Customer Success Specialist | Fraud & Risk Analyst with Salesforce| SaaS & Techn

Device & system troubleshooting Telecom and software support CRM, ticketing, and technical tools SaaS platform integrations Software testing (UAT, QA, regression) Technical writing and documentation Supervisory support in tech environments Risk tools, audit systems, and backend investigation Customer onboarding and setup assistance

Throughout my 20‑year career in customer service, technical support, SaaS integrations, fraud analysis, and administrative operations, data capture has been a core part of my responsibilities. In every role I’ve held, I consistently worked with customer data, case information, CRM updates, account details, technical logs, and compliance records, ensuring accuracy, completeness, and proper documentation. I began my career capturing customer information and technical issue details while supporting device troubleshooting and scheduling service appointments. As I progressed into senior support and subject matter expert roles, I handled high‑volume data entry within CRMs, ticketing systems, and Avaya monitoring tools while supporting telecom customers with technical, billing, and service-related concerns. When I moved into onboarding and operations support, I was responsible for documenting processes, updating internal knowledge bases, and managing information used for training and performance monitoring. This involved structured data capture for reporting, agent performance, and internal communication. During my years in fraud and risk analysis, data capture became even more critical. I worked extensively with KYC/KYB documents, customer identity records, claim details, dispute evidence, chargeback data, and risk assessment notes. Accuracy was essential, as every entry impacted compliance, financial decisions, and case outcomes. I analyzed case files, submitted detailed reports, and updated internal systems with verified and validated information. In my more recent roles in SaaS support and customer success, data capture included CRM updates, customer onboarding details, integration logs, troubleshooting findings, and test results from software releases. I documented product behaviors, captured bug reproduction steps, updated knowledge materials, and produced clear and organized self‑help content based on user needs and product behavior. Across all these roles, I consistently maintained high accuracy, strong attention to detail, and a disciplined approach to organizing, tracking, and updating information. Whether entering case notes, logging customer interactions, documenting technical issues, or recording compliance data, I ensured that every piece of information was complete, clear, and reliable. My 20 years of experience reflect a deep understanding of how proper data capture supports operations, compliance, decision‑making, and customer success.

With two decades of experience across customer service, technical support, fraud/risk analysis, SaaS integration, onboarding, and administrative operations, I have built a strong and versatile career supporting global companies across multiple industries. My background reflects consistent advancement, increasing responsibilities, and a proven ability to deliver exceptional service in fast‑paced and highly regulated environments. I began my career in 2006 in technical support and customer care, assisting customers with troubleshooting, appointment setting, warranty coordination, and service scheduling. These early years strengthened my problem-solving ability, communication skills, and customer‑first approach — laying the foundation for the leadership and analytical roles I later took on. Over the next several years, I advanced into senior customer support and subject matter expert roles, supporting telecommunications clients in technical, billing, and sales needs. I managed outlier teams, coached agents, provided floor support, and handled real‑time operations. I worked extensively with CRMs, Avaya systems, ticketing tools, and process documentation, ensuring high-quality service delivery. By 2018, I expanded into onboarding support leadership, assisting with documentation, transition processes, and agent monitoring. My role included supervising calls, managing administrative tasks, drafting technical content, and supporting operational changes during large‑scale transitions. From 2020 onward, I transitioned into specialized work in fraud analysis, risk mitigation, KYC/KYB compliance, and financial claims handling. This period strengthened my analytical skills, case management expertise, and ability to handle sensitive and high‑stakes investigations with accuracy and professionalism. Between 2023 and 2025, I broadened my scope further through roles in SaaS integration support, B2B assistance, software testing, technical writing, and customer success. During this time, I supported global SaaS clients—including YakChat—providing integration troubleshooting, customer onboarding, quality assurance testing, and the creation of self‑help materials and video guides. I also handled B2B lead generation, client communication, and administrative support for international teams. Across all 20 years, I consistently delivered: High-level customer support via phone, chat, and email Technical troubleshooting and software/system navigation Fraud investigation and compliance checks CRM and SaaS platform support Admin support, scheduling, and coordination Documentation, reporting, and training assistance Leadership, coaching, and performance support My long-term career demonstrates my reliability, adaptability, and unwavering commitment to excellence. With strong communication skills, a deep understanding of customer behavior, and technical proficiency across multiple platforms and tools, I bring a mature, well-rounded, and professional approach to every role I take on.

