Summary
Overview
Work History
Education
Skills
Timeline
Generic

Manel Kahla

Sydney,NSW

Summary

Experienced Operations Coordinator with a proven track record in streamlining processes, enhancing efficiency, and driving cross-functional collaboration. Specialising in fraud prevention and detection, I am skilled in data analysis, case management, and implementing effective strategies to safeguard organisational assets. Adept at coordinating investigations, developing training programs, and maintaining compliance with industry standards. Known for meticulous attention to detail and dedication to optimizing operational integrity. Seeking to leverage my expertise to contribute to a dynamic team focused on maintaining the highest standards of security and operational excellence.

Overview

12
12
years of professional experience

Work History

Operations Coordinator/Fraud Analyst

Harvey Norman Online
Sydney, NSW
10.2020 - Current
  • Implement and oversee systems, processes, and tools for monitoring transactions and activities to identify patterns or anomalies indicative of fraud
  • Analyse large volumes of data to detect irregularities, trends, and potential instances of fraud, and collaborate with analysts to develop fraud detection models
  • Coordinate investigations into suspected fraudulent activities, liaising with internal teams, law enforcement, or external partners as necessary
  • Manage cases of suspected fraud, ensuring timely and accurate documentation, tracking progress, and collaborating with stakeholders to resolve cases efficiently
  • Maintain detailed records of fraud cases, investigation outcomes, and actions taken
  • Prepare reports on fraud trends, incidents, and mitigation strategies for management and regulatory purposes
  • Assist in identifying potential vulnerabilities within operational processes that could be exploited by fraudsters and propose risk mitigation measures
  • Collaborate with various departments, such as legal, compliance, customer service, and IT, to share insights, coordinate responses, and implement fraud prevention strategies
  • Develop and deliver training programs to educate employees on fraud awareness, prevention techniques, and reporting procedures
  • Leverage fraud detection tools and technologies to enhance the organization's ability to detect and prevent fraudulent activities
  • Contribute to the development and maintenance of fraud prevention policies, procedures, and guidelines that align with industry best practices and regulatory requirements
  • Work with external partners, vendors, and service providers to enhance fraud prevention capabilities and stay updated on industry trends
  • Regularly review and update fraud prevention strategies and tactics to adapt to evolving fraud schemes and emerging risks
  • Ensure that fraud prevention activities and investigations adhere to legal and regulatory requirements
  • Develop and implement strategies for responding to critical fraud incidents, including communication plans and recovery processes
  • Track key performance indicators related to fraud prevention, detection, and resolution, and use data to improve strategies and demonstrate success.

Module Developer

Harvey Norman Online
Sydney, NSW
08.2020 - 12.2020
  • Authored customized user manuals for specific system configurations, tailoring content to unique employee skill profiles
  • Collaborated closely with upper management to drive strategy through development and implementation of new processes
  • Resolved malfunctions with system and programs through troubleshooting
  • Guided divestiture activities, drawing on a deep understanding of various internal operational processes
  • Gathered, defined and communicated requirements for each module
  • Assessed operant systems for efficiency and functionality, providing written suggestions on enhancements needed to meet operational goals
  • Coordinate and conduct small group and individual training sessions based on staff and organizational learning needs
  • Using critical thinking to break down problems, evaluate solutions and make decisions
  • Quickly learning new skills and applying them to daily tasks, improving efficiency and productivity.

Live Chat Agent

Harvey Norman Online
Sydney, NSW
01.2017 - 01.2020
  • Proficiently addressed customer inquiries via the company's online chat feature
  • Corresponded with a daily volume of over 100 customers, cultivating exceptional writing skills
  • Utilized a diverse skill set to efficiently troubleshoot and resolve issues within reasonable timeframes
  • Diligently monitored and managed customer issues, ensuring adherence to established policies and procedures
  • Employed strategic questioning techniques to identify optimal solutions based on customer needs
  • Volunteered for email and phone support during high-demand periods, aiding the overwhelmed department
  • Collaborated closely with customers, ensuring meticulous and timely issue resolution.

Sales Representative

Harvey Norman
Sydney, NSW
01.2012 - 11.2016
  • Effectively greeted and assisted customers, providing guidance on product inquiries, selections, and purchases both in-store and through e-service transactions
  • Enhanced sales figures by delivering informed purchasing advice and showcasing complementary products
  • Delivered personalized, attentive service to each customer, elevating sales opportunities and overall satisfaction
  • Demonstrated current knowledge of sales, promotions, and product details to address customer queries accurately
  • Extended warm welcomes to customers and facilitated seamless product location and acquisition
  • Dispensed comprehensive information regarding promotions, customer initiatives, and merchandise, contributing to robust customer retention rates
  • Managed transactional aspects, including issuing receipts, and processing refunds, credits, and exchanges
  • Offered tailored product recommendations based on individual needs and preferences
  • Guided customers through the purchasing process, aiding in item selection and enrolment in loyalty programs to foster loyalty, contentment, and increased sales metrics
  • Maintained merchandise organisation by appropriately labelling items, arranging inventory by size or colour, and creating visually appealing displays
  • Proactively engaged browsing customers, initiating conversations to discern preferences and drive purchasing decisions.

Education

High School Diploma -

Marrickville High School

Skills

  • Microsoft office suite
  • Leadership
  • Customer service
  • Fostering Team cohesion
  • Collaboration
  • Time management
  • Critical thinking

Timeline

Operations Coordinator/Fraud Analyst

Harvey Norman Online
10.2020 - Current

Module Developer

Harvey Norman Online
08.2020 - 12.2020

Live Chat Agent

Harvey Norman Online
01.2017 - 01.2020

Sales Representative

Harvey Norman
01.2012 - 11.2016

High School Diploma -

Marrickville High School

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Manel Kahla