JAQUELINE ROZE CUSTADO
Fraud Detection Analyst
2415 Laura St. Pandacan, Manila
Summary
My aim is to embrace the company mission, and I support it with my talents, skills and my passion to do hard work. I will ensure a good and positive relationship with them at all times. I am a professional and friendly Call Center Representative with 7+ years of experience. Adept at handling various calls on a daily basis while consistently resolving client issues in a rapid manner. I have the ability to encourage others to build strong work ethics. The qualities that I hold are confidence, honesty, flexibility, respect and value for others. I am hoping to find a company which will enable me to showcase my skills.
Overview
7
7
years of professional experience
Work History
Fraud Detection Analyst
Telus PH.
Mckinley West, Taguig
02.2023 - 06.2024
- Performed thorough investigations of suspicious transactions, leading to the successful recovery of stolen funds.
- Implemented machine learning techniques for real-time analysis of transactional data, significantly enhancing early warning capabilities against potential frauds.
- Improved customer trust by effectively resolving disputes related to suspected fraudulent transactions or false alarms.
- Developed a comprehensive database of known fraudsters and their methods, serving as a critical resource for ongoing investigations and future prevention efforts.
- Reduced instances of fraud by proactively identifying patterns and trends in fraudulent activities.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Tracked fraud cases and monitored trends to develop strategies for prevention.
- Performed risk assessments to determine level of fraud risk and prioritize investigations.
- Reviewed transactions and receipts to identify any suspicious activity.
- Analyzed financial statements to identify discrepancies, irregularities and fraudulent activity.
Customer Service Representative
Ibex Global Solutions
Shaw Boulevard, Mandaluyong City
01.2022 - 01.2023
- FedEx is best known for its air delivery service, FedEx Express, which was one of the first major shipping companies to offer overnight delivery as its flagship service
- I handle an average 80+ customer interaction per day
- This includes incoming and outgoing calls
- My duties and responsibilities includes:
- Track shipments, schedule and manage pickups and provide prompt, accurate and courteous responses to customers.
- Effectively deal with angry callers and upset customers and maintain a positive attitude.
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
Customer Service Representative
Alorica Teleservices
Alphaland Southgate, Mall
08.2017 - 12.2021
- Amazon Account is the world largest online retailer
- As a Call Center Agent, I worked on a team of 30 people and I am responsible for answering inbound customer calls
- My daily activities included:
- Answering approximately 50 customer calls and 50+ chats per day in a friendly and courteous manner.
- Memorized all company products and services to be able to answer customer questions quickly and efficiently.
- Giving detailed, personalized and polite service to ensure customer retention and satisfaction.
- Thoroughly and efficiently gather customer information, access and fulfill customer needs, educate the customer where applicable to prevent the need for future contacts and document interactions through contact tracking.
- Taking orders, inputting orders into our proprietary system and providing customers with their order numbers and approximate delivery date.
- Making outbound customer calls to inform customers when there would be a delay in their delivery date.
Education
Bachelor Of Science In Information Technology -
Araullo University
06.2017
Skills
Excellent problem-solving skills
References
References available upon request
Timeline
Fraud Detection Analyst
Telus PH.
02.2023 - 06.2024
Customer Service Representative
Ibex Global Solutions
01.2022 - 01.2023
Customer Service Representative
Alorica Teleservices
08.2017 - 12.2021
Bachelor Of Science In Information Technology -
Araullo University
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