Customer Service and Operation Risk Analyst

* Managed complex technical issues for a diverse customer base through inbound calls, ensuring timely and effective resolution. * Contributed to revenue growth by successfully upselling cable, internet, and phone services. * Performed accurate data entry and consistently delivered high-quality customer service. * Handled inbound calls and delivered exceptional customer service by assisting with phone activations and repairs. * Served as a Supervisor Representative, providing advanced support to customers with complex technical issues through Level II support access.

* Investigated disputed transactions for bank cardholders, with a focus on identifying and resolving potential fraud. * Analyzed transaction history—including withdrawals, deposits, holds, and declined transactions—to assess and mitigate risk. * Evaluated disputes to determine eligibility for chargebacks, provisional credits, denials, or approvals in compliance with bank policies and regulatory guidelines.