Zhul Jamillah L.

Customer Identity Specialist

I have been working in Business Processing Outsource for 16 years now. I'm trained to check the technical aspect of every user's account and their behavior to see any irregularities and and communicating to the user without incriminating them. Currently, I'm working as a technical investigator that is responsible for checking user's activities and behavior in a platform to prevent any fraud, scam, fake identities, and anomalous user trends. Primarily, we are checking the trends of every user or particular group by verifying their identities through call or chat and reviewing their accounts to connect every evidence gather to identify any irregularity that could compromise platform's security . I also work as a Technical Support Representative for security software and Digital Subscriber Line. We assist the customers to troubleshoot their internet or computer problems and installing the software remotely. I also worked for a cable company located in USA as a technical support representative and was promoted as a Team Leader after a year and a half. We cater customers' technical and customer service concerns in their three services -- Cable, Phone, Internet. As the team leader, we were trained to help the agents set their goals to achieve an aligned result. I was top performer supervisor for four consecutive quarters. And I have trained agents to perform and get incentives. I looked on individual's strength and areas of opportunity through "Quartile" process and use this as a reference on how to improve the team based on the metric required by the client. In order to achieve this there should be a concrete action plan and constructive step in coaching. Considering the trainings and experiences I have I'm confident that I can identify any illicit behavior and trends and communicate accurately to find a better solution.