Fraud Analyst - Prime Insights - Remote
(2025-11)
- Analyzed 100–200 accounts daily to spot unusual transaction patterns and behavioral red flags. Documented suspicious activities to prevent financial loss and provided clear evidence to help investigators take fast, effective action.
- Optimized workflow efficiency to maintain zero-backlog queues, consistently meeting SLA targets across all platforms while ensuring 100% data accuracy and compliance.
Mystery Shopper - Satisfind PH - Remote, Project-based
(2023-07)
- Conducted detailed assessments and reviews of business compliance and service delivery, producing confidential reports that align with client specification.
- Consistently maintained a 4.5 to 5-star QA rating while exceeding all project deadlines and quality standards set by clients.
Senior Fraud and Claims Operations Representative - Wells Fargo International Solutions, LLC - Philippines - Hybrid, Taguig City
(2020-02 - 2025-05)
- Managed full customer claim lifecycle of 30 to 70 cases conducting intensive investigation, transaction monitoring, fraud detection, and flag potential AML red flags, ensuring all suspicious activities were documented for investigative action.
- Performed 50–150 daily quality audits of team investigations to ensure strict adherence to process, regulatory standards, and the proper endorsement of suspicious activity flags.
- Served as Acting Team Lead (POC), facilitating client calibrations and team huddles to implement process updates and provide performance coaching for team members.
Customer and Technical Advisor/Content Moderator - Concentrix Philippines - Onsite, Mandaluyong City
(2014-03 - 2019-12)
- Delivered comprehensive product and service information to customers, diagnosing and resolving account, credits and technical issues through expert knowledge.
- Processed 55 to 100 tickets and cases and sending e-mails on a daily basis without compromising quality score.
- Managed high-volume account onboarding, conducting deep-dive risk assessments to detect fraud, terms-of-service abuse, and suspicious activity before they reached the platform.
Customer Support Representative - West Contact Services Philippines - Onsite, Makati City
(2013-06 - 2013-08)
- Delivered comprehensive account and technical support for satellite and streaming radio, guiding users through signal refreshes, device activations, and troubleshooting steps to resolve service issues.
- Handled high-volume inbound calls and customer complaints, turning negative experiences into retention opportunities through empathetic conflict resolution and billing/credit adjustments.
- Leveraged strong product knowledge to naturally upsell premium radio packages, streaming add-ons, and multi-vehicle subscriptions based on customer listening habits to meet daily performance metrics.
Outbound Sales Representative - NCO Philippines - Onsite, Taguig City
(2013-02 - 2013-06)
- Conducted high-volume outbound sales calls to Canadian leads, delivering persuasive presentations on critical illness plans and guiding prospects from initial interest to successful over-the-phone purchase.
- Managed the end-to-end sales and onboarding pipeline, accurately verifying demographic data, checking eligibility requirements, and documenting compliance details within the CRM system.
