Rolando P.
Mid-Level Fraud Analyst
Open to offersNew to PlatformAbout
Rolando J. is an experienced professional in customer support and operations, with a career spanning roles at Amazon, Citi Bank, and within operations support. As a Customer Support Representative at Amazon from 2022 to 2023, he handled inbound and outbound calls, live chat, email communications, processed refunds, replacements, and tracked packages. At Citi Bank from 2023 to 2024, he served as a Fraud Analyst in the banking industry, focusing on inbound support, fraud detection in credit card transactions, customer account verifications, and supporting investigations into identity theft. From 2024 to 2026, Rolando advanced to Operation Support Specialist, where he utilized platforms like Zendesk, Trello, and Notion, managed ticketing, conducted verifications, and produced KPI-based reports. He also played a key role in training and shadowing new hires. His expertise covers email management, fraud analysis, operational reporting, and technical escalation within customer-centric business environments.
Experience
Operation Support Specialist
Company not specified · 2024 — 2026Communicated via email using Zendesk and coordinated internally with clients for verification requests on the platform. Created tasks in Trello and optimized the helpdesk while building a knowledge library for customer support employees using Notion. Escalated issues through Slack, performed initial tests on reported issues, documented current issues, and collaborated with QA for resolutions. Compiled monthly reports covering KPIs, metrics, customer satisfaction, and areas needing improvement while monitoring daily ticket and verification statistics. Conducted training sessions for new hires and facilitated shadowing opportunities.Fraud Analyst
Citi Bank · 2023 — 2024Responded to inbound inquiries and replied to customer emails. Identified and removed fraudulent activities from customer accounts, particularly in credit card transactions. Conducted outbound calls to inform customers about flagged accounts due to fraud or identity theft. Verified information and transactions while making judicious decisions regarding fraudulent activities and coordinating with the investigation team.Customer Support Representative
Amazon · 2022 — 2023Managed inbound calls and simultaneously engaged in live chat and email support. Conducted outbound calls for follow-ups and provided updates on customer packages. Handled processing of refunds and replacements and tracked package deliveries.
Skills & Expertise
Education
- Bachelor of Secondary EducationUrdaneta city University · — — 2022
- Below College in Humanities and Social SciencesBelow College · — — 2018
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