Praise Livingstone
Gravesend,Kent
Summary
An enthusiastic, hardworking investigator with a deep interest in issue solving and practical applications, paired with high level customer service abilities, seeking a profession where a background in problem solving would be advantageous. I would welcome challenges and opportunities to further enhance my technical skills and career by working in ICT, finance, or other business-related roles in the public sector. Employers would value my self-assurance, interpersonal abilities, and strong work ethic.
I’m willing to learn and adapt to any given assignment. Over 3 years of
experience managing customer activity, addressing complaints issues, and responding swiftly to any given task. Skilfully assessed operational
procedures, providing hands-on experience analysing records and
investigating complex complaint issues. Accomplished expert navigating latest compliance regulations and service-level agreements, maintaining strict compliance with updated standards.
Overview
6
6
years of professional experience
5
5
years of post-secondary education
Work history
Fraud investigator
Monzo Bank
07.2025 - Current
- Investigated fraud cases by conducting in-depth analysis of financial transactions.
- Uncovered instances of money laundering through meticulous investigation processes.
- Identified fraudulent activities by closely monitoring financial trends and patterns.
- Investigate potential fraud cases involving authorised cards and faster payments.
- Engage with customers to gather evidence from flagged transaction data
- Provide support, and offer advice post-investigation.
- Independently making decisions on cases and releasing or blocking flagged transactions
- Escalate high-value cases and review customer limit increase requests.
- Safeguard compromised accounts and ensure customers can safely resume using Monzo services.
- Using Monzo’s values to investigate the nature of suspicious transactions with empathy and attention to
details over the phone, reach out or chat. - Reassuring and supporting customers through the process of identifying active fraud.
- Collaboratively making decision on cases abd releasing or blocking flagged transaction
- Reviewing transactions history and escalating to FinCrime if necessary
- Triaging cases
- Submitting account for closure while first party concerns are held following investigation in line with
relevant guidance. - Completing my post-investigation activity as required.
- Following the rules and risky guidelines.
- Ensuring the cases are thoroughly investigated before the SLA timeframe is met.
Complaints handler
Chartered Institute of Arbitrators
04.2024 - 07.2025
- Adhered strictly to regulatory guidelines during all stages of complaint processing.
- Collaborated with stakeholders to accurately resolve disputes within specified timeframe.
- Handling and processing of complaints, including complex cases.
- Dealing with complainants and respondents.
- Tracking complaints and updating the action log.
- Formation of subcommittees to review new complaints.
- Preparation of reports on new complaints in line with agreed procedures.
- Handling and dealing with contentious issues that may arise from
handling some complaints. - Monitoring and ensuring the timely progress of concerns and complaints.
- Ensuring all complaint responses are sent within set timeframes
including and providing. - Holding /agreeing extensions, where appropriate.
- Using own judgement to handle conflicting information that may arise during complaints investigation meetings
- Providing administrative support to the Professional Conduct Committee including the preparation of agendas for meetings, attendance at meetings to take minutes and following agreed actions.
- Improved customer relations by promptly addressing and resolving complaints.
- Managed large volumes of calls to handle client complaints effectively.
Customer service & operations analyst
NatWest Group
09.2023 - 03.2024
- Utilised advanced problem-solving skills to enhance customer experience.
- Led staff training initiatives, increasing competency levels across the board.
- Achieved efficient customer service by managing complex queries and complaints.
- Streamlined communication with customers, resulting in increased satisfaction.
- responding to and investigating queries, providing support on business processes, policies, and procedures, and developing an understanding of customer and business needs to suggest improvements and increase efficiency.
- Identifying barriers to performance and coordinating improvements to enhance our efficiency.
- Working closely with operational team, providing coaching and
support to increase efficiency and knowledge. - Keeping accurate records of day-to-day operations, logging incidents, and identifying trends.
- Reviewing manual or ineffective processes which could be automated or enhanced.
- Maintaining a focus on improving our customer service and experiences.
- Collecting and analysing the required information from the customers and businesses
- Having proactive conversations, understanding the needs of our
customers, and helping them with their banking needs. - Identifying opportunities to help customers with simple financial products and collaborating with other teams to provide a seamless customer experience.
Complaint Officer
PWAN PLUS
04.2020 - 01.2022
- Facilitated smooth communications between departments for better coordination.
- Performed thorough investigations into reported incidents, leading to accurate record-keeping.
- Maintained high standards of personal conduct, contributing to a positive work environment.
- Executed assigned duties responsibly thus meeting departmental expectations consistently.
- Handling of all complaints received during the 1st and final stage of every project.
- Carrying out a full investigation and analyses of all complaints providing the customer with a comprehensive explanation and resolution.
- Analysing complaint trends and alerting team manager to any trends
detected. - Handling complex inbound and outbound telephone calls and other
forms of communication. - Excellent knowledge of all client profile/products.
- Keep up to date with regulatory and legislative changes with particular attention to FOS guidelines.
- Make redress recommendation and compensation to ensure a fair and reasonable solution.
- Work closely with the team to make improvements and reduce client
complaints. - Accurately capturing and documenting all complaints according to
internal policies and procedures.
Education
Master of Science - Business intelligence and Analytics
University of Westminster
London, England 02.2022 - 06.2023
Bachelor of Science - International relations
Landmark University
Nigeria 10.2013 - 06.2017
Skills
- Anti-Money laundering expertise
- Multitasking capability
- Report writing proficiency
- Investigative instincts
- Knowledge of fraud schemes
- Fraud detection
- Complaint analysis techniques
- Decision-Making judgement
- Root cause analysis prowess
- Empathy and compassion
- Time efficiency
- Customer Service
- Interpersonal communication
- Product knowledge
- Data Entry
Timeline
Fraud investigator
Monzo Bank
07.2025 - Current
Complaints handler
Chartered Institute of Arbitrators
04.2024 - 07.2025
Customer service & operations analyst
NatWest Group
09.2023 - 03.2024
Master of Science - Business intelligence and Analytics
University of Westminster
02.2022 - 06.2023
Complaint Officer
PWAN PLUS
04.2020 - 01.2022
Bachelor of Science - International relations
Landmark University
10.2013 - 06.2017