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Frankie
Bilingual Financial Services Professional with 4+ years in Customer Support and Business Operations
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Competencies
Expertise in managing cardholder disputes and chargebacks, ensuring swift resolution and compliance with industry standards.
Proficient in English and Spanish, delivering efficient support in financial services and customer relations.
Experienced in coordinating academic and corporate events, optimizing logistics and vendor negotiations.
Skilled in scaling startups through pricing strategies, supplier networks, and customer experience enhancements.
Knowledgeable in PCI-DSS compliance, CRM systems, fraud detection, and technical support for financial services.
Education
Languages
Summary
Dynamic professional with over 4 years of experience in bilingual customer support, dispute resolution, and business operations. Adept at enhancing customer satisfaction, streamlining processes, and scaling startups through strategic initiatives.
Key Achievements
- Resolved complex cardholder disputes and fraud cases, ensuring compliance with Visa Resolve Online protocols.
- Coordinated over 15 academic events per semester, increasing participation rates by 20%.
- Transformed startup into a competitive brand through dynamic pricing and supplier network optimization, achieving higher market presence.
- Implemented AI multilingual support, achieving 92% customer satisfaction in e-commerce operations.
Experience
Bilingual Cardholder Services Agent
Resolve cardholder disputes and fraudulent transactions for U.S. credit union clients through bilingual (EN/ES) support., Process chargebacks and claims using Visa Resolve Online platform while maintaining PCI-DSS compliance standards., Train and mentor new team members on PSCU protocols, CRM systems, and customer service best practices.
Administrative Coordinator
Event & Schedule Management: Coordinated 15+ academic events per semester, including logistics, vendor negotiations, and attendance tracking, improving participation rates by 20%., Data & Reporting: Generated monthly financial and inventory reports.
Founder & E-Commerce Operation
Business Scaling: Transformed startup into competitive brand through dynamic pricing and supplier network optimization., Customer Experience: Implemented AI multilingual support achieving 92% satisfaction rates and 40% higher retention., Supply Chain: Redesigned logistics for 300+ SKUs, cutting delivery times 42% via strategic vendor partnerships.