Experienced in bilingual customer support, technical troubleshooting, and data analysis. Skilled in fraud detection, customer retention, and frontend development, committed to delivering impactful solutions.
Proficient in delivering bilingual technical and customer support, ensuring issue resolution and customer satisfaction.
Skilled in monitoring transactions and identifying fraud patterns using data analysis tools.
Experienced in diagnosing and resolving technical issues related to telecommunications and billing.
Fluent bilingual communicator facilitating effective customer interactions and support.
TeleTech
Delivered bilingual (English/Spanish) phone support focused on technical troubleshooting and billing assistance for telecommunications services., Guided customers through device setup, connectivity issues, and service disruptions, providing step-by-step solutions to achieve high first-call resolution rates., Handled billing inquiries, explained charges, processed payments, and assisted with account adjustments to ensure accurate billing and customer satisfaction., Documented cases and followed up on escalations when necessary, ensuring compliance with company and client policies., Consistently met or exceeded performance metrics in technical resolution, billing accuracy, and customer satisfaction.
Beliveo
Provided bilingual (English/Spanish) customer support with a focus on retention strategies and technical service troubleshooting., Assisted customers with service interruptions, device configuration, and account setup, ensuring quick and accurate resolutions to minimize escalations., Implemented customer retention techniques, including offering tailored solutions, plan adjustments, and loyalty benefits, which contributed to improved customer satisfaction and reduced churn., Partnered with escalation and technical teams to resolve complex issues while maintaining compliance with company policies., Consistently exceeded KPIs in customer satisfaction, retention rates, and first-call resolution.
AT&T
Fullstack Python Training Path Certification
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Knowledgeable in React, Python, and JavaScript, with recent certification in Fullstack Python development.
Delivered bilingual (English/Spanish) phone support specializing in billing, collections, and technical service inquiries, Assisted customers with payment processing, collection arrangements, and account recovery strategies, ensuring compliance with financial policies., Managed billing inquiries, explained charges, and guided customers on plan adjustments, promotions, and available digital tools to improve customer experience., Consistently achieved KPIs in collections recovery, billing accuracy, and call resolution, maintaining high customer satisfaction ratings.
TCS
Conduct banking fraud analysis, monitoring transactions, identifying suspicious patterns, and applying risk-mitigation procedures to protect customer accounts., Utilize data analysis tools and reporting methods to detect anomalies, support investigations, and provide actionable insights for fraud prevention teams., Collaborate with cross-functional teams to ensure compliance with financial regulations and security protocols., Actively transitioning into an IT-focused role by studying and applying HTML, CSS, and foundational programming concepts to support web and system-related initiatives., Expanding technical expertise in data handling, process automation, and IT solutions, aiming to bridge experience in fraud analytics with software development.
