Description

● Served as first point of contact for account security concerns, investigating 25+ hacked accounts monthly and initiating dispute processes.

● Utilized active listening and customer satisfaction tactics for effective problem resolution.

● Demonstrated coordination and planning skills to promptly resolve 60+ account security incidents weekly.

● Managed high volume of phishing calls, recommending solutions to prevent fraudulent activities.

● Rated and escalated issues to superiors, contributing to overall account security improvements.

● Worked flexible schedules, ensuring support availability during peak incident periods.

Customer Support and Fraud Prevention Representative

Melbourne, Australia

Dec 2020 - Aug 2021