Richel Marwein

*Monitor high-volume transaction alerts for potential fraud indicators, including unrecognized charges and anomalous patterns.

*Developed and refined fraud prevention rules to leverage trends and analytics, enhancing accuracy of fraud detection.

*Conducted customer verifications via phone/email to resolve disputed transactions and authenticate identities, ensuring compliance with security protocols.

*Investigated disputed transactions by cross-referencing merchant data, timestamps, and user histories to identify and mitigate fraud risks.

*Managed high-volume inbound calls in a fast-paced 24/7 environment, specializing in escalations.

*Expertly handled complex customer issues by scheduling appointments, processing refunds, and delivering resolution with empathy and efficiency.

* Thrived under pressure to ensure exceptional satisfaction and retention for global clients.

*Delivered 100% achievement across core KPIs in a high-volume 24/7 escalation role, including call volume targets, first-contact resolution rates, CSAT scores and also Average Handling time.