Adrian Curry

• Evaluated transactions for potential fraud indicators and flagged suspicious activity.

• Maintained an up-to-date knowledge of relevant laws, regulations, industry practices and best practices relating to fraud prevention.

• Maintained up-to-date knowledge of fraud trends, techniques, and regulatory requirements affecting the industry

• Resolved complex member inquiries for tier 2 escalations, ensuring superior customer experiences.

• Assisted tier 1 agents by quickly locating memberships and processing credits to improve service efficiency.

• Conducted outbound telemarketing campaigns to promote airport card memberships.

• Processed incoming mail while providing essential operations support.

• Implemented retention strategies to strengthen membership loyalty and increase retention rates.

• Facilitated member access to online services by guiding them through website navigation.

• Served as a resource for agents by delivering timely operational support and issue resolution.

• Reduced call resolution times for tier 2 escalations, contributing to increased member satisfaction.

• Acted as subject matter expert for multiple clients, delivering tailored insights and effective solutions.

• Processed credit card rewards for clients, contributing to increased satisfaction and loyalty.

• Handled escalations for gift card and merchandise via phone, ensuring timely resolution of issues.

• Responded to member emails promptly, ensuring timely communication and support.

• Facilitated issue resolution by addressing inquiries from representatives regarding escalated matters.