Pragassen Permall
22 Kitcliffe Way Aveley,Australia
Summary
Fraud Analyst at Bankwest, with experience in identifying and preventing fraudulent transactions. Skilled in problem-solving and clear communication to support fraud detection and improve prevention strategies. Focused on timely case handling, and ensuring customer protection. Committed to delivering high-quality service, and maintaining strong performance in fast-paced environments.
Overview
17
17
years of professional experience
Work History
Fraud Analyst
Bankwest
Perth, WA
08.2022 - Current
- Detected and mitigated fraudulent transactions, including phishing and mobile app scams.
- Analyzed emerging fraud trends and patterns to enhance prevention strategies.
- Conducted research on suspect identity takeover profiles for effective identification.
- Communicated effectively with customers regarding suspected fraudulent activities or suspicious behavior.
- Utilized specialized software tools designed for detecting patterns associated with fraudulent activity.
- Utilized advanced analytics tools to monitor transactions in real-time, reducing the incidence of fraud.
- Assessed customer and client data to detect potential fraud risks.
- Participated in developing fraud risk management policies and procedures, ensuring comprehensive coverage.
- Interacted with global customers to advise on fraud prevention measures.
- Managed alerts and cases to ensure timely handling and accurate documentation.
- Assessed incoming fraud claims and processed indemnities from other financial institutions accordingly.
- Collaborated with cross-functional teams to improve fraud prevention systems.
Client Services Concierge
Bankwest
Perth, WA
03.2019 - 08.2022
Customer Specialist
Bankwest
Perth, WA
02.2018 - 03.2019
- Delivered exceptional customer experiences by addressing needs and queries promptly.
- Identified opportunities to meet financial challenges through tailored assistance.
- Shared insights with team on effective home loan conversations and lending options.
- Facilitated customer interactions via chat, teller bay, Connexus calls, and other platforms.
- Conducted weekly Tuesday meetings to review progress and strategies for home loan growth.
Client Services Concierge
BankWest
Perth, WA
06.2017 - 02.2018
- Ensured efficient operations at concierge desks while providing outstanding customer service to BankWest and CBA staff.
- Coordinated staff training to enhance service delivery at both concierge locations.
- Facilitated safe deposit access for Bankwest customers.
- Liaised with security personnel to streamline access procedures.
Client Services Concierge
Commonwealth Bank
Sydney, NSW
06.2016 - 05.2017
- Delivered exceptional customer service to CBA staff and guests at Digital Protection Group and Cyber Security Centre.
- Greeted and assisted staff and visitors with access and information requests.
- Collaborated with security personnel and building concierge to facilitate access needs.
Front Office Manager /Assistant Manager
Mantra Group
Sydney, NSW
12.2014 - 05.2016
- Managed and monitored front office activities and hotel operations during the General Manager's absence.
- Prepared staffing roster to ensure adequate manning and facilitated recruitment and training.
- Resolved guest complaints and feedback efficiently and professionally.
- Implemented strategies to enhance team morale in response to demand fluctuations.
- Maintained communication across departments and conducted regular team meetings.
- Ensured adherence to all hotel policies and procedures.
- Monitored guest reviews and responded to Booking.com feedback promptly.
Audit and Assistant Night Manager
Novotel Rockford Darling Harbour
Sydney, NSW
01.2013 - 12.2014
- Conducted Direct Bill Audits, processed Virtual Credit Cards, and managed Accounts Receivable charges.
- Reconciled guest accounts to facilitate seamless check-out experiences.
- Ensured overnight security of hotel premises, prioritizing guest safety.
- Assisted Night Manager in overseeing operations to guarantee exceptional guest stays.
- Prepared pre-roll and morning reports while executing room move audits.
- Addressed guest requests with professionalism, handling check-ins, check-outs, and room service.
Room Division Manager
Hotel Mulia Senayan
Jakarta, Indonesia
06.2008 - 02.2010
- Interviewed, trained, and coached the Management Team for the Front Desk and Housekeeping Departments to maximize performance..
- Collaborated with Front Office Manager and Housekeeping Supervisors to maintain consistent service standards across all shifts.
- Conducted regular employee meetings to evaluate performance and establish improvement goals.
- Managed department scheduling to align with business demands effectively.
- Ensured a safe environment for employees and guests through regular safety meetings and updates.
- Monitored adherence to uniform and appearance policies among Front Desk and Housekeeping staff, taking corrective action as needed.
Education
Diploma of Financial Planning V4 (TO) FNS50611 -
Integrity online learning
Sydney10.2016
Professional Year (Accounting) -
Performance Education
Sydney06.2015
Bachelor of Business Accounting -
Kings Own Institute
Sydney07.2014
Advance Diploma of Hospitality Management -
Hostec and Sydney School of Business Technology
Sydney07.2012
Skills
- Microsoft Office proficiency
- Effective communication
- Interpersonal skills
- Organizational skills
- Adaptability
- Stress management
- Professional presentation
- Troubleshooting expertise
- Problem-solving abilities
References
- Bess Van Der Voorden, Client Services Manager, 0466 485 181
- Sara Bailey , Application Fraud Manager, 0402 734 098
Timeline
Fraud Analyst
Bankwest
08.2022 - Current
Client Services Concierge
Bankwest
03.2019 - 08.2022
Customer Specialist
Bankwest
02.2018 - 03.2019
Client Services Concierge
BankWest
06.2017 - 02.2018
Client Services Concierge
Commonwealth Bank
06.2016 - 05.2017
Front Office Manager /Assistant Manager
Mantra Group
12.2014 - 05.2016
Audit and Assistant Night Manager
Novotel Rockford Darling Harbour
01.2013 - 12.2014
Room Division Manager
Hotel Mulia Senayan
06.2008 - 02.2010
Diploma of Financial Planning V4 (TO) FNS50611 -
Integrity online learning
Professional Year (Accounting) -
Performance Education
Bachelor of Business Accounting -
Kings Own Institute
Advance Diploma of Hospitality Management -
Hostec and Sydney School of Business Technology
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