Lulu Xu
Adelaide,SA
Summary
Motivated professional committed to providing high-quality service for superior customer experience. Extensive work experience within risk related field, positive, detail-oriented, infectious personality with excellent interpersonal and relationship-building skills, improving customer satisfaction and loyalty.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Member Safety and Recovery Consultant
LinkedIn
05.2019 - 07.2020
- Review and investigate on LinkedIn accounts to identify a host of risk behaviour including fraudulent activities, safety, and trust issues and activities violating T&C
- Effectively recognize problems by performing relevant research and data analysis using appropriate tools, resources, and internal and external subject matter experts
- Analyze data, execute team performance and market performance report using Tableau for senior management
- Engage in process mapping and refining on platform trust and safety- related processes and work closely with respective teams to assist on increasing efficiency of AI models and manual review
- Regional consultant on handling Japan market individually as product advisor on product-related issues for consumer and enterprise clients and also serves as member safety and recovery consultant for all safety-related issues
- Act as a point of consulting for account manager on account risk-related issues, product general questions, and technical issues
- Ensure member experience by troubleshooting issues and provide technical assistance efficiently
- Work closely with technical teams, sale managers and product managers to provide feedback for product developments
- Provide advice, guidance and mentor new hires
Fraud Specialist
Apple
07.2016 - 05.2019
- Utilize data analysis techniques to review, investigate, analyze and execute Due Diligence for fraudulent transactions for Apple Online Store (Australia, New Zealand, Southeast Asia, Japan, US and Canada)
- Investigate fraudulent behaviours and monitoring transactions on iTunes accounts and take appropriate actions for worldwide iTunes Store
- Research and resolve suspect fraud escalations from various sources
- Performed risk assessments to determine level of fraud risk and prioritize investigations.
- Analyze, identify and communicate trends from exception reporting
- Serve as a point of contact between functional teams, law enforcement and financial institutions
- Work closely with merchant bank, payment and finance team for chargeback related issues
- Identify innovative ideas to improve current process and customer experience
- Deliver best customer experience in all mode of communication with both internal and external customers
- Provide training and mentor for new specialists
- Keep learning and exploring on existed tools for fraud and come up with new techniques that benefits team
- Engage in team's process changes and improvement, liaising with relevant teams, drafting new process, and providing train to team members
Education
Master of Business Administration -
School of Economics And Business Administration, Hokkaido University
Japan04.2016
Bachelor of Science - Information Management And Information System
Dalian University of Foreign Languages
China07.2012
Skills
- Experience in fraud investigations and fraud prevention
- In-depth understanding on fraudulent transactions and accounts
- Customer oriented mindset
- Case Management
- Credit Card Payment Processing
- Order Fulfillment
- Multi-lingual communication and presentation skills
- Strong analytical thinking, problem solving skills and data research and analysis skills
- Time management, timely decision making, tasks prioritization and project management to meet deadlines
- Ability to work both within a team and also independently with minimum supervision
- Ability to program in C, Java, C# and knowledge of basic SQL, Oracle
Certification
Certificate of Japanese-Language Proficiency Test (JLPT) N1, Dec. 2011
Languages
English
Full Professional
Chinese (Mandarin)
Native or Bilingual
Japanese
Full Professional
Timeline
Member Safety and Recovery Consultant
LinkedIn
05.2019 - 07.2020
Fraud Specialist
Apple
07.2016 - 05.2019
Master of Business Administration -
School of Economics And Business Administration, Hokkaido University
Bachelor of Science - Information Management And Information System
Dalian University of Foreign Languages
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