James K.
Mid-Level Fraud Analyst
Open to offersNew to PlatformAbout
James K. is a highly skilled professional with extensive experience in customer support, fraud analysis, and customer retention strategies. At TDCX Philippines, he excelled as a Chat Support Specialist from April 2021 to December 2022, where he resolved customer inquiries efficiently and developed standard operating procedures that enhanced response times. As a Fraud Analyst at Sitel Philippines from April 2019 to February 2021, James utilized his advanced analytical skills to identify fraudulent activities and implement effective prevention strategies, ensuring the safety and integrity of financial transactions. His strong background in relationship building was further sharpened at Convergys as a Retention Specialist, where he developed strategies to enhance customer loyalty. Additionally, James has demonstrated expertise in email communication and technical support, consistently focusing on achieving results and adapting to the changing needs of the telecommunications industry. He holds a Bachelor of Secondary Education Major in Values Education from Bestlink College of the Philippines. With his proven track record and dedication to enhancing customer experiences, James continues to be a reliable and effective team player.
Experience
Chat Support Specialist
TDCX Philippines · 2021 — 2022Provided efficient chat support by resolving customer inquiries effectively. Collaborated with cross-functional teams to improve customer experience and streamline communication processes. Created standard operating procedures for chat interactions to enhance response times and maintain consistency in support. Mentored new chat support specialists, fostering a supportive environment for their professional development.Fraud Analyst
Sitel Philippines · 2019 — 2021Analyzed transaction data to detect patterns of fraudulent activities and mitigate associated risks. Developed and implemented fraud detection strategies utilizing advanced analytics tools. Conducted detailed investigations on suspicious transactions while ensuring compliance with regulatory standards. Established comprehensive fraud prevention strategies aimed at safeguarding company assets and sustaining customer trust. Provided guidance to junior analysts on effective fraud investigation and reporting practices.Customer Service Representative
VXI · 2017 — 2018Processed money remittance requests, ensuring all requirements were met to prevent potential fraud. Handled inbound calls related to account creation, billing issues, and basic technical support for a major telecommunications provider. Managed high-volume calls while consistently maintaining professionalism and ensuring customer satisfaction.Retention Specialist
Convergys (Now Concentrix) · 2016 — 2016Created and executed retention strategies aimed at enhancing customer satisfaction and loyalty. Addressed escalated customer complaints in a professional manner, de-escalating situations to find mutually beneficial resolutions. Improved customer satisfaction through proactive communication and timely issue resolution. Negotiated contract renewals to secure ongoing business partnerships with satisfied clients.
Skills & Expertise
Education
- Bachelor of Secondary Education Major in Values EducationBestlink College of the Philippines
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