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Customer Support and Collections Specialist with 10+ years in Service and Fraud Prevention
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Competencies
Exceptional ability to understand customer needs, resolve issues, and ensure a positive experience.
Skilled in analyzing complex situations and developing effective solutions promptly.
Experience in coaching, supervising teams, and designing operational procedures.
Strong interpersonal and communication skills to engage clients and team members effectively.
Ability to evaluate situations critically and make informed decisions under pressure.
Education
Languages
Summary
Versatile professional with over a decade in customer service, collections, and fraud prevention. Proven ability to enhance customer experiences, lead teams, and solve complex issues efficiently. Adept at developing procedures and strategies to improve organizational performance.
Key Achievements
- Resolved complex customer issues, enhancing overall customer experience across multiple roles.
- Led collections efforts, recovering overdue portfolios and improving cash flow for organizations.
- Developed and implemented customer service procedures, boosting service quality and compliance.
- Provided expert guidance on system issues, reducing resolution times and increasing user satisfaction.
- Contributed to fraud prevention strategies, safeguarding user safety and reducing false cases.
Experience
Panelist Relation Specialist
Review and resolve cases on the panelist households., Schedule appointments for the field representatives., Control and update the information related with the households.
Agent Soft Collection
Collection of overdue portfolio, Review and solution to accounts, Provide solutions and support to customers.
Service Agent
Sales and Services, Develope the best Customer Experience, Provide the best information and products
IT Agent
Guide user to perform actions on equipment, Review and analyze system issues, Provide solutions and support to user
Fraud Prevention Agent
Fraud prevention, Provide information and advisory to customer, Review and solution to multiple cases, Search the safety of the user
Agent/Mentor/QA/Supervisor
Customer support, Review sensitive issues, Prevent Legal consequences, Improve sales, Advancing quality con customer service, Developing step actions and procedures, Design rules on sales and services, KPI improvement, Coaching, Feedback
Field Agent/Group Field Coordinator
Collection of overdue portfolio, Review and solution to accounts, Training of agents, Group coordination, Design routes and schedules