Jeffrey James
Berlin
Summary
Meticulous Fraud Analyst with more than 5 years of expertise in examining customer profiles, detecting suspicious transactions, and managing high-risk call patterns. Proficient in data analysis, customer verification, dispute resolution, and overseeing fraud cases. Experienced in coordinating with internal and external teams, compiling reports, and presenting insights to stakeholders.
Overview
10
10
years of professional experience
Work History
Technical Customer Support
Concentrix
11.2023 - Current
- Contact customers by phone, chat, and email after making an appointment
- Support customers in the integration of their website, shop, or account and provide assistance in solving technical challenges
- With an Analytical approach, recognize content and performance potentials and advise the customer on the technical integration and improvement of processes
- Accompany customers during the implementation of measures
- Carefully track the successes of customers through constant monitoring
- Handled customer inquiries and complaints, providing excellent service and support.
- Assisted customers with product information, billing issues, and service problems.
- Worked closely with internal teams to ensure swift resolution of customer disputes.
- Maintained accurate records of customer interactions and transactions.
Customer Care Officer (Assistance Lead)
Singapore Telecommunication (Singtel)
05.2014 - 07.2022
- Performed in-depth analysis on customer profiles, service applications, and usage patterns to identify suspicious transactions and high-risk call patterns.
- Analyzed data to detect patterns indicating potential fraudulent activities.
- Contacted customers to authenticate transactions and highlighted any suspicious charges.
- Provided accurate product information to customers during verification processes.
- Coordinated with internal departments to address customer requests and disputes.
- Negotiated with internal and external parties to resolve fraud cases, escalating and reporting to the police when necessary.
- Conducted interviews for thorough fraud investigations.
- Managed the suspension and resumption of services in response to fraudulent activities.
- Generated letters and interim bills for customers.
- Responded to queries from internal staff regarding fraud cases.
- Collaborated with external units and roaming partners to resolve fraud-related issues.
- Performed basic administrative tasks and followed up on ad-hoc system extractions.
- Prepared internal memorandums and PowerPoint slides for fraud case presentations.
- Compiled daily and monthly routine statistics and reports on fraud cases.
Education
Bachelor in Software Engineering -
University of Portsmouth
06.2019
Skills
- Troubleshooting skills
- Ability to Work Under Pressure
- Computer Skills
- Communication Skills
- Strategist Planning
- Team Player
- Fraud Detection and Analysis
- Data Analysis and Pattern Recognition
- Customer Authentication
- Dispute Resolution
- Internal and External Liaison
- Fraud Investigation
- Service Suspension and Resumption
- Report Generation and Statistics
- Administrative Support
- Effective Communication
- Proficiency in [relevant software, eg, Excel, PowerPoint, SQL, Fraud Detection Software]
Languages
English
German
Malay
Tamil
Personal Information
- Title: Technical Customer Support
- Date of Birth: 03/29/84
- Nationality: Malaysian
Timeline
Technical Customer Support
Concentrix
11.2023 - Current
Customer Care Officer (Assistance Lead)
Singapore Telecommunication (Singtel)
05.2014 - 07.2022
Bachelor in Software Engineering -
University of Portsmouth
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