VIVIAN MBAH A.
Lagos,Nigeria
Summary
Trust & Safety professional with over 3 years of experience in Tier 1–3 risk, fraud, and trust investigations, including payment anomaly review and fraud escalation. Skilled in handling billing disputes, chargeback reviews, incident reporting, and trust & safety quality checks with a strong focus on accuracy and policy alignment.
Comfortable collaborating across product, payments, and operations teams to meet SLAs, identify risk trends, and manage escalations effectively. Known for clear documentation, sound judgment, and attention to detail. Experienced with tools such as Intercom, Stripe, Slack, Jira, Metabase, and Google Workspace to support efficient and reliable workflows.
Overview
6
6
years of professional experience
11
11
years of post-secondary education
4
4
Certification
Work history
Trust & Safety Specialist (QA & Policy complaince)
Hugo Technologies - Platform support for Outschool
, Lagos State
2024.12 - 2026.01
- Reviewed cases for customers and agents to confirm correct application of platform policies and trust and safety guidelines.
- Improved production processes with thorough evaluation and feedback.
- Collaborated with cross-functional teams, ensured consistency across all operations.
- Identified gaps in fraud handling and risk workflows and provided recommendations for process enhancements.
- Flagged patterns of abuse and trends in risk to leadership and cross-functional teams.
- Ensured consistency and quality in decisions affecting workflows for customer and merchant account access.
Trust & Safety Associate (Billing & Payments Risk)
Hugo technologies - Platform Support for Outschool
, Lagos State
2024.01 - 2024.12
- Investigated billing anomalies, payment disputes, refunds, and subscription misuse to identify potential fraud or policy violations
- Reviewed payment activity using Stripe and PayPal to ensure transactions complied with platform policies and risk thresholds
- Flagged and escalated high-risk accounts and suspicious behaviour to internal Trust & Safety and Operations teams
- Supported account reviews and access decisions based on payment behaviour and risk indicators
- Maintained detailed investigation records to support audits, trend analysis, and compliance reviews
- Audited large amounts of data to identify potential mistakes or fraudulent activity.
Platform Support Specialist
Hugo Technologies - Platform Support for Outschool
, Lagos State
2022.05 - 2024.01
- Delivered high-quality customer support with a 97%+ CSAT and 50%+ Klaus score over 7 months.
- Investigated customer issues by analyzing records and platform data to drive swift resolutions.
- Collaborated with external payment partners (PayPal, Stripe) to resolve transaction issues.
- Handled high-volume queries while maintaining SLA targets and first contact resolution issues.
- Offered technical support, leading to enhanced user experience.
Sales Representative
Diva Cakes & Confections
, Lagos State
2021.05 - 2021.08
- Manage a portfolio of clients and drive existing business through relationship management with key contacts.
- Facilitating customers’ satisfaction through an immediate resolution of conflict, which in turn strengthens customer loyalty.
- Managing employee relations, maintaining an open, friendly culture, and motivating employees to reduce monthly turnover.
- Successfully increased sales by 15% within 3 months, contributing to overall revenue growth.
- Streamlined order processing system for faster delivery times.
- Developed comprehensive knowledge of product offerings to facilitate customer decisions.
Business Development Representative
Havana City Trust and Investment LTD
, Lagos State
2019.11 - 2021.02
- Gave sales-driving contributions to the CEO, which increased sales by 5% in the first month of use and an average of 6.2% in subsequent months.
- Involved in the planning, execution, and completion of assignments and projects, which always followed a systematic process in record time.
- Prepared a comprehensive weekly report for the CEO to help them know their strengths and weaknesses at a glance, which results in better decision-making in the business.
- Analysed market trends for informed business decisions.
Education
Bachelor of Science (BSC.) - Chemistry
UNIVERSITY OF LAGOS
Lagos, Nigeria 2015.01 - 2019.11
West African Examination Council -
LAGOS STATE SENIOR MODEL COLLEGE
Lagos, Nigeria 2009.08 - 2015.08
Skills
- Tier 1–3 Risk, Fraud & Trust Investigations
- Payment Anomaly Review & Fraud Escalation
- Incident Report
- Cross-functional Collaboration (Product, Payments, Ops)
- Billing, Disputes & Chargeback Review
- Trust & Safety Quality Review & Decision Accuracy
- Escalations Management & Resolution
- Risk Trend Identification & Reporting
- Documentation, Case Notes & Evidence Handling
- Good Communication
- Workflow Adherence & SLA Management
- Attention to Detail
- CRM: Intercom, Artemis, MineOS, Concierge
- Payments & Billing: Stripe, PayPal
- Project & Workflow Management: Jira, Coda
- Data & Reporting: Accurate, Persona, Checkr, Metabase, Retool
- Communication & Automation: Iterable, Postmark
- Office & Documentation: Microsoft Word, Excel, PowerPoint, Google Workspace
Tools & Platforms
Certification
- LinkedIn Customer Service Problem Solving and Troubleshooting, 2022.
- LinkedIn Building Rapport with Customers, 2022.
- LinkedIn Customer Service: Call Control Strategies, 2022.
- LinkedIn Customer Service Foundation, 2022.
LANGUAGES
English (Native)
Proficient (C2)
Igbo
Native
Yoruba (Basic)
Intermediate
INTERESTS
Research, Technology, Agriculture, Storywriting, Teaching & Learning, Reading, Meeting New People, Traveling
References
References available upon request.
Timeline
Trust & Safety Specialist (QA & Policy complaince)
Hugo Technologies - Platform support for Outschool
2024.12 - 2026.01
Trust & Safety Associate (Billing & Payments Risk)
Hugo technologies - Platform Support for Outschool
2024.01 - 2024.12
Platform Support Specialist
Hugo Technologies - Platform Support for Outschool
2022.05 - 2024.01
Sales Representative
Diva Cakes & Confections
2021.05 - 2021.08
Business Development Representative
Havana City Trust and Investment LTD
2019.11 - 2021.02
Bachelor of Science (BSC.) - Chemistry
UNIVERSITY OF LAGOS
2015.01 - 2019.11
West African Examination Council -
LAGOS STATE SENIOR MODEL COLLEGE
2009.08 - 2015.08