Frushell M.

Experienced Customer Service Representative and Fraud Analyst

I am an Electronics Engineering graduate from Saint Louis University here in the Philippines. I was employed at Sitel Philippines, Inc. as a customer service representative for 3 years 4 months. My responsibilities include providing excellent and satisfactory customer service to our US-based clients calling about concerns on their credit cards. During my stay at Sitel, I was in the running to be a Quality Analyst. I also had the opportunity to work as a fraud analyst for Convergys Baguio for 7 months. My responsibilities include identifying fraudulent activities at its earliest stage for our US-based credit card holders. From August 2015 to October 2024, I have worked as an internal Upwork hire under the Upwork Identity Risk Management Team. I started as an IRM agent whose main task involves the review of Upwork accounts to identity any potential fraudulent activity. This role demands a keen attention to detail, and a sharp eye in detecting unusual pattern or behaviors on the account being reviewed. Part of my responsibilities also include communicating through Zendesk with Upwork users who had issues related to their accounts as a result of IRM investigations. I was an agent for about 2 years, and then moved rank to become a Fraud Analyst Quality Coach. As a QA coach I had to maintain my knowledge of the team's updates and processes, but the majority of my time was dedicated to providing quality feedback to agents about any missed opportunities they might have regarding the team's processes and procedures. I also worked with agents to come up with workable action plans to improve QA performance and KPI, and provide support and motivation to agents. This role had sharpened my communication skills since I am constantly required to speak to agents during coaching. After 5 years I again moved rank to become a Senior QA agent until the end of my contract on October 2024. As a senior QA agent, I didn't have to regularly meet with agents to do coaching but I was tasked to review QA coaches' reviews and to monitor how calibrated the QA team is regarding process updates and procedures. I also take care of updating reference documents related to IRM reviews, and take ownership of running bi-weekly team meetings of the IRM Team.