Lucas Rego
Austin,TX
Summary
Customer fraud and protection agent with over a year of experience with payment
verification and fraud identification. Natural ability to work in a high pressure environments
while being attentive and able to produce high quality results. Speaks native Portuguese
allowing for larger costumer impact and throughput.
Overview
8
8
years of professional experience
Work History
Law Enforcement Response Team
Accenture
01.2023 - Current
- Assist with incoming Law Enforcement inquiries
- Review requests and make policy guided decisions based on multiple factors
- Work on 200 cases monthly with 97% accuracy
- Complete data production to verified law enforcement personnel
- Ensure all work is performed in accordance with SLA and metrics
- Ability to read and understand requests on a legal process
Fraud Agent
Accenture
04.2022 - 12.2022
- Investigated issues regarding potential fraud reported to account support &safety department
- Managed and resolved over 2,400 fraud account related cases on a monthly bases
- Held fraud identification accuracy rate of 99.1%
- Continuously maintained an average response time of less than 61 seconds
- Understand and remain up to date with client polices and guidelines
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity
- Analyzed large amounts of data to find patterns of fraud and anomalies.
Customer Support
Accenture
11.2021 - 04.2022
- Bridged communication with Portuguese speaking clients and staff to ensure client's requirements and satisfaction were met
- Responded to inbound inquiries regarding accounts discrepancies and payments
- Communicated with customers to discuss and resolve account needs
- Investigated more than 245 potentially fraudulent cases on a monthly basis requiring mitigation of fraudulent activity to customer accounts
- Processed and reconciled an average of 350 cases within a monthly period
- Held an average incident response time of less than 90 seconds.
Studio Manager
HR Music Studio
06.2018 - 03.2021
- Worked with cliental and staff to plan and coordinate studio scheduling
- Realigned production schedules to factor in changing conditions such as equipment shortages and cliental schedule
- Addressed internal supply problems head-on and developed solutions to prevent delays and missed targets
- Manage the agenda of payments to be receive and to be done.
Assistant General Manager
Backlines Rentals
03.2018 - 03.2021
- Oversaw inventory by ordering precise quantities of equipment to drive profitability
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies
- Maintained well-controlled business inventory with minimal losses by enforcing solid monitoring and management structures
- Kept documentation and records accurate and up-to-date with latest data to prevent errors in processing or delivery.
Mover | Leo Removals
02.2017 - 08.2017
- Prepared pallets of boxes for easy transportation between customer and storage locations
- Arranged items at destination according to customer requests and instructions
- Review shipping orders and requisitions to determine items to be moved, gathered or distributed
- Maintained inventory of shipping materials and supplies.
Event Planner
RioUP Production
01.2016 - 05.2016
- Coordinated with participating vendors during event planning to secure accurate number of supplies for each event
- Established working relationships with vendors by providing marketing opportunities for events
- Corresponded with clients to answer questions and resolve issues
- Performed event coordination for larger parties and gatherings.
Education
Certificate - SME Training For Fraud Identification & Prevention
Accenture
Certificate - Project Management Training
Accenture
Certificate - Cyber Security Training
Accenture
Bachelor of Arts - Social Comunication
Centro Universitario IBMR
Rio De Janeiro06.2019
Skills
- Portuguese Speaker
- High Rate of Fraud Identification
- Quickly Implement Fraud Countermeasures
- Incident Documentation
- Payment verification
- Incident Tracking and Monitoring
- Customer Support and Resolution
Timeline
Law Enforcement Response Team
Accenture
01.2023 - Current
Fraud Agent
Accenture
04.2022 - 12.2022
Customer Support
Accenture
11.2021 - 04.2022
Studio Manager
HR Music Studio
06.2018 - 03.2021
Assistant General Manager
Backlines Rentals
03.2018 - 03.2021
Mover | Leo Removals
02.2017 - 08.2017
Event Planner
RioUP Production
01.2016 - 05.2016
Certificate - SME Training For Fraud Identification & Prevention
Accenture
Certificate - Project Management Training
Accenture
Certificate - Cyber Security Training
Accenture
Bachelor of Arts - Social Comunication
Centro Universitario IBMR
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