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Mario
Especialista en atención al cliente con amplia experiencia en créditos y disputas
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Competencies
Brinda soporte especializado gestionando consultas y disputas de consumidores en sectores financieros y crediticios.
Procesa y resuelve casos complejos relacionados con fraude y reportes crediticios en plataformas internacionales.
Mantiene una comunicación clara y empática con clientes y colegas en ambientes de alta presión y diversos idiomas.
Logra acuerdos satisfactorios mediante negociación activa y resolución de escaladas en distintos contextos laborales.
Protege datos sensibles manejando información personal identificable para cumplir con regulaciones y políticas.
Education
Languages
Summary
Profesional experto en soporte, resolución de conflictos y gestión de información en sectores financiero y inmobiliario con experiencia en ambientes multiculturales.
Key Achievements
- Lideró el proceso de resolución de disputas y fraudes en Experian y Equifax, manejando recursos complejos.
- Facilitó la comunicación efectiva entre distintas partes en transacciones inmobiliarias y campañas de procurement.
- Capacitada en educar consumidores sobre informes crediticios y políticas de privacidad, aumentando la confianza del cliente.
Experience
CUSTOMER SERVICE REP I
Disputing wrong information within the consumer credit report., Answering inquiries about credit score models, processing freezes and/or fraud alerts., Reviewing documents to validate fraudulent activity on the credit report., Educating consumers how credit score is calculated, how to process disputes, and which information is included on the consumer's credit reports., Securing sensitive personally identifiable information (PII)., Playing a key role in taking escalation phone calls as a Tier 2 for both Latin and North Americans consumers., Following companies guidelines about FCRA policies.
REAL ESTATE CLOSER
Effectively communicating by email and/or through phone calls with lenders, real estate offices, and service companies to obtain the information needed for the contract closings., Exceeding customer satisfaction by listening carefully to what the consumer says and providing them one-time resolution, showing them empathy through the process., Acting as a contact person when colleagues have product knowledge concerns., Taking escalations phone calls when being a dispute resolution agent., Leading English meetings and preparing oral presentations (Forecasts) as a temporary buyer.
TEMPORARY BUYER/PROCUREMENT SPECIALIST
Processing purchase orders., Doing effective follow ups through professional emails and/or phone calls., Attending and leading meetings with different suppliers., Preparing forecasts for the manufacturing plant., Negotiating delivery dates., Working under pressure to accomplish client requirements., Organizing and prioritizing work to complete assignments in a timely manner.
DISPUTE /FRAUD SPECIALIST
Taking inbound calls and processing disputes., Processing Back Office regular disputes., Reviewing FTC (Federal Trade Commission) reports, and/or police reports., Identifying problems and finding solutions according to consumer needs., Researching and relaying information to customers., Analyzing customer needs to locate the proper channel before sending them to a different queue.
DISPUTE RESOLUTION AGENT
Responding inbound phone calls regarding password reset, unlocking accounts., Answering escalations phone calls from difficult and demanding customers., Modifying income and employment verifications., Providing step-by-step guidance for navigating within the application.