Josephine Chung

OKX – Fraud Risk Specialist → Shift Lead → (SME), July 2023 – Present.

• Investigate high-risk and complex fraud cases, including: Account Takeovers (ATO), Scams (Phishing, Investment fraud, Social engineering), Web3 wallet hacks and scam patterns, and illicit fund inflows and suspicious activities.
• Leverage blockchain analytics tools like Chainalysis to trace fraudulent transactions and analyze crypto-crime trends.
• Apply statistical analysis techniques to spot behavioral anomalies, and investigate user account operations.

Promotion: Shift Lead (April 2024)

• Acted as the first escalation point for junior analysts.
• Resolved difficult case investigations, and delegated tasks.
• Provided real-time guidance and support to team members during live operations.

Promotion: Subject Matter Expert (SME) - Mid-2024 – Present.

• Assist team leads with strategic planning and workflow improvements.
• Conduct weekly quality assurance (QA) reviews and team meetings for announcements, process alignment, and knowledge sharing.
• Lead and deliver presentations on SOPs, and workflow refreshers.
• Design and conduct training programs for new hires and junior staff on product knowledge, fraud trends, investigation methods, and company tools.
• Research, develop, and produce digital learning content (videos, manuals, and handbooks).
• Track training progress, analyze effectiveness, and integrate post-training feedback for continuous improvement.
• Identify knowledge or skill gaps among team members, and implement corrective training methods (for example, updated SOP refresher and monthly review).

Key Strengths Demonstrated at OKX:

• Bilingual fluency in Mandarin and English: verbal, written, and typed, essential in communication with diverse customers and cross-border teams.
• Deep knowledge in fraud investigations, especially ATO, scam methodologies, and Web3 exploit trends.
• Proficient in blockchain analysis using Chainalysis, with a solid grasp of crypto forensics, and fraud pattern recognition.
• Expertise in designing and delivering training tailored to operational needs, trainee profiles, and evolving fraud tactics.
• Strong analytical and communication skills in both technical and educational capacities.
• Experienced in delivering both in-person and virtual training sessions, assessing learning effectiveness, and enhancing instructional materials.

• Answering questions about a company's products or services.
• Handling complaints to building strategies for improving the overall customer experience and fostering loyalty.
• Handling 70+ chats daily, with duties including retrieving customer data, presenting relevant product information, and cancelling services.
• Handling refund or replacement system.
• Keep accurate records of customer interaction and corresponding cases.

• Introduced customers to a varied range of Lavender products.
• Provided answers to queries presented by customers regarding product information and available offers.
• Memorized the entire line of company products and services.
• Supervised and trained the teams in sales, merchandising, and inventory control.
• Evaluated staff performance based on company standard operating procedures and ensured all procedures are strictly adhered.
• Managed outlet daily operations and forecasted outlet monthly budgets.
• Analysed production schedule to capture sales and minimise wastage.
• Identified and assessed customers' needs to achieve satisfaction.

• Provided comprehensive administrative and secretarial support to the CEO.
• Maintained the CEO's and other records accurately within the filling and information system.
• Handled UBS AND SQL system.