• Skilled in conducting thorough manual investigations of queued transactions to accurately evaluate the potential for fraudulent activities.• Demonstrated adeptness in independently exploring and resolving intricate challenges through exhaustive research and in-depth analysis, highlighting exceptional problem-solving capabilities.• Actively shares insights into emerging fraud trends and disseminates best practices among colleagues and superiors.• Led and facilitated an 8-week mentorship program for a cohort of new hires, providing essential guidance and support during their onboarding phase.• Designed and delivered training sessions to orient new employees, ensuringa smooth integration into the company's expectations, also offered personalized coaching and assistance to each mentee, addressing individual questions and challenges throughout the training period.• Proven ability to consistently exceed metric benchmarks, illustrating a strong work ethic and a results-driven approach.• Conducted comprehensive audits of handled cases to ensure adherence to established standards and protocols.

Contractual Role/ Fixed term employment

• Provided exceptional customer service by addressing inquiries, resolving issues, and ensuring overall customer satisfaction.• Demonstrated strong communication skills in interactions with customers, actively listening to their needs and offering appropriate solutions.• Managed high volumes of customer inquiries through various communication channels, maintaining professionalism and efficiency.• Established rapport with customers by empathizing with their concerns and effectively communicating the company's products and services.