ABRAHAN-ADAN BERNAL MORALES
Las Vegas,NV
Summary
Customer service professional with a strong record in resolution. Proven ability to enhance customer relationships through personalized banking solutions while effectively addressing concerns. Demonstrates a commitment to safety and compliance, ensuring a secure banking environment.
Overview
1
1
Language
10
10
years of professional experience
Work History
Relationship Banker
Bank of America
Las Vegas, Nevada
05.2024 - Current
- Built meaningful customer relationships by understanding clients’ long-term goals, developing personalized plans to support their Life Plan objectives, and showing genuine care for the financial well-being of their families and loved ones.
- Maintained a safe banking environment by executing pre-opening and post-closing safety procedures, identifying potential risks, and implementing proactive measures to protect clients and employees.
- Delivered personalized banking solutions that enhanced customer relationships through empathy and professionalism during challenging situations, ensuring optimal client experiences.
- Led discussions on relationship-building best practices in team meetings, collaborating with bankers to enhance customer experiences while safeguarding confidentiality and protecting client information.
Fraud Analyst
Loyalty Brand Marketing
07.2023 - 05.2024
- Analyzed and resolved 250+ fraudulent cases per month, leading to a 20% decrease in potential losses for the company.
- Implemented email follow-up procedures to address customer inquiries and escalate suspicious cases, improving fraud detection and resolution accuracy.
- Analyzed data to identify fraud patterns and anomalies, enhancing detection processes.
- Developed and maintained weekly Excel report tracking disputed transactions' volume and value, ensuring accurate and timely reporting.
Fraud Detection Analyst
Barclays
01.2023 - 06.2023
- Conducted risk assessments to evaluate fraud risk levels and prioritize investigation efforts effectively.
- Notified customers of fraudulent activity to mitigate potential losses and protect account integrity.
- Analyzed financial statements to identify discrepancies, irregularities, and fraudulent activity.
- Partnered with internal and external stakeholders to develop and implement comprehensive fraud prevention strategies.
- Proficient with analytic programs such as LexisNexis, PowerCurve, and Equifax to review accounts.
Customer Service Supervisor
Celsius Network
11.2021 - 10.2022
- Identified customer service trends and recommended process improvements to enhance service delivery.
- Monitored metrics and developed insights that guided strategies for improved efficiency and performance.
- Led regular customer service meetings to review progress, address challenges, and give actionable feedback.
- Actively supported service associates by quickly responding to questions via chat or email and finding appropriate solutions to customer issues.
- Software: Zendesk, Jira, Okta, Google Suite, Google Authenticator, Slack, BambooHR.
Multichannel Transmission Systems Team Leader
Nevada Army National Guard
08.2016 - 09.2022
- Led team in developing and coordinating strategic plans to achieve operational objectives effectively.
- Troubleshot technical issues with communication equipment, installing, repairing, and maintaining advanced radio communication systems to ensure operational readiness.
- Planned and coordinated tactical movements of personnel and equipment.
- Maintained and operated power sources, including solar, battery, and diesel generators, to ensure continuous power supply for critical operations.
- Accurately documented user support activities, such as system problems, corrective actions, resolution status and completed equipment installations.
Customer Service Representative
Credit Acceptance
02.2019 - 09.2021
- Answered customer inquiries promptly to manage high volume of calls with minimal wait times
- Assisted customers in processing payments and submitting claims or complaints to enhance customer satisfaction
- Help customers fully understand the contract and loan they are committing to both in English and Spanish
- Utilize exceptional communication skills to negotiate and discuss sensitive financial issues and provide solutions
- Ensured accurate entry of customer contact information in the database to maintain data integrity
Education
General Education Diploma - Culinary Arts
Rancho High School
Las Vegas, NV06-2016
Multichannel Transmission Systems Operator/Maintainer (25Q) -
U.S. Army
Augusta, GASkills
- Spanish translation
- Strong administrative skills
- Excellent customer service skills
- Effective communication experience
- Detail focused
- Strong problem-solving skills
- Fraud risk assessment
- Transaction monitoring systems
- MS Office software proficiency
- Transaction Analysis
- Customer account management
- Fraud prevention
- Customer experience management
- Regulatory compliance
- Team leadership
Languages
Spanish
Languages
Spanish
Professional
Timeline
Relationship Banker
Bank of America
05.2024 - Current
Fraud Analyst
Loyalty Brand Marketing
07.2023 - 05.2024
Fraud Detection Analyst
Barclays
01.2023 - 06.2023
Customer Service Supervisor
Celsius Network
11.2021 - 10.2022
Customer Service Representative
Credit Acceptance
02.2019 - 09.2021
Multichannel Transmission Systems Team Leader
Nevada Army National Guard
08.2016 - 09.2022
General Education Diploma - Culinary Arts
Rancho High School
Multichannel Transmission Systems Operator/Maintainer (25Q) -
U.S. Army