Mirela Huric
Sarajevo,09
Summary
I bring a unique combination of analytical precision and emotional depth, shaped by my work in fraud prevention, counseling, and volunteer support for those navigating grief. My background as a fraud analyst has increased my ability to spot patterns, assess risk, and protect systems with care and integrity. At the same time, my training in counseling and work with a national grief charity have strengthened my capacity for empathy, active listening, and trauma-informed support.
At the heart of my work is a commitment to safety—whether financial, emotional, or systemic. I’m drawn to purpose-driven roles where insight and compassion meet, and where the wellbeing of people and communities is a true priority.
Overview
8
8
years of professional experience
Work History
Senior Fraud Analyst
Pro Direct Sport UK
11.2018 - 03.2025
- Analyzed high-risk transactions flagged by fraud system to identify and prevent fraudulent activity.
- Collaborated with team leader to refine risk profiles, balancing fraud prevention with minimizing false declines.
- Handled chargebacks and PayPal and Klarna disputes, responding to fraud alerts and compiling compelling evidence for dispute defense.
- Accountable for meeting review time targets and for keeping an acceptable chargeback ratio for accepted orders.
- Monitored transaction patterns and trends to update risk strategies and blocked lists.
- Trained new staff on fraud detection processes and provided support for fraud and payment escalations across departments.
- Reviewed customer verification documents and directly contacted customers when needed to confirm legitimacy.
- Proactively monitored unflagged transactions to detect suspicious activity in real-time.
Customer Service Advisor
Pro Direct Sport, United Kingdom
03.2017 - 11.2018
- Improved first-call resolution rates by providing accurate information and effective problem-solving skills.
- Provided exceptional support during peak periods or staff shortages, maintaining high levels of productivity and managed 25 calls per day.
- Created customer support strategies to increase customer retention.
- Managed escalated calls effectively, diffusing tense situations,negotiating resolutions and balancing warmth with professionalism
Education
Level 4 Diploma in Therapeutic Counselling - Mental Health Counseling
Devon And Cornwall Counselling Hub
Plymouth, United Kingdom 06-2020
Skills
- Fraud Detection & Prevention
- Transaction Monitoring
- Risk Profiling
- Chargeback & Dispute Management
- Data Analysis
- Customer Verification
- Team Support & Training
- Cross-Department Collaboration
- Clear and compassionate communicator
Singing, hiking, baking
- Singing – Whether it’s in the car or at home, singing is my go-to mood booster.
- Hiking – I love being out in nature and finding peace (and a good view) on long walks.
- Baking – Nothing makes me happier than the smell of something sweet in the oven and then making some coffee to go with that and share with friends.
Timeline
Senior Fraud Analyst
Pro Direct Sport UK
11.2018 - 03.2025
Customer Service Advisor
Pro Direct Sport, United Kingdom
03.2017 - 11.2018
Level 4 Diploma in Therapeutic Counselling - Mental Health Counseling
Devon And Cornwall Counselling Hub
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