ABRAHAN-ADAN BERNAL MORALES
Henderson,NV
Summary
Experienced Customer Service Supervisor bringing 8 years of quality performance in customer support roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
8
8
years of professional experience
Work History
Fraud Analyst
Loyalty Brand Marketing
2023.09 - Current
- Analyzed large amounts of data to find patterns of fraud and anomalies
- Analyzed and resolved 250+ fraudulent cases per month, leading to a 20% decrease in potential losses for the company.
- Developed and maintained a comprehensive weekly Excel report tracking the volume and monetary value of disputed transactions, ensuring accuracy and timeliness in reporting while adhering to established data integrity protocols.
- Implemented systematic email follow-up procedures to address customer inquiries promptly and escalate suspicious cases for further investigation, resulting in improved efficiency and accuracy in fraud detection and resolution.
Fraud Detection Analyst
Barclays
2023.01 - 2023.06
- Analyzed financial statements to identify discrepancies, irregularities, and fraudulent activity.
- Contacted customers directly to notify them of fraudulent activity and minimize impacts.
- Performed risk assessments to determine the level of fraud risk and prioritize investigations.
- Proficient with analytic programs such as LexisNexis, PowerCurve, and Equifax to review accounts.
- Collaborated with internal and external stakeholders to create and maintain fraud prevention strategies.
Customer Service Supervisor
Celsius Network
2021.11 - 2022.10
- Identified customer service trends to provide recommendations for process and procedural improvements.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Led regular customer service meetings to review progress identify challenges and provide feedback.
- Actively supported service associates by quickly responding to questions via chat or email and finding appropriate solutions to customer issues.
- Software: Zen Desk, Jira, Okta, Google Suites, Google Authenticator, Slack, BambooHR.
Multichannel Transmission Systems Team Leader
Nevada Army National Guard
2016.08 - 2022.09
- Experience in troubleshooting, installing, repairing and maintaining advanced radio communication equipment
- Planned and coordinated tactical movements of personnel and equipment.
- Able to maintain and operate power sources such as solar, battery and diesel generators
- Accurately documented user support activities, such as system problems, corrective actions, resolution status and completed equipment installations.
- Led team in developing strategic plans to meet operational objectives.
Customer Service Representative
Credit Acceptance
2019.02 - 2021.09
- Assist customers with processing payments and submitting claims or complaints
- Help customers fully understand the contract and loan they are committing to both in English and Spanish
- Ensure contact information pertaining to customers is accurately entered into the database
- Utilize exceptional communication skills to negotiate and discuss sensitive financial issues and provide solutions
- Answered aconstant flow of customer calls with minimal wait times.
Education
Multichannel Transmission Systems Operator/Maintainer (25Q) -
General Education Diploma - Culinary Arts
06.2016
Skills
- Fluent in Spanish and able to assist in translating legal documents and contracts.
- Strong administrative skills
- Excellent customer service skills
- Effective communication experience
- Detail focused
- Strong problem-solving skills
- Risk assessment procedures
- Transaction monitoring
- MS Office software proficiency
- Transaction Analysis
- Customer Accounts Management
- Fraud Detection And Prevention
- Customer Experience
- Verbal And Written Communication
- Management Experience
- Fraud Reviews
- Anti-Money Laundering Regulations
Languages
Spanish
Native or Bilingual
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Fraud Analyst - Loyalty Brand Marketing
2023.09 - Current
Fraud Detection Analyst - Barclays
2023.01 - 2023.06
Customer Service Supervisor - Celsius Network
2021.11 - 2022.10
Customer Service Representative - Credit Acceptance
2019.02 - 2021.09
Multichannel Transmission Systems Team Leader - Nevada Army National Guard
2016.08 - 2022.09
U.S. Army - Multichannel Transmission Systems Operator/Maintainer (25Q),
Rancho High School - General Education Diploma, Culinary Arts
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