Assistant Service Desk Analyst

• Jul 2022 - Present

Fraud Analyst

• Nov 2020 - Jun 2022

Providing high levels of customer service dealing with enquiries in regards to customers accounts. Leading customers through security following GDPR procedures. Reporting fraud cases in order to help customers secure their accounts and reclaim lost funds. Raising dispute cases for customers to help them reclaim funds in a variety of situations. Analysing aspects of account history, to include payment and transaction history. Gather information from customers in order to determine the potential of fraudulent activity on accounts. Helping customers unblock accounts and process payments they are having trouble making. Achieving Key Performance Indicators in line with service level and compliance. Quickly adapting to new processes advised from management in accordance with rising fraud trends. Support Front Office agents as a point of contact for information in regards to their customers and processes. Training Front Office agents when they come up from classroom training. Supporting Back Office sending out letters for newly received dispute cases.

Library Assistant

• Sep 2019 - Apr 2020

Providing high levels of customer service dealing with general enquiries as well as those related to Local Studies. Helping to cultivate a positive relationship between the library and the community. Maintaining high visual standards by quality checking and recognising ageing stock to adhere to accepted standards. Completing specialised tasks in addition to my day to day duties. These tasks have included creating new ways to make my team members jobs easier by re-organising and mapping existing areas of the library, dealing with cataloging and organisation of new materials as well as creating themed presentation boards for seasonal events. Indexing and cataloguing collections of photographs and other archived materials, sorting into years, categorising and storing within set deadlines. Following alphabetical, dewey decimal and local studies systems to re-shelve returned and new stock correctly. Providing cover for other branches in order to support when needed. Working effectively with a small team as well as on my own. Position unfortunately ended early due to Covid-19.

Specialist

• Nov 2011 - Aug 2019

Providing customers high levels of customer service creating rapport and delivering tailor made recommendations based on their requirements be it personal or business. Keeping up to date consistently with changing technology including software updates and new hardware. Working with a constantly changing team establishing myself as a reliable a point of support for management during high staff turnover periods such as Christmas. Supporting areas of the store other than sales such as inventory. Being part of a team that maintains visual standards, including quality checking to identify areas for improvement and implementing changes as needed. Working flexible out of hours shifts to prepare the store for product launches to the highest visual specification within tight deadlines. Working effectively in high pressure situations in a customer facing role for example during busy periods for new product releases, maintaining standards and meeting client expectation for service.