• Responsible for investigating fraud and applying the correct risk treatment in an effort with group account-based review. • Complete investigations to determine if recent account activity is of a fraudulent or risky nature.• Improve the end-to-end experiences for PayPal consumers, reduce unauthorized losses, stolen financial issues and positively impact PayPal bottom line.• Apply analytic techniques to complex information sets in order to make logical and effectively supported recommendations on cases for identifying fraud trend with global lens.• Expert understanding of BRO fraud M.O.s as well as Spoof and Appeals review processes, policies and SOPs. • Expert skills in core CRS Ops tools & systems• Expert abilities in analysing and summarising data to support internal/external decision-making.• Expert in Story-Based approach to problem solving and solutioning, with advanced ability to create process/policy requirements.• Use SQL Analytics to review new fraud lead patterns and determine if a viable fraud trend to mitigate loss

• Review member accounts through a number of pre-determined fraud, appeals and unauthorised queues to determine if recent account activity is of a fraudulent nature based on fraud indicators• Analyse account history and trends and perform relevant research to effectively identify problems • Contact account holders in an effort to verify activity and mitigate loss• Continually monitor cases and reports to identify trends and notify management of information gleaned from that activity• Apply problem solving and good judgment when making decisions to add restrictions to member accounts in an order to mitigate loss• Educate customers on a better understanding of PayPal processes and how to maintain security on their account• Review documentation from customers and analyse data and determine in a timely manner whether transactions are fraudulent or not• Complete outbound calls to customers to verify the authenticity of their transactions• Continually monitor cases and reports in order to identify fraud trends and escalate accordingly in order to prevent future losses

Analyse the sellers account history, trends & performance and set expectations with the seller on how they should trade on the site and create a good buyer experience whilst growing their sales on ebayApply problem solving and good judgment when making decisions to remove/add restrictions to member’s accounts.Review accounts in an effort to verify activity and mitigate lossAnalyze account history and trends to take appropriate action on accountsAbility to communicate effectively via telephone by utilizing active listening and clearly speaking to customers.Business acumen – ability to assess seller’s business model & set-up in order to tailor solutions & help seller align their business model to eBay’s.Understanding of the importance of customer service to businesses in terms of buyer loyalty & how customer-centricity can drive salesProvide a quick and thorough understanding of customer priorities & identify key improvement areas. Understand our customer needs & act with the customer in mind.

Provide top customer care to the top 1% of sellers in the eBay UK marketplace and aim to resolve queries on first call, increasing resolution and decrease repeat calls to the helpdesk.Provide solutions, information and ensure maximum customer satisfaction at all times.Meet all Key Performance Indicators as set out by the business to ensure maximum efficiencies across the department.

During my time in Vodafone as a Network Support Team CSR, I was trained to be an Acting Team Leader when my own TL was Out of Office.Key Responsibilities:• Sending out daily, weekly and monthly stats to the team, so they could track their progress and see where they can improve on their targets and Key Performance Indicators.• Completing all manager call-backs escalated to a Team Leader at the customer’s request.• Maintaining, recording and processing all credits for the team that is over €125 and under €1000.• Compiling weekly reports on the performance and productivity of the team for higher management analysis. I was also nominated to be the ambassador for the Customer Survey, processing all call-backs and gathering the required feedback.Key Responsibilities:• Checking the daily reports and gathering the details of the surveys where customers have rated Vodafone as low.• Proactively calling back all customers who rated Vodafone as low and taking on all feedback given.• Gathering the relevant feedback and compiling a weekly report on where customers were not happy and identifying trends for senior management.• Monitoring and reporting to see how the team is scoring on Customer Survey both on a team level and individual CSR level.I also was involved in the restructuring of the Support Updates system in Vodafone which was a system where we would be able to show all CSR’s on the desk what issues were occurring on the network.Key Responsibilities:• Ensuring the system is kept up to date with any new network or service outages so all CSR’s have the information at all times.• Restructuring the way the information is loaded into the system to make it user friendly for all CSR’s to understand what the issue is.• Ensuring the Updates are in an easy to read format that CSR’s have all the relevant information that they need and are not inundated with unnecessary information.

Key Accountabilities:Offering second line support to Customer Care Centres, being the central escalation point for all customer queries.Deal directly with customers to resolve queries increasing First Time Resolution and decrease repeat calls to the helpdesk.Interface with the Network Management Centre, Billing Operations, Data Support Team and other areas within the business to resolve customer problems.Feedback customer impacting issues to the rest of the business.Channel communications between support teams and the helpdesk.Full participation in the team's goal of delivering best in class customer service.Work effectively within a strong team orientated environment, participating in team meetings and supporting fellow colleagues.Full participation in meeting Network Support teams quantitative and qualitative stats as the Key Performance Indicators set out by the business.

Key Accountabilities:Offering first line support to all Retail Agents and Retail Stores, being the escalation point for all customer and agent queries channelled through retail stores.Process new connections, upgrades, ports and migrations on all customer accounts.Complete credit checks on New Connections.

Key Accountabilities:Providing inbound Customer Sales & Service on a range of Vodafone products and services.Resolve customer's queries at first point of contact, providing solutions, information and ensuring maximum customer satisfaction at all times.Maximise sales opportunities by utilising the appropriate sales and closing techniques and procedures.Being the escalation point for all CSR's on all helpdesks for all administration required on customer accounts. This included the adding or removing of billing codes, processing Bill Pay to Pay as you Go migrations and Pay as you Go bonus credit registrations.

Duties Involved:Selling tickets and concessions to customersMaintenance of the cinema screens after movie showingsAnswering telephone queries for customers