Customer Support Specialist
Resume:
Maya Aidoo
Atlanta Georgia 404-***-**** advi8t@r.postjobfree.com
SUMMARY:
Customer Support Specialist/analyst with ample experience in monitoring suspicious activity.
Collaborate with the corporate security department.
Identifying instances of potential fraud, waste, and abuse through data analysis using company software and tools.
Accurately document all actions taken on a case.
Regularly prepare reports for risk management operations.
Actively participate in team meetings, share information, and make suggestions for improvement to fraud operations.
Identify fraud patterns by monitoring high-risk merchants.
Develop new data-driven rules to optimize decisioning performance between member experience and fraud prevention.
Responding to customer queries, complaints, and requests via phone, email, or chat.
Assisting customers with product setup and resolving any technical issues they might experience.
Assist customers with order concerns and direct them to the appropriate source for technical issues.
Provide customer support by responding to incoming calls concerning problems with clients, inquiries about assembly, and order tracking.
EDUCATION:
BACHELOR’S DEGREE Colorado technical university
Major: Information technology
Related coursework: Cybersecurity
BACHELOR’S DEGREE University of Ghana
Major: Sociology Theater Arts
Related coursework: Theater Arts
CERTIFICATION
Certified Risk Manager (CRM)
TECHNICAL SKILLS
Customer support. Effective communication.
Team player. Zen-desk
Strong organizational skills. Microsoft suite
Regulatory reporting. Power point
PROFESSIONAL EXPERIENCE:
Sysnet global solutions. 01/21 – 01/23
Customer Support Specialist
Responsibilities:
Proposes modifications and/or improvements to current practices to increase client service and internal operations.
Support Specialists assume responsibility and show tenacity to prevail on a cutthroat sale floor.
Obtain and provide detailed documentary evidence to support and confirm fraud activities.
Maintain ongoing communication with internal and external clients regarding associated account resolution.
Take precautionary measures on accounts or transactions that to mitigate risks to clients and provide direction to all lines of businesses supported by fraud services.
Find insight to risk data sets to improve fraud strategies rule.
Participate in regular review activities involving different fraud topologies.
Find insights from risk data sets to improve fraud strategies and rules.
Responding to customer queries, complaints, and requests via phone, email, or chat.
Assisting customers with product setup and resolving any technical issues they might experience.
Investigating, evaluating, and informing management of any product flaws or defects.
Capital One Bank – (consultant) Remote 01/20 - 12/20
Customer Support Specialist.
Responsibilities:
Worked with external fraud prevention vendors to optimize their performance between member experience and fraud prevention.
Analytical skills displayed while doing tasks while following set policies, practices, and compliance requirements such that the audit is rated as satisfactory.
Aggregate and analyze internal and external risk datasets to understand the performance and assist in maintaining and implementing existing and new fraud detection tools.
Review and ensure proper documentation for moderate and day-to-day activities.
Raising tickets and identifying issues following company guidelines and policies.
Typically covering a broad range of responsibilities rather than following a specific role.
Participate in regular review of activities involving different fraud topologies.
Informing customers about specialized product functionalities and features.
K. Darko Auto Trucking - Remote
Security and Fraud Specialist 01/18 – 12/19
Responsibilities:
Analyze issues and processes on your own, and clearly explain verbally and in writing in response to standard inquiries about processing issues and requests in accordance with corporate set rules and standards.
Create training documents and provide support to other teams on fraud detection, identity verification, and social engineering scams.
Provide on-call fraud analytics support when significant events impact or disrupt business.
Enquires advice from the relevant source regarding important, non-routine topics.
Reports and documents detailing mistakes made by all other utility departments
Excellent analytical and attention to detail abilities; ability to reconcile utility accounts using precise math.
Review new tools and products that heil identify security threats and risks.
Serve as the team subject matter expert in areas of fraud detection and investigation.
Work with stakeholders and leadership to provide the best practices on rental security.
Create automated fraud monitoring systems for the fraud operation team.
First Trust Savings and Loans
Business and Risk Specialist. 07/16 – 12/17
Responsibilities:
Researches and analyzes payment history and recognizes when to contact vendors or customers to resolve exceptions and make payment decisions in a timely manner for all clients.
Identifies and acts on control failures in bank processes and procedures, customers, or team members.
Acts as a positive spokesperson for the business both internally and externally, putting the requirements of the consumers first by fostering relationships with them.
Draft correction plans and participates in charge management.
Keeps management informed of significant issues that may require additional attention, or may threaten the account relationship, on a timely basis.
Acts as an escalation point for more complex cases.
Provides litigation support through support documentation and risk evaluation.
Comprehensive knowledge of field concepts and principles.
Contact this candidate