Emil Francis Cofreros
@emilfranciscofreros
Customer-focused BPO professional specializing in fraud analysis, complaint resolution, and airline customer relations.
What I'm looking for
I am a customer-focused BPO professional with four years of experience supporting financial fraud, retail operations, and the airline industry. I specialize in fraud analysis, escalation handling, and delivering empathetic, policy-driven resolutions across phone, email, and chat channels.
At Alorica I served as a Subject Matter Expert for Amazon, providing real-time floor support, mentoring five training classes, and collaborating on process and quality improvements. As a Fraud Analyst at Concentrix I managed sensitive fraud cases for a major bank, securing accounts, processing claims, and working closely with Financial Crime Analysts to determine case outcomes.
Currently I work as an Airline Customer Relations Specialist, resolving complex complaints related to disruptions, refunds, and baggage while adhering to airline guidelines and SLAs. I bring strong communication, attention to detail, and a track record of improving customer satisfaction through clear, compliant problem-solving.
Experience
Work history, roles, and key accomplishments
Travel Consultant
Concentrix
Dec 2024 - Present (1 year 3 months)
Supported airline customers across pre- and post-travel journeys via email, handling bookings, itinerary changes, fare rules, and then upskilled to Complaints Resolution Specialist managing complex complaints, refunds, and service recovery.
Fraud Analyst
Concentrix
Oct 2023 - Oct 2024 (1 year)
Managed sensitive customer interactions regarding suspected fraudulent activity for a banking client, secured compromised accounts, processed fraud claims, and collaborated with Financial Crime Analysts to determine case resolutions in compliance-driven workflows.
Customer Service Associate
Alorica
Jul 2021 - Jul 2023 (2 years)
Provided multichannel customer support for a major e-commerce client, served six months as Subject Matter Expert offering real-time floor support, handled complex escalations, and mentored five training classes to improve onboarding performance.
Education
Degrees, certifications, and relevant coursework
Sumulong Colleges of Arts and Sciences
Bachelor of Science, Psychology
2023 -
Pursuing a Bachelor of Science in Psychology at Sumulong Colleges of Arts and Sciences beginning in 2023.
Tech stack
Software and tools used professionally
Availability
Location
Authorized to work in
Job categories
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