Open to opportunities

diana macaraeg

@dianamacaraeg

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Customer Service Fraud Analyst skilled in fraud detection, customer support, and data accuracy.

Philippines

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What I'm looking for

I’m looking for a role where I can combine fraud detection with customer support—using investigation, documentation, and clear communication to reduce risk, improve satisfaction, and keep records accurate while contributing to smooth operations.

I’m a results-driven professional with 1 year and 11 months of experience as a Customer Service Fraud Analyst and 6 months as a Virtual Assistant. I combine clear communication, strong attention to detail, and practical data-driven investigation to protect customers and improve outcomes

Experience

Work history, roles, and key accomplishments

Customer Service Fraud Analyst

Concentrix

May 2024 - Apr 2026 (1 year 11 months)

Handled 50+ inbound and outbound customer calls daily using internal communication systems, maintaining 95% customer satisfaction ratings. Investigated 50+ account security cases weekly with LexisNexis and resolved customer concerns through phone support and case documentation to improve fraud detection efficiency and reduce escalation rates.

Customer Service Fraud Investigation LexisNexis Inbound Calls Case Documentation Customer Satisfaction Escalation Management

Virtual Assistant & Book Keeper

Chan One Corner Lodge

Aug 2023 - Feb 2024 (6 months)

Managed contact lists, calendars, reservations, and guest inquiries while handling email and social media support for multiple platforms. Scheduled weekly content using Meta Business Suite to maintain 100% on-time posting consistency, and used Excel for booking/expense tracking to improve reporting accuracy and reduce manual errors.

Virtual Assistance bookkeeping support Calendar Management Reservation Management inquiry handling Social Media Management Meta Business Suite Excel