Emil Francis Cofreros

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.