Dieselle Ponte Hession

• Analyzed fraud patterns using advanced data analytics tools to identify suspicious activities.
• Collaborated with cross-functional teams to develop fraud prevention strategies and enhance detection processes.
• Handled consumer and business accounts daily with their credit cards being reported as Fraud
• Processed Lost/Stolen Credit Cards and sending new cards
• Conducts in-depth, complex investigations into fraudulent activity, including account take overs, application fraud and stolen card usage.
• Navigated difficult customer interactions with professionalism and empathy
• Reviewed customer accounts, transactions, and documentation to detect fraudulent behavior
• Verified customer identities and account information to prevent unauthorized activity
• Provided excellent customer service while handling sensitive fraud related issues

• Resolved customer inquiries through effective communication and problem-solving techniques.
• Processed account transactions accurately, ensuring compliance with company policies and procedures.
• Assisted customers in navigating online platforms for account management and service requests.
• Collaborated with team members to enhance service delivery and address customer needs promptly.

Assigned: Floorwalker/Subject Matter Expert (SME)

• Mentoring new hires by answering questions related to the processes, initiative and goals
• Ensuring new hires are compliant with the policies
• Assisting new hires with navigating the tools and workflows

• Reviewed and approved user-generated content for compliance with community guidelines.
• Identified and escalated potential policy violations to ensure platform integrity.
• Collaborated with cross-functional teams to refine moderation processes and improve response times.
• Mentored junior moderators, providing training on effective content review techniques.
• Reviewed user-generated content including text, images, videos and comments to ensure compliance with community guidelines and company policies
• Identified, flagged and removed inappropriate, harmful, fraudulent or offensive content
• Maintained a 98% accuracy rate while meeting daily productivity goals

Assigned: Subject Matter Expert (SME)

• Mentoring new hires by answering questions related to processes, initiatives and goals

Assigned : Associate Trainer

• Conduct training for newbies and conduct some refresher for any new updates of the policies
• Attend client weekly meeting with regards the process

• Reviewed and corrected data discrepancies to improve database reliability
• Managed confidential customer information in compliance with company policies
• Processed documents, invoices, forms, and customer records in a timely manner

• Interpreting data, analyzing results using statistical techniques.
• Developing and implementing data analyses, data collection systems and other strategies that optimize statistical efficiency and quality.
• Acquiring data from primary or secondary data sources and maintaining databases.
• Filing Annual Reports