Open to opportunities

Rhiannon Plumb

@rhiannonplumb

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Fraud Analyst and customer-focused operations professional, using Excel and fraud checks to protect payments.

United Kingdom

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What I'm looking for

I’m looking for an advancement in my career and a new permanent position in a similar environment, joining a company that has a passion for its employees. I want to keep growing while applying my computer literacy, customer focus, and careful attention to detail.

I’m a hardworking, trustworthy Fraud Analyst with a quick but thorough work ethic and an open mindset. I enjoy completing challenges, learning new systems fast, and maintaining a professional manner when dealing with customers.

In my current role at Prepay Solutions, I’m keying around 80 payments a day following the SLA. I use Barn to check accounts for any fraudulent or unusual activity and to pass or reject payments, and I also use Cyclops to locate payments and complete processing.

Recently, I’ve also been doing representments—downloading files with Mastercard Connect and ensuring they’re sent to the correct client to complete the process accurately. Earlier in my career, I built strong customer service and administrative foundations through call and document-heavy roles.

I’ve worked as a Customer Service Agent on inbound calls, including booking MOTs on 1link and navigating drive by customer registration. I’ve also supported teams with high-volume admin (sorting and retrieving documents daily), and in recruitment I managed candidate follow-ups while performing extensive CV searching across Reed, Indeed, and CV Library.

Experience

Work history, roles, and key accomplishments

Current

Fraud Analyst

Current

Prepay Solutions

Nov 2021 - Present (4 years 7 months)

Reviewed around 80 payments per day against SLAs, using Barn and Cyclops to identify potentially fraudulent or unusual activity and approve or reject transactions. Completed Mastercard Connect representments by downloading files and routing them to the correct client.

Microsoft Excel Fraud Detection Cyclops System Representment Data Entry

Customer Service Agent

Arval UK

May 2021 - Nov 2021 (6 months)

Handled inbound calls from drivers booking MOTs on the 1link system, with call lengths typically between 5–20 minutes. Used the Drive system to look up vehicle details and coordinated with other departments, garages, and the AA to ensure authorised work and correct booking.

Inbound Calls Customer Service MOT Booking 1link System Troubleshooting

Customer Service Agent

Thames Water

Mar 2021 - May 2021 (2 months)

Managed inbound customer calls regarding water meter queries, bills, moving home, and other topics. Supported resolution by sending letters/emails and working on service tickets, improving how difficult situations were handled with a positive mindset.

Inbound Calls Customer Service Water Meter Support Billing Support De escalation Problem Solving Customer Care

Recruitment Consultant

Purely Recruitment

Jan 2021 - Mar 2021 (2 months)

Sourced and followed up with potential candidates via phone and email, maintaining reports to track progress. Performed extensive CV searching on Reed, Indeed, and CV Library, and made outbound sales calls to clients using Insightly to build relationships and identify new roles.

CV Screening Indeed CV Library Insightly Outbound Sales

Administrator

Arval UK

Oct 2020 - Jan 2021 (3 months)

Processed and filed around 500 V5 documents per day into correct alphabetical folders. Retrieved documents for colleagues, prepared items for posting, ensured vehicle pickup allocation in the Drive system, and compiled registration spreadsheets.

Document Management V5 Documents Mail Preparation Administration Data Entry

Recruitment Consultant

Purely Recruitment

Jul 2020 - Oct 2020 (3 months)

CV Screening Indeed CV Library Insightly Outbound Sales

Customer Service Advisor

Fleetcor

Jul 2019 - Jul 2020 (1 year)

Handled up to 100 inbound calls per day and responded to customer queries via email, including invoice queries and card order questions using GFN. Managed daily customer complaints responsibly, raising credits in Excel when required, and liaised with internal departments to ensure the right resolution path.

Inbound Calls Email Support Invoice Card Order Queries Microsoft Excel Credit Notes

Call Centre Operative

Be Wiser Insurance

Mar 2019 - Jul 2019 (4 months)

Made outbound, script-based calls to website leads to offer improved insurance deals by phone, with calls lasting around 30 seconds to 2 minutes. When customers agreed to proceed, transferred calls to the sales agent.

Outbound Calling Lead Qualification Telephone Sales Call Transfer Time Management Compliance Minded Calls

Sales Assistant

House of Fraser

Oct 2017 - Feb 2018 (4 months)

Assisted customers face-to-face with their retail needs and provided friendly service to help with product selection. Worked on the tills and supported the changing rooms when required.

Retail Sales Customer Service POS Tills Face To Face Support Changing Room Support Teamwork Cash Handling Customer Support

Education

Degrees, certifications, and relevant coursework

The Commonweal School

English Literature, Psychology & Drama/Theatre Studies

Grade: C grades

Studied in the sixth form (English Literature, Psychology, and Drama/Theatre Studies) and took exams in summer 2018, receiving C grades.

The Commonweal School

GCSE Qualifications, GCSE

2011 - 2016

Grade: Eng Lit B; Eng Lang C; Science C; Spanish B; Maths C

Completed GCSE studies at The Commonweal School, earning grades including English Literature (B), English Language (C), Science (C), Spanish (B), and Maths (C).