Open to opportunities

Olga Warren

@olgawarren

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I’m a Housing Advisor blending fraud analysis, compliance, and customer-first case resolution.

United Kingdom

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What I'm looking for

I’m looking for a role where I can combine housing advisory and fraud/risk analysis, handle complaints and escalations end-to-end, and improve customer journeys through digital transformation—while staying fully compliant and customer-first.

I provide front-line tenancy support and housing advisory services, with 8+ years of experience across SaaS, banking, housing, and digital services. I manage complaints and escalations, including anti-social behaviour cases, ensuring fair outcomes. I also support digital transformation projects to improve customer journeys while balancing compliance, empathy, and efficiency.

Previously, I investigated suspicious activity and fraud alerts at Lloyds Banking Group, ensuring compliance with regulatory and data protection requirements. Earlier experience as a Subject Matter Expert delivered advanced Google apps technical support, led fraud and payment investigations, and trained and QA-reviewed 20+ agents weekly using tools like ActiveH, Keyfax, and Verint.

Experience

Work history, roles, and key accomplishments

Current

Housing Advisor & Complaints Handler

Current

Stonewater Housing

Aug 2025 - Present (11 months)

Provided front-line tenancy support and housing advice, managing complaints and escalations and ensuring fair outcomes. Used ActiveH and Keyfax to log, track, and resolve cases and supported digital transformation to improve customer journeys.

Tenancy Support Housing Advice Complaints Case Management Fraud Detection Anti Social Behaviour Escalation Customer Advocacy ActiveH Keyfax Digital Transformation Customer Journey

Subject Matter Expert (Tier 3)

Conduent

Jan 2020 - Jan 2023 (3 years)

Delivered Tier 2/3 technical support for Google apps (Play Store, Google Pay, Family Link) and collaborated on fraud and payment investigations with engineers and external partners. Trained and QA-reviewed 20+ agents weekly and produced internal documentation and best-practice guidelines.

Technical Support Google Pay FamLink Fraud Investigation QA Coaching Documentation Best Practices

Coaching Data Analyst & Admin Assistant

Marine Inspection Services Ltd

Jan 2018 - Jan 2020 (2 years)

Produced operational reports, analysed data sets, and maintained compliance records while supporting coaching and administrative activities. Assisted with operational reporting and upkeep of compliance-related documentation.

Operational Reporting Data Analysis Compliance Administration Coaching

Fraud Analyst / Customer Support

Lloyds Banking Group

Jan 2024 - Present (2 years 6 months)

Investigated suspicious activity, fraud alerts, and escalated cases for Lloyds Banking Group customers while providing secure account support. Ensured compliance with regulatory and data protection requirements and assisted with fraud claims and account queries.

Fraud Analysis Customer Support Customer Account Queries Fraud Regulatory Compliance Data Protection