Robbie O.
Mid-Level Customer Service Fraud Prevention Specialist
Open to offersNew to PlatformAbout
Robbie O. is an experienced Customer Service Provider with a robust background in financial services, fraud prevention, and technology support. Currently serving at BudgetCoinz, a Michigan-based company, Robbie assists customers with navigating the website and ATM transactions, contributes to sales growth, and applies advanced fraud prevention measures to ensure compliance with state mandates. At JP Morgan Chase & Company, Robbie managed customer complaints and disputes, achieving high first-call resolution and customer satisfaction rates while using data analysis to reduce fraud loss. Previous experience at Ren-Ren Giantly Philippines included troubleshooting website functionalities using CRM (CHIME) and assisting clients in maximizing their web presence. At Wells Fargo EGS and Sutherland Global Services, Robbie addressed retirement account inquiries, handled escalations, and led teams, honing problem-solving and data analysis in dynamic team environments in the finance and customer service industries.
Experience
CSR & Fraud Prevention
BudgetCoinz · 2022 — PresentGuided customers in using the company website and placing orders through the ATM, which enhanced the user experience. Contributed to sales growth by recommending products tailored to customer needs. Identified potential fraud cases and educated customers on safe transactions, thereby preventing losses. Ensured transaction compliance with state mandates to maintain operational integrity.Check Fraud Analyst
JP Morgan Chase & Company · 2020 — 2022Handled customer complaints using empathy to foster loyalty and repeat business, achieving a first-contact resolution rate of 95%. Managed disputes under pressure while maintaining professionalism. Improved customer satisfaction by quickly addressing inquiries and providing accurate information, resulting in a customer satisfaction score of 95%. Analyzed customer data for fraud prevention and monitored patterns to reduce fraud losses through effective strategies.TSR
Ren-Ren Giantly Philippines · 2018 — 2020Assisted clients with website maintenance, achieving a net promoter score of 90% or higher. Promoted service and account packages to existing customers. Ensured client websites remained operational and performed troubleshooting for any functionality issues, maintaining a first-contact resolution rate of 90%. Addressed problems effectively and delivered exceptional service, contributing to a customer satisfaction rate of 90%. Utilized CHIME CRM to manage clients' website requests and modifications.TM 3 (Senior Agent)
Wells Fargo EGS · 2014 — 2018Handled inquiries regarding retirement accounts, maintaining a first-contact resolution rate of 90%. Assisted in setting up and activating retirement accounts as well as helping account owners with their investment placements. Provided support for account withdrawal processes and account closures, contributing to a customer satisfaction score of 90% or higher. Advanced to TM3 level after starting at TM level.Subject Matter Expert (Senior Agent)
Sutherland Global Services · 2007 — 2014Managed escalation and inquiry calls from agents to address complex issues. Prepared reports on escalations and challenges encountered by team members. Delivered weekly training on product updates. Supervised teams in the absence of management and coordinated with clients regarding product issues and updates. Assisted agents on performance improvement plans to enhance their scores, starting as a front-line agent and promoted to SME within two years.
Skills & Expertise
Education
- Bachelor of Science: Physical TherapySt. Jude College · — — 2003
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