Team Manager/Fraud Analyst/Customer Service Specialist (SME)

Overview

Looking for full-time work (8 hours/day)

at $9.00/hour ($1,584.00/month)

Bachelors Degree

Last Active

October 12th, 2024 (yesterday)

Member Since

July 29th, 2022

Profile Description

I have more than 10 years' worth of experience in the customer service industry and I was privileged enough to have been part of the different lines of business within the call center industry. I supported a business-to business account that focuses on business, fraud, financial, trade and subscription investigations. I have a strong background in back-office work, business investigations, fraud analysis and detection, root cause analysis, chat and email support, and inbound/outbound calling (automatic and manual dialing). I was also part of the innovation team wherein the primary focus is process improvement through automation and lean/six sigma application. I was also a team manager and my leadership journey with my previous company started in 2019. I have experienced handling at least 15 teaUpgrade to see actual infombers both working at home and reporting on site. 
As a Team Manager, below are the tasks that I need to perform to guarantee the team’s success. 
• Manages a team efficiently in attaining both individual and team goals (KPIs and SLAs). 
• Provides answers to product inquiries/services and handles client escalations professionally.
• Formulates ideas for continuous improvement through automation and lean/six sigma.
• Conducts product training and quality evaluations.
• Reviews and approves fraud analysis and investigations (data manipulation, trade ring, identity theft, falsification of documents, etc.).
• Analyzes data and trends to resolve and mitigate the risk of CRM/system glitches in our platforms (Salesforce, iResearch, System for Award Management (SAM) fulfillment page, etc.). 
• Deck presentation (Quarterly Business Reviews, Inventory Calls, Quality Calls, Calibration Sessions). 
• Builds sustainable relationships and trust with customer accounts through open and interactive communication. 
• Ensures client and management expectations are met by providing high quality service. 
• Handles stress and can cope with mental health issues given the challenges of the new normal setup. 
• Conducts engagement activities. 
• Demonstrates high level of integrity and exemplary character. 
• Other admin tasks such as timecard approval, coaching and feedback sessions, root cause analysis, schedule approval and plotting, etc.