I used Salesforce extensively to manage cases, track investigations, and organize all ticket‑related workflows for fraud, risk, and dispute resolution. I handled a high volume of cases daily, and Salesforce allowed me to document findings, update case statuses, attach evidence, and coordinate actions across multiple internal teams. In my role as a Risk & Fraud Analyst, I evaluated suspicious account activity, performed detailed risk assessments, and conducted investigations into potential fraud. This included reviewing transaction patterns, analyzing user behavior, validating identity information (KYC/KYB), and assessing the legitimacy of claims and disputes. I used Salesforce to consolidate all case data, escalate issues when necessary, and maintain a clear audit trail for compliance. I also worked on chargeback support, evidence gathering, and claims documentation, ensuring that all relevant information was captured precisely and submitted within defined timelines. My work required accuracy, confidentiality, strong analytical skills, and a deep understanding of PayPal’s risk policies. Using Salesforce as my central tool, I was able to manage complex cases efficiently, ensure consistent documentation, and deliver thorough assessments that helped protect both customers and the platform from fraudulent activity.

I used Zoho CRM extensively to manage lead generation and support the onboarding of B2B clients. My responsibilities included capturing and organizing prospect information, tracking outreach activities, updating lead statuses, and managing the full lead lifecycle inside Zoho. I created and maintained structured pipelines, logged communications, and ensured all data was accurate and up to date for the sales and onboarding teams. As part of onboarding, I used Zoho to coordinate client information, track onboarding progress, document requirements, and ensure that each step of the process was completed smoothly. I monitored client activities within the CRM, scheduled follow‑ups, and facilitated communication between new clients and internal teams. By using Zoho’s tools effectively, I helped streamline workflows, improve data visibility, and support a seamless transition from lead to active B2B client.

I used Microsoft 365 extensively to manage office operations, administrative tasks, and B2B client support. Through tools like Outlook, Teams, Excel, Word, SharePoint, and OneDrive, I organized daily workflows, maintained communication channels, and ensured smooth coordination between internal teams and external business clients. Using Outlook, I managed calendars, scheduled appointments, organized meetings, and ensured timely follow‑ups with B2B clients. With Teams, I handled communication, shared files, coordinated updates, and supported onboarding activities. I also used Excel for tracking client information, updating records, maintaining reports, and monitoring progress on projects or integrations. For documentation and admin support, I utilized Word and SharePoint to create, edit, and store files, ensuring that information was properly organized and accessible for the team. OneDrive allowed me to maintain secure, cloud‑based storage, making collaboration quicker and more streamlined. By leveraging the full capabilities of Microsoft 365, I was ab

In my role at PayPal, I was responsible for detecting, analyzing, and preventing fraudulent activity across customer accounts and transactions. I worked daily with high‑risk cases, reviewing suspicious patterns, validating customer identities, and determining whether activity was legitimate or posed a potential threat to the platform. My work required strong analytical skills, attention to detail, and the ability to make accurate decisions quickly. I conducted fraud investigations, reviewed KYC/KYB documentation, and performed deep-dive assessments into user behavior, transaction histories, disputes, and claims. Using PayPal’s internal risk tools, audit systems, and financial investigation platforms—including Salesforce for case and ticket management—I evaluated evidence, documented findings, and took appropriate action to protect both customers and PayPal from losses. I also handled chargebacks and claims, gathering and analyzing supporting documentation to determine liability. This involved preparing detailed case reports, assessing fraud indicators, and ensuring all information aligned with compliance and regulatory standards. A key part of my role was preventing financial loss by identifying emerging fraud trends, escalating critical cases, and applying policy-based decisions consistently. I collaborated with cross‑functional teams when needed and maintained strict confidentiality and accuracy in every investigation. Through this position, I developed deep expertise in fraud detection, risk mitigation, compliance evaluation, and secure handling of sensitive financial data—skills that have strengthened my ability to assess complex situations and make sound, evidence‑based decisions.

I used HubSpot CRM to manage my B2B outbound cold‑calling activities in the healthcare sector. In this role, I introduced UK‑based pediatric nutrition products—specifically premium milk formulas—to U.S. pediatric clinics and healthcare professionals. Using HubSpot, I tracked leads, organized call lists, logged interactions, and monitored engagement throughout the outreach cycle. I managed the full communication process inside HubSpot, including updating lead statuses, recording call outcomes, sending follow‑up emails, and scheduling product introduction calls. I ensured that every touchpoint was documented accurately so the pipeline remained organized and easy to navigate. My goal was to educate pediatric clinics about the benefits and quality of the UK formula products, build interest, and create opportunities for product evaluation or adoption. Through consistent outreach, relationship‑building, and effective CRM management, I supported the expansion of these products into the U.S. healthcare market.

