Alejandro - Collections and Customer Service Specialist with 6+ years of finance and dispute resolution expertise

Handled inbound and outbound calls, dispute resolution, and customer support in banking, retail, and marketplace settings.

Resolved fraud and account disputes utilizing various platforms, ensuring compliance with SOPs and customer satisfaction.

Made outbound collection calls, processed customer data, and managed credit and loan information.

Identified modus operandi in fraud cases and supervised reports generated by RPA bots for operational issues.

Assisted retail clients with financial concerns and contractual issues at British American Tobacco.

Made outbound collection calls regarding credit cards and managed different procedures depending on the scenario.

Investigated accounts on multiple English doors marketplaces like US, CA, AU, UK and SG to prevent fraud, stop it or to complete legitimate orders to assure customer satisfaction., Identify ongoing modus operandi to implement actions in order to simplify processes., Provide mandatory 2nd opinions to coworkers following SOP guidelines.

Assisted retailers with their financial concerns regarding their contracts.

Made outbound collection calls regarding auto loans., Managed and processed customers and loans information such as: personal information, payments, payment arrangements, updates, requests, procedures and credit/loan related information., Provided customer service, handled escalation calls, follow-up calls, transferred calls effectively, and worked with clients and internal departments to solve specific cases., Supported partners by creating helpful documents and solving doubts.

Received credit formation, handled customer service inbound calls., Dispute resolution for fraud, mixed and regular cases using different types of platforms.

Worked as a customer service representative for the Canada department, handled disputes and internal processes on a Backoffice job., Made outbound calls to provide information., Involved on an RPA project supervising the reports made by the bots and reporting issues.