Demonstrated experience with Fraud Risk Management.
Demonstrated experience with Data Mining & Analysis.
Demonstrated experience with Process Improvement.
Demonstrated experience with Team Leadership.
Dexis
Mentored and motivated team members by providing regular coaching, performance feedback, and support to foster professional development., Served as a subject matter expert for the customer service team, offering hands-on support with technical issues and procedural questions., Managed high-level customer and dealer escalations across phone, email, and chat channels, ensuring timely and effective resolution., Led continuous improvement efforts by evaluating and refining existing support procedures., Played a key role in the creation and maintenance of internal SOPs and process playbooks to standardize quality service and streamline team workflows., Monitored service quality and team performance through regular call reviews and reporting.
Western Union
Accurately and timely process a high volume of various payment transactions, including money transfers, bill payments, and other financial services., Monitor and resolve transaction errors and discrepancies, ensuring timely and accurate resolution., Respond promptly to customer inquiries and resolve issues effectively., Build strong relationships with customers and maintain a high level of customer satisfaction., Ensure all transactions are processed in accordance with relevant regulations, compliance guidelines, and internal policies., Monitor for and identify potential fraud risks., Assist in the implementation and maintenance of internal controls to mitigate risk.
Amazon
Lawyer
High School
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Demonstrated experience with Customer Service.
Developed mechanisms to prevent fraudulent activities, analyzing data to detect patterns and continuous communication with stakeholders., Implemented new fraud detection rules, achieving a 15% reduction in fraudulent activities over six months, enhancing account security and customer trust., Designed and maintained fraud detection dashboards, increasing monitoring efficiency by 20%, leading to quicker and more accurate fraud identification., Led process improvement initiatives and projects, boosting fraud prevention efficiency by 25%, resulting in a more streamlined and effective system that saved time and resources., Trained and mentored twenty new team members, reducing errors in fraud case management by 40%, strengthening the team’s capability to handle critical fraud cases effectively.
HP Inc.
Coordinated with internal teams and external vendors., Logistic coordination with companies like UPS and Fedex to increase the successful delivery of repair parts., Constant communication with stakeholders from companies that have repair contracts with the company regarding timeframes, ETA’s, cost and logistic., Manage a team of 2 members in Costa Rica and 15 Field Technicians in the U.S.
Sykes (Foundever)
Managed escalated fraud-related customer calls for swift resolution., Investigated complex cases to determine root causes and solutions., Provided guidance to junior team members on escalated cases., Conducted training sessions for new hires on fraud detection and customer service.