In my role at YakChat UK, I took an active part in software testing to ensure the platform’s stability and reliability within Microsoft Teams. I performed UAT, regression testing, and QA checks during new releases and updates. I verified new features, identified bugs, and ensured that existing functionalities continued to work without issues after each deployment. Part of my responsibility involved documenting issues clearly and submitting detailed bug reports to the development team. I also validated fixes and retested updated areas before release to ensure everything worked smoothly for end users. Because I combined testing with customer-facing responsibilities, I had a strong understanding of user pain points, which helped me catch issues early and recommend improvements. Alongside testing, I created self-help documentation, step-by-step instructions, and video tutorials to help users understand the platform better. This combination of testing and documentation allowed me to ensure the product was not only stable but also easy for customers to adopt and use confidently. My work at YakChat strengthened both product quality and user experience, making me an integral part of the SaaS release cycle

In my role with YakChat UK, I developed strong expertise in documentation and content creation for a SaaS communication platform integrated with Microsoft Teams. I focused on simplifying technical processes so customers could easily understand, adopt, and troubleshoot the software. I created a wide range of self‑help materials, including step‑by‑step guides, written instructions, process documentation, and user‑friendly technical articles. I also produced video tutorials that walked users through setup, configuration, and key product features, helping make the onboarding experience smoother for both new and existing customers. My documentation supported not only end‑users but also internal teams by providing clear, accurate, and accessible knowledge resources. Because I was also involved in software testing during releases — including UAT, QA, and regression testing — I ensured that all materials remained up‑to‑date and aligned with the latest product updates. Through this combination of documentation and testing, I helped reduce support tickets, improve user adoption, and enhance the overall customer success experience.

At PayPal, I handled a high volume of chargeback cases, managing the full lifecycle from initial dispute to final resolution. My role required reviewing transaction details, analyzing supporting evidence, and determining the legitimacy of customer claims. I evaluated each case carefully to identify signs of fraud, unauthorized activity, or merchant error, ensuring that decisions aligned with PayPal’s policies and financial regulations. I gathered and submitted documentation to card networks, prepared detailed case summaries, and ensured all evidence was accurate, complete, and delivered within strict deadlines. I also communicated updates through internal systems, collaborated with cross‑functional teams when necessary, and maintained clear, consistent notes for audit and compliance review. A key part of my work involved preventing financial losses by spotting patterns, identifying risk indicators, and making fast, accurate decisions in time‑sensitive situations. My experience strengthened my ability to manage complex investigations, maintain confidentiality, and handle sensitive financial data with precision.

At PayPal, I worked in a highly regulated environment where I handled sensitive financial data, fraud investigations, and compliance‑driven casework. My role required strict adherence to internal policies, external regulations, and industry standards governing online payments and identity verification. I performed KYC (Know Your Customer) and KYB (Know Your Business) compliance checks, validated documentation, and ensured users met PayPal’s identity and risk requirements before transactions or account access could continue. I also reviewed evidence for disputes, chargebacks, and claims, ensuring all case decisions aligned with regulatory guidelines, card‑network rules, and PayPal’s internal compliance framework. My responsibilities included maintaining accurate audit trails, updating system records, preparing case documentation, and ensuring all case actions followed strict timelines and legal requirements. This role strengthened my ability to analyze sensitive information, identify risk indicators, and make regulatory‑aligned decisions while protecting both customers and the platform. At YakChat, I supported 10DLC (10‑Digit Long Code) compliance, ensuring that all business messaging sent through the platform met U.S. carrier and industry regulations. My responsibilities included helping customers properly register their brands, campaigns, and use cases in compliance with The Campaign Registry (TCR) requirements. I assisted clients in submitting accurate information, reviewing message content guidelines, and ensuring that all SMS/MMS campaigns aligned with carrier‑approved standards—such as opt‑in requirements, message transparency, and prohibited content rules. I also communicated with customers to clarify submission details, prevent registration delays, and reduce the likelihood of message filtering or carrier rejection. In addition, I tracked registration statuses, updated customer records, provided guidance on best practices, and supported the YakChat team by ensuring that all submitted campaigns met the evolving 10DLC regulations. My work helped customers maintain high message deliverability while ensuring YakChat remained compliant with industry‑wide requirements.

In my role at Concentrix, I used Avaya extensively to monitor real‑time call activity, support frontline agents, and handle supervisory‑level customer interactions. I relied on Avaya’s dashboards to track queue status, call volume, RTA metrics, and agent performance, ensuring that service levels were met throughout each shift. I also managed supervisory calls, stepping in when customers needed escalated support or when agents required assistance with technical, billing, or service‑related concerns. Using Avaya’s monitoring tools, I listened to live calls, guided agents through difficult situations, and ensured that escalations were resolved professionally and efficiently.