Harlene

With over 7 years of progressive experience as a Customer Service Representative

mark as hired

Overview

Looking for any work (8 hours/day)

at $8.49/hour ($1,636.35/month)

Bachelor's degree

Last Active

August 8th, 2026 (8 days ago)

Member Since

March 1st, 2026

Profile Description

Experienced professional with a strong background in customer service and operations management. Started as a service crew and quickly promoted to on-site supervisor, demonstrating leadership and organizational skills. Transitioned into the BPO industry as a Customer Service Representative under a fraud prevention account, where I developed expertise in risk assessment and client support. Promoted to Operations Supervisor, successfully managing a team of 10 agents for almost 7 years. Skilled in multitasking, team leadership, fraud prevention, and process improvement, with a proven track record of delivering results and maintaining compliance.

Top Skills

Customer Support » Customer Service » Fraud detection

Experience: 5 - 10 years

- Expertise in identifying, analyzing, and mitigating fraudulent activities across customer accounts. - Strong knowledge of fraud detection tools, compliance standards, and escalation protocols.

Project Management » Process Improvement

Experience: 5 - 10 years

- Implementing workflow enhancements to reduce fraud exposure and improve efficiency. - Collaborating with cross-functional teams to streamline fraud prevention processes.

Office and Administration » Team Leadership

Experience: 5 - 10 years

- Supervising teams to ensure adherence to KPIs, SLAs, and quality standards. - Driving performance through coaching, mentoring, and structured feedback sessions. - Workforce management skills: scheduling, capacity planning, and resource allocation.

Other Skills

Office and Administration » Microsoft Excel

Experience: 10+ years

- Skilled in organizing large datasets, cleaning data, and maintaining fraud case records. - Use of advanced filters, conditional formatting, and data validation to ensure accuracy. - Creating automated reports and dashboards to track KPIs, SLAs, and fraud trends. - Applying formulas (VLOOKUP, INDEX-MATCH, IF, SUMIFS, COUNTIFS) to detect anomalies and suspicious patterns. - Designing charts and graphs to present fraud metrics clearly to stakeholders. - Using Power Query for advanced data transformation and integration.

Basic Information

Age: 31

Gender: Female

Website: Sign Up with Pro Account to View

Address: Dumaguete City, Negros Oriental

Tests Taken: IQ
Score: 81: DISC
Dominance: 26%
Influence: 12%
Steadiness: 36%
Compliance: 26%: English
B2(Upper Intermediate)

Government ID: Sign Up with Pro Account to View

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BENCHMARKS

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Harlene

With over 7 years of progressive experience as a Customer Service Representative

Overview

Profile Description

Top Skills

Customer Support » Customer Service » Fraud detection

Project Management » Process Improvement

Office and Administration » Team Leadership

Other Skills

Office and Administration » Microsoft Excel

Office and Administration » Decision Making

Coaching » Training and Development

Office and Administration » Microsoft Power Point

Office and Administration » Microsoft Word

Basic Information