Mariam Ishaq

Responsibilities:

• Fraud Detection & Prevention: Monitor and analyze account activity to identify and prevent account takeover attempts using advanced algorithms and machine learning tools.
• Risk Management: Implement and manage strategies to reduce the risk of account takeovers, including developing and applying risk assessment models and fraud detection techniques.
• Data Analysis: Conduct thorough analyses of account-related data to identify trends and patterns indicative of potential security threats, enhancing the accuracy of prevention mechanisms.
• Compliance & Reporting: Ensure all account takeover prevention activities comply with relevant regulations and internal policies, and generate comprehensive reports on incidents, trends, and preventive measures.
• Customer Outreach: Perform outbound calls to affected users to verify account security, provide guidance on preventive measures, and address any concerns related to potential account takeovers.

Key Achievements:

Successfully prevented over 50 fake account takeover attempts, reducing potential financial losses and protecting user accounts.

Developed a user education program that increased awareness of account security best practice by 90%, leading to a 77% decrease in user-reported phishing attempts.

Conducted thousands of proactive outreach calls to users, improving user trust and engagement while providing essential guidance on account security.

Responsibilities:

• Customer Interaction: Conduct Level 1 to Level 3 chat support for business onboarding, addressing a wide range of customer inquiries and issues with professionalism and efficiency.
• Issue Resolution: Resolve complex customer issues related to account setup, verification processes, and platform functionality, ensuring a smooth onboarding experience for new clients.
• Documentation & Reporting: Maintain detailed records of customer interactions, issues, and resolutions, and generate reports on recurring problems and trends to help improve the onboarding process
• Feedback Collection: Gather and analyze customer feedback to identify areas for improvement in the onboarding process and contribute to the development of new support strategies.

Key Achievements:

• Successfully handled over hundred of chat interactions on daily basis, achieving a 100% customer satisfaction rating by providing timely and effective solutions.
• Resolved 99.99% of complex issues, leading to a 100% reduction in escalations and improving overall onboarding efficiency.

• Led a dynamic team in the Sales Department, overseeing and guiding daily operations to drive revenue growth.
• Directed and motivated a team of sales representatives in executing targeted cold-calling campaigns to engage potential customers in the USA market.
• Promoted and sold a range of digital marketing services, including SEO (Search Engine Optimization), SEM (Search Engine Marketing), and landing page solutions.

Role:

• Assisted laboratory technologists and pathologists in conducting diagnostic tests and experiments to support patient care and research initiatives.
• Responsible for specimen collection, handling, and preparation under supervision, ensuring adherence to quality control and safety protocols.
• Compiled and analyzed test results, prepared reports, and contributed to ongoing research projects under the guidance of senior staff.

Achievements:

• Successfully supported the pathology team in delivering accurate and timely test results, contributing to efficient patient care and diagnosis.
• Gained hands-on experience in laboratory techniques and procedures, including proficiency in handling specialized equipment and software.

Skills Developed:

• Proficiency in laboratory techniques and procedures related to pathology and diagnostic testing.
• Attention to detail and adherence to stringent quality control and safety standards.