Summary
Overview
Work History
Education
Skills
References
Timeline
Generic
Nadette Alaiza T. Echavia

Nadette Alaiza T. Echavia

FRAUD RISK ANALYST
Kuala Lumpur

Summary

Experienced professional with 10 years in BPO, customer support, risk operations, and technical troubleshooting. Seeking transition to specialized QA Analyst role. Proficient in QA auditing, compliance monitoring, and non-voice operations. Ready to bring value to team dedicated to top-notch quality standards, operational efficiency, and ongoing enhancement.

Overview

17
17
years of professional experience
3
3
Languages

Work History

Stripe Risk Operations – Financial Crimes, User Policy, Partner Risk, Fraud Investigation & Detection

TDCX
02.2022 - 07.2025
  • Investigated fraudulent patterns in credit card transactions and analyzed data trends to prevent loss.
  • Performed KYC validation, enhanced due diligence (EDD), and verified customer documentation.
  • Collaborated with global stakeholders on suspicious transaction reports, account monitoring, and escalation.
  • Addressed merchant issues via email (non-voice) related to payments, refunds, and verification.
  • Conducted QA audits on agent cases to ensure compliance with SOPs and regulatory requirements.
  • Led Root Cause Analysis (RCA) on recurring quality issues, identifying gaps and improvement areas.
  • Designed and implemented non-voice auditing templates for better evaluation and reporting.
  • Authored weekly and monthly QA reports highlighting quality trends, coaching needs, and performance metrics.
  • Participated in calibration sessions with internal and client QA teams to ensure audit alignment.
  • Mentored new agents and shared best practices to improve risk detection and case handling consistency.
  • Collaborated with colleagues and support staff to maximize team efficiency.
  • Worked well in a team setting, providing support and guidance.
  • Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.

Account Specialist – SMB

Stripe, Inc.
08.2021 - 01.2022
  • Delivered non-voice customer support via chat and email to Stripe merchants.
  • Managed escalations related to payment, refunds, pricing, and backend issues.
  • Routed merchants to appropriate internal teams and ensured prompt follow-up.

Technical Support Representative – Kaspersky Anti-Virus Software

Concentrix (Malaysia) Sdn Bhd
03.2019 - 10.2020
  • Provided Tier 1 support through calls, email, and remote desktop tools for antivirus software users.
  • Diagnosed malware and system performance issues and ensured accurate resolution documentation.
  • Oversaw up-selling and subscription renewals, boosting product usage and customer retention.
  • Managed Kaspersky's social media support channels, resolving public queries and aligning messaging with brand standards.
  • Responded to product inquiries, renewals, and troubleshooting via Facebook, Twitter, and email.
  • Coordinated with the marketing team on product campaigns and seasonal support messaging.
  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
  • Collaborated with cross-functional teams to identify recurring issues, developing proactive solutions to minimize future occurrences.
  • Enhanced team collaboration, leading cross-functional meetings to discuss quality assurance findings and improvements.
  • Maintained up-to-date knowledge of regulatory changes, ensuring product compliance across multiple markets.

Global Service Desk Analyst (SIEMENS, MHE, NIKE)

Atos Services (M) Sdn. Bhd
07.2016 - 03.2019
  • Acted as primary IT helpdesk contact; resolved L1 technical issues and escalated complex cases.
  • Maintained customer records and generated reports to aid IT decision-making.
  • Delivered customer satisfaction by documenting feedback and ensuring timely resolution.
  • Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
  • Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
  • Conducted regular reviews of service desk metrics to identify areas for improvement and implement enhancements accordingly.
  • Monitored system performance to identify potential issues.

Technical Support Engineer – HTC (Tier 1, Tier 2, RMA Escalations, SME)

Concentrix Corporation
08.2008 - 05.2016
  • Company Overview: Philippines
  • Handled advanced technical concerns, repairs, billing, and device support via chat, phone, and social media.
  • Supported Tier 1 agents, escalated unresolved issues, and prepared weekly escalation summaries.
  • Reviewed and closed escalated RMA repair center cases with a focus on resolution quality.
  • Philippines
  • Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
  • Mentored junior members of the team on best practices in issue resolution techniques.
  • Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
  • Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
  • Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
  • Maintained clear communication channels with clients throughout the troubleshooting process, ensuring transparency and trust.
  • Documented faults and bugs for referral to development staff for use in updates.

Education

Bachelor of Arts - English

Far Eastern University
Manila Philippines
04.2001 -

Skills

  • QA Auditing (Non-Voice) Root Cause Analysis Report Writing
  • Risk & Fraud Prevention KYC/AML Compliance
  • Social Media Support Sales & Subscription Retention
  • Email, Chat & Escalation Handling
  • Proficient in troubleshooting Windows, Android, iOS, and macOS
  • CRM Tools: Zendesk, Salesforce MS Office 2007–O365
  • Process Improvement Coaching & Mentorship

References

Adabelle Ganaden, Regional On-site Services Manager, Atos Malaysia,

     Mobile : +60 17 355 3756

     Email   : adabelle-caga.ganaden@atos.net


Nessie Tanzo, Senior Team Leader, Concentrix Malaysia

     Mobile : +60 17 377 2631

     Email   : nessie.tanzo@concentrix.com


Inna Taag, Team Leader, TDCX Malaysia

     Mobile : +60 117 236 8290

     Email   : innataag@gmail.com


Timeline

Stripe Risk Operations – Financial Crimes, User Policy, Partner Risk, Fraud Investigation & Detection

TDCX
02.2022 - 07.2025

Account Specialist – SMB

Stripe, Inc.
08.2021 - 01.2022

Technical Support Representative – Kaspersky Anti-Virus Software

Concentrix (Malaysia) Sdn Bhd
03.2019 - 10.2020

Global Service Desk Analyst (SIEMENS, MHE, NIKE)

Atos Services (M) Sdn. Bhd
07.2016 - 03.2019

Technical Support Engineer – HTC (Tier 1, Tier 2, RMA Escalations, SME)

Concentrix Corporation
08.2008 - 05.2016

Bachelor of Arts - English

Far Eastern University
04.2001 -

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