Open to opportunities

Gloria Kalunde

@gloriakalunde

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Fraud prevention specialist with expertise in digital risk management.

Kenya

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What I'm looking for

I am looking for a role that challenges me and allows for growth in fraud prevention and risk management.

I am a dedicated fraud prevention specialist with over three years of hands-on experience in digital risk management, transaction monitoring, and content verification. My expertise lies in identifying emerging fraud patterns and analyzing suspicious user behavior to implement effective process improvements. I am passionate about building secure systems and ensuring platform integrity through data-driven decision-making.

In my recent role as a Trust & Safety Quality and Performance Supervisor at Social Discovery Group, I oversaw daily fraud case resolutions and ensured SLA compliance across a team of 13 members. I collaborated with global fraud prevention teams to refine detection workflows, contributing to tool enhancements that reduced false negatives by 20%. My proactive approach to fraud detection has consistently led to improved accuracy and efficiency in investigations.

My journey began as a Customer Service Representative at Multichoice Contact Centre, where I honed my skills in customer relations and problem-solving. I believe that effective communication and collaboration are key to success in fraud prevention, and I strive to foster a culture of integrity and vigilance in every team I work with.

Experience

Work history, roles, and key accomplishments

Trust & Safety Quality and Performance Supervisor

Social Discovery Group

Mar 2024 - Present (1 year 3 months)

Oversaw daily fraud case resolutions and ensured SLA compliance across 13 team members. Reviewed flagged profiles and content for signs of fraud, impersonation, and document forgery, contributing to tool enhancements that reduced false negatives by 20%. Developed incident reports and fraud trend summaries to support strategic risk decisions.

Fraud Detection SLA Quality Assurance Iovation Risk Management Content Moderation Data Analysis

Trust & Safety Associate

Social Discovery Group

Jun 2022 - Present (3 years)

Investigated suspicious user profiles and flagged fraudulent activity, including payment fraud, while reviewing member-generated content and responding to abuse reports. Processed document verification and reactivation requests, identifying forged IDs, and proposed workflow improvements that increased fraud detection accuracy by 15%. Maintained over 95% SLA adherence in handling fraud investigatio

Fraud Investigation Documentation Verification Content Moderation SLA Risk Management Iovation Hercule Deja Vu

Customer Service Representative

Multichoice Contact Centre

Nov 2020 - Present (4 years 7 months)

Handled diverse customer inquiries with a first-contact resolution rate exceeding company targets, building strong customer relationships through active listening and effective problem-solving. Analyzed customer interaction data to identify trends and assisted with billing issues, occasionally flagging fraud incidents. Consistently met or exceeded key performance indicators for customer satisfacti