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magodiogenes

Diogenes P

@magodiogenes

Operations Supervisor Customer Service Specialist CXUX Fraud Prevention Quality

Brasil
Português, Inglês
Algumas informações são exibidas no idioma inglês.
Sobre mim
I have +10 years uniting Process Management, Quality and Security. I am an expert in Customer Experience (CX) and Fraud Prevention, with a solid track record in team leadership at Atento, Concentrix and FIS. My focus is on Standardization and Continuous Improvement of operations, ensuring efficiency and reducing friction. Today, I translate this corporate expertise into practical solutions, helping creators and professionals build efficient digital workspaces, optimize workflows, and structure high-performing platforms.... Saiba mais

Habilidades

m
magodiogenes
Diogenes P
offline • 

Conheça meus serviços

Consultoria de marketing
I will optimize your digital marketing project using star method
A partir deUS$ 10 /projetoMais detalhes

Experiência profissional

Atento

Digital Relationship Specialist III

Atento

Nov 2025 - Mar 2026 • 4 mos

Strategic performance in Customer Experience (CX) with a focus on user security and fraud prevention. Responsible for managing critical cases, providing technical guidance to reinforce account security, and mediating conflicts in highly complex situations. Focus on ensuring platform integrity and improving the customer journey (UX) in risky scenarios.

Analista de E-commerce / Backoffice / Tech Support (Concentrix Company)

Company • Período integral

May 2023 - Jun 2025 • 2 yrs 1 mo

Managed e-commerce backend operations and bilingual multichannel technical support (Chat, Email, and Voice). Analyzed user journeys and tracking data to resolve highly complex cases, mitigate fraud risks, and ensure strict compliance with corporate policies and SLAs. Mediated technical resolutions between cross-functional teams, clients, and service providers, keeping database records updated with meticulous documentation.

Fidelity_Investments

Fraud Prevention Technician

Fidelity Investments • Período integral

May 2023 - Jun 2024 • 1 yr 1 mo

Executed technical document validation and user identity verification for highly critical security incidents. Investigated complex fraud cases by cross-referencing extensive databases and PIDs to identify suspicious behavioral patterns and mitigate financial risks. Managed inbound and outbound technical verification workflows to confirm suspicious high-risk transactions, ensuring asset protection and operational loss prevention.