Lurique Luciano Banks
Naturena
Summary
Customer-focused service professional with proven expertise in client support, fraud investigation, and sales. Awarded the Fraud Ambassador Award at ABSA Bank for excellence in service delivery and risk resolution. Skilled in managing high-pressure, shift-based workloads while maintaining empathy, professionalism, and attention to detail. Adept at handling sensitive guest interactions and ensuring smooth issue resolution. Proven ability to enhance customer loyalty and contribute to business success. Driven by a strong desire to bring my skills and passion for service to a Cruise Ship Guest Experience & Support role, where I can contribute to creating memorable guest journeys in a dynamic, multicultural environment.
Overview
8
8
years of professional experience
Work History
Fraud Specialist
ABSA BANK
03.2018 - Current
- Handled fraud-related queries through phone and email with professionalism and urgency.
- Assisted clients in cancelling compromised debit/credit cards.
- Worked in a high-volume, shift-based call centre environment.
- Received the Fraud Ambassador Award for outstanding service and resolution.
- Ensured a seamless customer experience while maintaining compliance and integrity.
- Serve as Team Leader in Charge (TU IC) in the absence of the team leader, managing team operations.
- Reduced instances of fraud by implementing comprehensive detection and prevention strategies.
- Initiated feedback loop for fraud alerts, refining detection methods over time.
Sales Agent
BYTES PEOPLE SOLUTIONS
04.2017 - 03.2018
- Engaged with existing clients via outbound calls, offering tailored legal service solutions with a focus on clear communication and client needs.
- Built rapport quickly and maintained a professional, service-oriented tone to ensure a positive guest experience throughout the interaction.
- Handled objections with patience and professionalism, ensuring guests felt heard and respected.
- Captured detailed client information and feedback in CRM systems for accurate follow-up and service tracking.
- Collaborated with support teams to align messaging and improve the overall customer journey.
- Contributed to refining scripts and service strategies by sharing guest insights and feedback with management.
Education
Desktop Fraud Investigations
University of Pretoria
11.2021
Fraud Detection and Prevention
Milpark Education
01.2021
Grade 12 - undefined
Oakdale Secondary School
01.2015
Skills
- Exceptional Guest & Customer Service
- Conflict Resolution & De-escalation
- Fraud Awareness & Risk Prevention
- Professional Verbal & Written Communication
- Cultural Sensitivity & Interpersonal Skills
- Shift Work & Time Management
- Sales & Upselling Techniques
- Team Collaboration & Service Excellence
Languages
English
Advanced (C1)
afrikaans
Intermediate (B1)
Timeline
Fraud Specialist
ABSA BANK
03.2018 - Current
Sales Agent
BYTES PEOPLE SOLUTIONS
04.2017 - 03.2018
Fraud Detection and Prevention
Milpark Education
Grade 12 - undefined
Oakdale Secondary School
Desktop Fraud Investigations
University of Pretoria
References
Nonkululeko Mgwenya, ABSA Manager, 064 860 3741
Sugan Naidoo, Bytes People Solutions, 071 307 6329
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