Prabhu Irudhayaraj

Investigate and resolve fraudulent activities involving transactions, accounts, and customer behaviors to prevent financial losses and secure company revenue.

Utilized multiple systems and data points to analyze and identify fraudsters through patterns, anomalies, and risk indicators.

Take decisive action on high-risk cases by blocking, escalating, and resolving fraud incidents in alignment with global policies.

Collaborate with risk, compliance, and operations teams to ensure timely resolution and continuous fraud prevention.

Maintain detailed case documentation and reports to support audits, compliance, and performance tracking.

Handle high-volume, time-critical cases while maintaining accuracy, confidentiality, and service quality.

Delivered end-to-end technical support for internet and mobile services through chat, ensuring high customer satisfaction.

Utilized remote tools to troubleshoot and resolve intricate service problems.

Created and managed cases in Console, coordinating with technical teams in Australia for escalations and field support.

Scheduled technician appointments and ensured timely resolution of service disruptions.

Managed customer accounts and explained Telstra products and services clearly and accurately.

Consistently achieved high conversion rates, performance incentives, and client appreciation for issue resolution quality.

Monitored and audited technical support calls for quality and compliance.

Identified risk areas, deviations, and improvement opportunities through detailed transaction reviews.

Provided constructive feedback and coaching to agents to improve call quality and operational performance.

Recognized for best audits and consistent quality improvements.