Faisal khan

« Investigating compromised accounts resulting from phishing attacks,
ensuring timely resolution and account recovery.
Monitor account activity and transactions in real-time to detect
potentially fraudulent behaviour.
« Investigating suspicious cases and escalate complex fraud scenarios
fo appropriate teams for further review.
« Analyzing pattems and frends in data fo proactively identify new
fraud tactics or vulnerabiities.
« Handling escalations initiated by the core support teams.
« Gathering data and identifying regularities and generating insights
for the process improvements
« Scheduling daily huddles and help new hires in onboarding.

« Worked as COE Specialist in the Account Security and Risk
department, where the goal is fo investigate the accounts which
have been compromised due to phishing.
« Carrying out the necessary actions that need to be taken in order to
secure the accounts and block the phishers from accessing the
accounts again
« Execute tasks assigned fo on a daily basis by adhering to Standard
Operating Procedures (SOPs) and predefined guideiines.
« Completed statistical reviews fo uncover frends, pattems and
variations.
« Understand the issue and make best use of the available resources fo
resolve it

« Worked as a customer service executive on a client-based process
with the goal of achieving fhe best customer satisfaction by
demonstrating ownership to challenging customer issues through chat
and electronic mail
« Handled incoming queries in a timely manner with 90% resolved
customer satisfaction rate.
« Records customer inquiries by documenting inquiry and response in
customers accounts
« Improves quality service by recommending improved processes;
identifying new product and service applications.
« Updates job knowledge by participating in educational opportunities.