Hamza Irfan

Led fraud prevention and identification efforts, achieving a 20% reduction in fraud cases through proactive monitoring and compliance improvements. Decreased customer payment disputes by 30% and improved the dispute win rate by 25%, ensuring smoother financial processes. Conducted QA testing and implemented product changes, enhancing security while maintaining user-friendly features.

Managed a team of Product Experience Analysts (PEAs), leading to a 15% improvement in operational performance metrics and service-level agreements (SLAs). Addressed escalated issues on the office floor to ensure seamless daily operations and effective resolution of customer challenges. Streamlined workflows and implemented process optimizations, significantly enhancing productivity and team efficiency.

Provided chat and email support to customers, achieving a 98% success rate in resolving service issues while proactively identifying and addressing recurring problems. Maintained a 95% customer satisfaction rate by delivering timely and effective assistance, ensuring customer needs were met efficiently.

Conducted testing and quality assurance for electrical systems, improving system reliability while maintaining compliance with safety standards. Managed and tested low-voltage and medium-voltage components, enhancing integration efficiency across production setups. Collaborated with teams and subcontractors to resolve technical issues, ensuring zero downtime and smooth operations. Streamlined test reporting processes, optimizing workflows, and reducing overall testing time.