Photography
JOYCE WANGUI GITUMBI
Nairobi,59162
Summary
Experienced Fraud Risk and Dispute professional with over 10 years of experience in the Airline and Fintech industry. Excellent reputation for resolving problems and improving customer satisfaction. Highlights of my experience include; analyzing transactions on a watch list for manual fraud review, monitoring and updating on any fraudulent pattern, keeping track and defending all chargebacks received. I seek to further exploit my skills in a senior position in fraud and risk management in an organization where I can make a positive change by challenging processes and improving its effectiveness in its day to day running of Fraud Operations.
Overview
2
2
Languages
1
1
Certification
7
7
years of post-secondary education
12
12
years of professional experience
Work History
FRAUD PREVENTION OFFICER
DIRECT PAY ONLINE
Nairobi, Kenya
11.2020 - Current
- Analyze Transactions requiring verification as per the outlined fraud prevention procedures.
- Monitor, update and report any fraudulent activity/pattern within transactions.
- Maintain the chargeback rate below the set threshold with all acquirers.
- Maintain the Fraud rate below the set threshold.
- Monitor the department Dashboards and report any unusual indicators.
- Actively listen to customers, handled concerns quickly and escalate major issues to supervisor.
- Participate in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Perform duties in accordance with all applicable standards, policies and regulatory guidelines to promote safe working environment.
- Handled day-to-day running of departmental tasks, ensuring high levels of productivity and progression.
SENIOR FRAUD ANALYST
KENYA AIRWAYS LIMITED
Nairobi, Kenya
08.2017 - 05.2020
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Received and follow up with respective banks as per the time of each as outlined within the fraud prevention procedures.
- Defending the chargeback fraud cases with the banks to ensure that the airline does not lose money.
- Communicating with card issuers and cardholders to ensure their account safety and preventing loss.
- Investigating and analyzing the causes, methods and process of fraud activities and generating credit card fraud prevention and analysis reports.
- Implemented fraud rules for the payment system acquired that helped in the automatic screening of orders.
- Helped organize the first and second fraud workshop for airlines that was held in Nairobi in collaboration with IATA.
- Mentored and trained new staff that joined the E-Commerce Team, fraud division.
- Nominated to represent the company on a panel to the first IATA global event held in Portugal 2018.
- Helped launch credit card and Alternative forms of payment to the Kenya Airways Website by thorough testing to ensure that they worked.
- Successfully managed and led a team of five members.
- Increased the loyalty and satisfaction of customers by always responding to emails and calls on time..
- Provided exemplary level of customer service to all individuals, including clients and company personnel.
- Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
E COMMERCE OFFICER
KENYA AIRWAYS LIMITED
Nairobi, Kenya
01.2009 - 08.2017
- Processed ticket orders received through mobile money payment and online ticket orders.
- Investigated and analyzed the causes, methods and processes of fraud activities and generated credit card fraud prevention and analysis reports.
- Defended charge-back fraud cases with the banks to ensure that the airline did not lose money.
- Communicated with card issuers and cardholders to ensure their account safety and prevented losses.
- Documented and reported on fraud cases received.
- Eliminated downtime and maximized revenue by providing top project quality control.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Prepared a variety of different written communications, reports and documents to ensure smooth operations.
INTERN
KENYA AIRWAYS LIMITED
Nairobi, Kenya
06.2008 - 11.2008
- Delivered clerical support by handling range of routine and special requirements.
- Sorted and organized files, spreadsheets and reports.
- Answered incoming telephone calls, took down messages and provided information.
- Interacted with customers by phone, email or in-person to provide information.
- Took detailed meeting minutes, prepared meeting rooms and compiled paperwork to support department.
- Provided customers with product and service information.
- Managed Route calls to the appropriate resource.
Education
Bachelor of Business Administration (B.B.A - PROCUREMENT AND SUPPLY CHAIN MANAGEMENT
KENYA METHODIST UNIVERSITY
NAIROBI 01.2011 - 07.2016
IATA Consultancy Course - undefined
Nairobi
Aviation College
03.2008 - 09.2008
IATA Foundation Course - undefined
Nairobi Aviation
College
03.2007 - 03.2008
Skills
Fraud prevention
Certification
Certificate in Microsoft Applications- Presbyterian Emmanuel Computer College
Interests
Traveling
Solving Puzzles and Grids
Listening to music
Timeline
FRAUD PREVENTION OFFICER
DIRECT PAY ONLINE
11.2020 - Current
SENIOR FRAUD ANALYST
KENYA AIRWAYS LIMITED
08.2017 - 05.2020
Bachelor of Business Administration (B.B.A - PROCUREMENT AND SUPPLY CHAIN MANAGEMENT
KENYA METHODIST UNIVERSITY
01.2011 - 07.2016
E COMMERCE OFFICER
KENYA AIRWAYS LIMITED
01.2009 - 08.2017
INTERN
KENYA AIRWAYS LIMITED
06.2008 - 11.2008
IATA Consultancy Course - undefined
Nairobi
Aviation College
03.2008 - 09.2008
Certificate in Microsoft Applications- Presbyterian Emmanuel Computer College
03-2007
IATA Foundation Course - undefined
Nairobi Aviation
College
03.2007 - 03.2008
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