Wyndell Julian

Identified and investigated potential fraudulent activities using advanced data analysis and machine learning techniques, improving fraud detection processes and reducing false positives. Mentored team members to increase operational efficiency and accuracy.

Acted as stand-alone supervisor for real-time analysts, monitored KPIs, created reports, and provided hourly/weekly/monthly metrics to stakeholders to optimize labor utilization. Mentored new analysts and improved team performance through coaching.

Monitored agent performance and KPIs, created and maintained real-time reports, and collaborated with stakeholders to identify performance improvement areas. Analyzed multi-source data to detect trends and anomalies.

Mentored junior team members on best practices and technical skills, and implemented automation tools to streamline workflows, increasing team productivity. Served as a technical resource for operational issues.

Reviewed and analyzed customer accounts and complaints to identify fraud risk and suspicious activities, producing reports and files that increased detection efficiency. Recognized for attention to detail and accuracy.

Handled customer inquiries and complaints efficiently following SOPs, delivering clear verbal and written communication and consistently exceeding metric targets. Awarded Top Agent multiple months for performance.

Completed coursework or training related to computer engineering or technical support while employed at Concentrix from November 2022 to November 2024.

Completed secondary education at Colegio de Montalban, finishing in 2016.