Lee Valenzuela
South Triangle
Summary
Experienced Fraud Detection Officer with over 2 years of expertise in identifying and mitigating fraud risks. A seasoned customer service professional with a strong background in handling diverse client needs. Skilled product trainer in BPO environments, with a focus on optimizing team performance and knowledge. Additional experience in social media management, HR, and payroll functions, providing a well-rounded skill set. Known for excellent communication, leadership, and problem-solving abilities in dynamic, high-pressure environments
Overview
20
20
years of professional experience
Work History
Fraud Detection Officer
ANZ Global Services Inc
Quezon City
01.2023 - Current
- Examine alerts via PRM and decide if a transaction is legitimate or potentially fraudulent/scam based on risk
- Verifies possible fraud transactions via review of transaction logs
- Ensures that detection of fraud transactions, call-outs to account holders, blocking of accounts are done within the prescribed time-frame
- Speak with, empathize, and coach vulnerable customers and those who have fallen victim to complex, socially engineered scams
- Ensured the security and confidentiality of sensitive information
- Responsible for the cancellation and replacement of lost & stolen cards during NZCC off hours and assist in setting up callbacks for customers reporting a fraud dispute, and guide customers with other queries to call back during business hours for resolution
HR/SM Manager
LCSN HK
10.2020 - 06.2022
- Oversees all aspects of human resources within an organization, including recruitment, hiring, employee training and development, performance management, employee relations, ensuring compliance with labor laws, and maintaining a positive workplace culture by developing and implementing strategies to attract, retain, and motivate employees, acting as a bridge between management and the workforce; essentially managing the employee lifecycle from onboarding to exit.
- Responsible for developing and executing a strategy to manage a company's online presence across various social media platforms, including creating engaging content, interacting with followers, analyzing performance data, identifying trends, and running campaigns to build brand awareness and community engagement, all while maintaining a consistent brand image across platforms.
Social Media Manager
QuickBox International
HK
06.2020 - 02.2021
- Facilitated collaboration across departments to integrate social media initiatives with broader marketing campaigns.
- Developed and implemented successful social media campaigns to support company objectives.
- Utilized social media management tools (e.g., Hootsuite, Buffer) to schedule posts, track engagement, and analyze performance.
- Utilized Twitter and Facebook to promote products, services and content.
- Conducted competitor analysis to identify trends and opportunities for brand differentiation on social media.
- Developed and maintained company corporate image and identity using logos and signage.
Home-based Online Senior English Teacher
51Talk
06.2018 - 04.2020
- Delivering English language instruction to students whose primary language is not English, focusing on developing their reading, writing, speaking, and listening skills through tailored lesson plans, while assessing their progress and adapting instruction to meet individual needs, often within a diverse classroom environment.
Senior Payroll Specialist
ADP Philippines Inc.
02.2011 - 04.2018
- Senior Payroll Specialist (Majors and Small Business Services)
- POC and Assistant Team Leader (DVS/W2/Health and Welfare/Tuition and Fitness Reimbursement)
- Product Trainer (DVS/W2/Health and Welfare/Tuition and Fitness Reimbursement/COBRA)
- Senior Analyst (DVS/W2/Tuition and Fitness Reimbursement/Health and Welfare/COBRA/FSA)
Customer Service Representative
Interactive Technology Solutions
05.2010 - 11.2010
- Customer Service Representative (ISP)
- Inbound Sales Representative (ISP)
- Email Support (Customer Service/Sales Representative ISP)
Inbound Sales Representative
Aegis PeopleSupport
11.2009 - 04.2010
- Presented sales pitches to clients with basic needs.
- Participated in regular training sessions on sales techniques and best practices.
- Cross-sold additional products and services to purchasing customers.
- Updated customer information in the database accurately.
- Closed sales by building rapport and overcoming objections.
Customer Service Agent
Sykes Asia Inc.
04.2009 - 10.2009
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Provided product information to customers in a timely manner.
- Documented customer correspondence in CRM to track requests, problems, and solutions.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
Pharmacy Services
APAC Customer Service Inc.
03.2008 - 03.2009
- Pharmacy Services (Medical Account)
- Customer Service Representative (Medical Account)
Customer Service Representative
Sykes Asia Inc.
01.2005 - 02.2008
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Answered customer inquiries and provided accurate information regarding products and services.
- Answered customer inquiries via phone, email, and chat.
- Developed strong customer relationships to encourage repeat business.
- Developed positive relationships with customers through friendly interactions.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
Skills
- Professionalism
- Teamwork and collaboration
- Fraud detection
- Strong client relations
- Detail-oriented
- Communication skills
- Skilled problem solver
- De-escalation techniques
- Customer relationship management
- Strong conflict resolution skills
- Multitasking capacity
- Continuous improvement
- Quality assurance
- Interpersonal skills
Timeline
Fraud Detection Officer
ANZ Global Services Inc
01.2023 - Current
HR/SM Manager
LCSN HK
10.2020 - 06.2022
Social Media Manager
QuickBox International
06.2020 - 02.2021
Home-based Online Senior English Teacher
51Talk
06.2018 - 04.2020
Senior Payroll Specialist
ADP Philippines Inc.
02.2011 - 04.2018
Customer Service Representative
Interactive Technology Solutions
05.2010 - 11.2010
Inbound Sales Representative
Aegis PeopleSupport
11.2009 - 04.2010
Customer Service Agent
Sykes Asia Inc.
04.2009 - 10.2009
Pharmacy Services
APAC Customer Service Inc.
03.2008 - 03.2009
Customer Service Representative
Sykes Asia Inc.
01.2005 - 02.2008