Alberto Tellez Hernandez
Des Moines
Summary
Results-driven Operations Leader with extensive experience in performance monitoring and team training at Velera. Expertise in process streamlining, compliance enhancement, and employee development. Proficient in risk management and fostering collaboration to achieve operational efficiency and team success.
Overview
12
12
years of professional experience
Work History
Dispute Operations Supervisor
Velera
01.2023 - Current
- Managed daily operations & inventory to ensure daily production goals were met
- Ensured compliance with company policies and Network regulations to meet Financial industry standards
- Oversaw a team of direct reports and provided support with administrative tasks such as time off, payroll, merit, and bonus.
- Conducted quarterly and yearly performance evaluations based on established performance metrics, providing constructive feedback and identifying/addressing areas for improvement.
- Led full-cycle recruitment, from interviewing and hiring to onboarding new team members for seamless integration
- Streamlined operational procedures, significantly reducing process inefficiencies and downtime.
- Contributed to long-term strategic planning discussions within the leadership team to help shape future direction for the business unit.
Lead Chargeback Analyst
Velera
04.2022 - 01.2023
- Resolved inquiries for MasterCard Fraud Team, enhancing case resolution efficiency.
- Streamlined client case inquiries through Salesforce, minimizing potential company losses.
- Led training sessions for new employees, facilitating smooth onboarding processes.
- Developed standard operating procedures, improving operational consistency and team performance.
- Provided constructive feedback in one-on-one meetings, promoting team growth and development.
Chargeback Analyst
Velera
10.2019 - 04.2022
- Handled inbound calls & emails from clients and their cardholders to resolve case inquiries
- Mentored new hires and provide feedback to leadership on identified knowledge gaps.
- Maintained thorough knowledge of changing industry regulations, ensuring compliance in all MasterCard & STAR Station Networks chargeback processes.
Work Entry & Distribution Coordinator
Velera
10.2018 - 10.2019
- Routed Incoming cardholder, client and case emails to analysts on the floor
- Provided direct support to chargeback analysts by creating new cases in their queue's, downloading reports, and uploading required documentation for fraud and dispute case processing.
Fraud Detection Analyst
Velera
08.2017 - 10.2018
- Reduced fraud incidents by identifying patterns in cardholder transactions.
- Notified cardholders about potential fraud and confirmed incidents via calls.
- Closed compromised debit/credit accounts and issued replacements for affected customers.
- Maintained high call quality by consistently meeting performance metrics.
Member Care Representative
Nationwide
06.2016 - 08.2017
- Resolved member insurance inquiries efficiently, ensuring accurate information delivery.
- Processed amendments to various insurance policies, adhering to company guidelines.
- Identified process improvement opportunities through active participation in issue management team.
Loss Prevention Analyst
Sears Holdings
01.2015 - 06.2016
- Mitigated company losses by screening orders for potential fraud.
- Resolved customer inquiries regarding cancellations and re-installments efficiently.
- Trained new employees and handled escalated calls in specialized queues.
Case Management Representative
Sears Holdings
06.2014 - 01.2015
- Reviewed customer orders to identify errors in system processing and provide solutions such as: refunds, cancellations, and order replacements.
- Mentored and Trained new hires for the case management department and other associated areas.
Education
Associate of Arts - Liberal Arts
Des Moines Area Community College
Ankeny, IA08-2015
Skills
- Operations management
- Performance monitoring
- Task delegation
- Staff supervision
- Team Training
- Employee development
- Microsoft office
- Management
- Quality assurance
- Risk management
- Customer service
Accomplishments
- Developed standard operating procedures for non‑fraud case handling within a newly implemented case management system
- Trained and lead project initiatives during both Co-op and Velera company mergers by participating in issue management and change control meetings
- Helped lead and create a "workbook" to contain all leadership processes for all disciplines.
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Dispute Operations Supervisor
Velera
01.2023 - Current
Lead Chargeback Analyst
Velera
04.2022 - 01.2023
Chargeback Analyst
Velera
10.2019 - 04.2022
Work Entry & Distribution Coordinator
Velera
10.2018 - 10.2019
Fraud Detection Analyst
Velera
08.2017 - 10.2018
Member Care Representative
Nationwide
06.2016 - 08.2017
Loss Prevention Analyst
Sears Holdings
01.2015 - 06.2016
Case Management Representative
Sears Holdings
06.2014 - 01.2015
Associate of Arts - Liberal Arts
Des Moines Area Community College