Dian Saraswaty

As a dedicated fraud and scam specialist with a strong customer focus, I leverage my hands-on experience in fast-paced environments to protect businesses and users from potential losses and security threats. I stay ahead of the latest scam trends, empowering users with knowledge to safeguard themselves while delivering exceptional service. My expertise lies in account takeover prevention, fraud and scam detection, empathetic problem-solving, and analytical thinking.

PT SHOPEE INTERNATIONAL INDONESIA, L3 Scam Specialist - Ops Risk Management (Mar 2024 - May 2025)

• Conducted in-depth investigations of complex fraud cases, including scam threats, account breaches, and sophisticated deceptive schemes.
• Reviewed and permanently restricted hundreds of flagged scammer accounts, safeguarding user safety and contributing to a notable reduction in account abuse incidents.
• Investigated suspected hacked accounts, achieving 100% successful recovery to prevent financial losses.
• Collaborated cross-functionally to resolve major seller account takeover (ATO) cases, minimizing harm and strengthening platform trust.
• Managed high-impact abuse cases (voucher/free shipping misuse, bulk registrations, order brushing/spamming), improving detection and prevention outcomes.
• Ensured consistent and accurate record-keeping, enabling seamless audits and compliance with data security regulations.

PT SHOPEE INTERNATIONAL INDONESIA, L2 Fraud Analyst (Sep 2021 - Mar 2024)

• Managed 120+ daily fraud and account security reports, delivering prompt resolutions and exceeding productivity & KPI targets.
• Performed 100% accurate and secure phone number updates for flagged users, resulting in zero account takeover incidents.
• Detected and escalated potential high-loss cases, directly leading to several fraud prevention interventions.
• Conducted timely follow-up calls for accelerated case closure, achieving above-average customer satisfaction rates. 

HALO BCA, Contact Center Officer – Credit Consumer (Oct 2020 - Aug 2021)

• Provided high-quality assistance on >80 inbound calls daily, consistently exceeding service level targets.
• Facilitated error-free loan applications and simulations, supporting customer acquisition and retention goals.
• Managed detailed and reliable records, enabling smooth end-to-end customer experiences.
• Upheld service excellence and rapid problem resolution in a high-pressure banking environment.

UNIVERSITAS NEGERI JAKARTA, English Education (GPA 3.62)