Sam Jacobs

I always seek to achieve a high standard in whatever work I undertake. I am well organized with a clear and positive approach to problem solving. I believe in being efficient, maintaining a professional demeanor & always having a positive, joyful manner.

I am able to communicate easily in both spoken and written forms. I am a hard working, loyal and mature worker with a variety of skills. I am always keen to learn and am able to adapt. I have very good people skills & I am a person who is open minded, receptive and innovative, with an enquiring mind & who is able to motivate and direct my talents and skills to meet objectives.

I'm an experienced in fraud detection and risk assessment methodologies, ensuring organizational security. Utilizes in-depth analytical skills to identify and mitigate potential fraudulent activities. Strong understanding of risk management protocols, contributing to enhanced operational integrity and compliance.

Fraud and Risk Analyst at Digital Outsource Services (2018-04 – 2024-05)

• Detected fraudulent activities by conducting through investigations and analyzing transactional data.
• Maintained up-to-date knowledge on industry best practices, incorporating relevant information into existing procedures as needed.
• Developed and implemented machine learning algorithms to predict potential fraudulent behavior in realtime.
• Reduced fraud instances by implementing advanced data analysis techniques and monitoring patterns.
• Optimized Fraud Detection Systems through continuous refinement of rule sets based upon ongoing analysis of system effectiveness.
• Collaborated with cross-functional teams to enhance data integrity and improve fraud prevention strategies.
• Collaborated with cross-functional teams to develop comprehensive fraud prevention plans.
• Performed risk assessments to determine level of fraud risk and prioritize investigations.
• Evaluated customer data to identify and prevent fraudulent activities.
• Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
• Interviewed witnesses thoroughly, asking appropriate questions to ascertain critical details about each case.
• Conducted research and interviews with relevant stakeholders to gather evidence and build case files.
• Summarized all key information regarding investigation into detailed report for delivery to client.

Customer Service Host at Digital Outsource Services (2015-05 – 2018-09)

• Streamlined customer service processes for increased efficiency and improved response times.
• Assisted customers in navigating online platforms for optimal user experiences, leading to increased engagement levels across digital channels.
• Collaborated with team members to provide seamless support, ensuring a cohesive customer experience.
• Supported fellow team members during peak periods, providing additional resources for handling high-call volumes effectively without compromising service quality standards.
• Contributed to company growth by proactively identifying areas for process optimization within the department.
• Enhanced customer satisfaction by efficiently addressing and resolving concerns in a timely manner.
• Established rapport with clients by delivering exceptional service tailored to individual preferences and needs.

Mobile Technical Support & Customer Service at Webhelp South Africa (2013-08 – 2015-05)

• Maintained detailed records of customer interactions, ensuring accurate tracking and follow-up on open cases.
• Reduced average call handling time through efficient problem-solving techniques and effective use of support tools.
• Improved first-call resolution rates by effectively troubleshooting and diagnosing customer concerns.
• Boosted customer retention through timely resolutions of complex issues and diligent follow-up communication.

IT Helpdesk Support at EDS An HP Company (2007-09 – 2011-05)

• Improved team performance by collaborating with coworkers to share knowledge and develop best practices for issue resolution.
• Increased first call resolution rates with thorough understanding of company systems, applications, and infrastructure.
• Reduced downtime for users by promptly troubleshooting software and hardware problems.
• Optimized network performance by monitoring usage trends, identifying bottlenecks, and recommending improvements where necessary.

High School Diploma – Kensington High S.S.S

MCSE - Computer Literacy – Kensington High Senior Secondary School

Practical internship in Information Technology – Completed At EDS An HPD Co.