At Accenture, I review escalated reports, flagged accounts, and appeals for a global social media platform, applying community guidelines and terms of service across 60–80 daily interactions. I maintain 95%+ CSAT against an 80% department benchmark.
I also investigate account integrity issues, including account lockouts, 2FA failures, login errors, and suspected unauthorized access. I document cases in CRM ticketing systems and route complex or high-priority issues to internal trust and safety, engineering, and policy teams.
Previously, I investigated fraud flags and disputed transactions for Ally Bank, and reviewed unauthorized transactions, compromised accounts, and payment disputes for Cash App. My experience also includes shipment coordination at Amazon and customer service supervision at Publix.
