Kimberly G.
Senior Fraud Investigation Specialist
Open to offersNew to PlatformAbout
Kimberly G. is an experienced BPO professional specializing in Fraud Investigation, Escalation Handling, and Team Leadership across financial services, digital marketing, and customer support industries. With over six years in roles such as Fraud Investigation Representative at Accenture, Escalation CSR III at Telus, SEM Specialist at Personiv, and Team Manager at Alorica, she has managed high-volume workloads (20–70 cases or calls daily), ensuring >95% compliance and customer satisfaction. Her background spans unauthorized transaction reviews, account security, analytics, and documentation, utilizing platforms like Salesforce and Control Center. Kimberly G. has demonstrated success in task delegation, team performance enhancement, social media campaign management, and upholding rigorous data privacy and compliance protocols.
Experience
FRAUD INVESTIGATION REPRESENTATIVE - FINANCIAL ACCOUNT
Accenture · 2024 — 2026Investigated unauthorised transactions and account security issues, handling 20–25 fraud cases per day. Reviewed transaction patterns to identify fraudulent activities, ensured compliance with documentation standards, data privacy, and fraud protocols, and prepared case notes and summaries utilizing Salesforce and Control Center.ESCALATION CSR III
Telus · 2023 — 2024Managed escalated inbound and outbound customer calls, averaging 30–50 daily, with an emphasis on prompt, accurate resolution. Coordinated internally for effective case follow-up and maintained high quality assurance and customer satisfaction scores.TEAM MANAGER
Alorica · 2022 — 2023Supervised and provided coaching to a team of 10–15 agents, overseeing daily operations and delegating tasks to support efficiency. Delivered training and guidance to foster strong team performance and ensure achievement of KPIs and service quality targets.CUSTOMER SERVICE REPRESENTATIVE
Alorica · 2020 — 2021Addressed over 60 customer inquiries during each shift, resolving concerns while maintaining high standards for QA, productivity, and attendance. Focused on delivering accurate service to promote positive customer experiences.SEM SPECIALIST
Personiv · 2019 — 2020Produced and scheduled social media content, monitored analytics to optimize strategies, and developed campaigns according to company goals and digital trends.
Skills & Expertise
Education
- Bachelor of Arts in Communication (BA Comm)Pamantasan ng Lungsod ng Muntinlupa · 2015 — 2019
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