Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
Generic

Alejandra Jimenez

Summary

Disputes Specialist at Concentrix with a proven track record in case analysis and customer service. Enhanced dispute resolution processes, reducing chargeback rates through proactive measures. Skilled in relationship building and compliance awareness, I excel in fostering trust and delivering effective solutions, consistently exceeding performance expectations.

Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.

Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.

Overview

8
8
years of professional experience

Work History

Disputes Specialist

Concentrix
09.2024 - Current
  • Resolved customer disputes efficiently, ensuring adherence to company policies and regulatory compliance.
  • Analyzed case data to identify trends, enhancing dispute resolution processes and outcomes.
  • Collaborated with cross-functional teams to streamline communication and improve dispute handling procedures.
  • Used sound judgment and available resources to make well-informed decisions for case approval or denial.
  • Adhered to department processes, procedures and goal expectations for case investigations.
  • Identified trends in disputes and communicated insights to management, prompting proactive measures to prevent future issues.
  • Reduced chargeback rates by proactively addressing potential issues before they escalated into formal disputes.
  • Conducted root cause analysis on recurring disputes to identify opportunities for prevention or mitigation of future occurrences.
  • Improved customer satisfaction by providing prompt responses and effective resolutions to dispute cases.
  • Prevented unnecessary escalations by addressing concerns effectively at the earliest stages of the dispute process.
  • Handled sensitive situations professionally, demonstrating empathy towards customers while enforcing company policies fairly.
  • Built trust among customers through consistent and transparent communication during the dispute resolution process.
  • Contributed to departmental goals by meeting or exceeding key performance indicators related to dispute resolution and customer satisfaction.
  • Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
  • Kept high average of performance evaluations.

Shift Lead Supervisor

Bolanos Inc
10.2023 - 09.2024
  • Supervised daily operations, ensuring adherence to safety protocols and operational standards.
  • Trained and mentored team members on effective workflow practices and task execution.
  • Coordinated staff schedules to optimize coverage during peak operational hours.
  • Monitored inventory levels, facilitating timely restocking to meet customer demand.
  • Monitored inventory levels, facilitating timely reorders to maintain stock availability.
  • Trained new employees and delegated daily tasks and responsibilities.
  • Maintained a clean and organized work environment, ensuring safety standards were met consistently.
  • Trained and mentored new employees to maximize team performance.
  • Provided exceptional customer service by addressing inquiries, resolving issues, and maintaining a welcoming atmosphere for patrons.
  • Helped store management meet standards of service and quality in daily operations.
  • Responded to and resolved customer questions and concerns.
  • Supervised daily warehouse operations to ensure efficient workflow and adherence to safety protocols.
  • Trained and mentored staff on inventory management systems and best practices for stock handling.
  • Developed new inventory system to communicate with client on what was in stock first to prevent waste when picking

Team Lead Trainer

Main Event
11.2020 - 09.2023
  • Developed training materials to enhance team knowledge and skills.
  • Assisted in onboarding new team members through structured training sessions.
  • Collaborated with management to identify training needs and gaps.
  • Conducted workshops to promote best practices among staff.
  • Evaluated participant progress and provided constructive feedback for improvement.
  • Maintained training records and documentation for compliance purposes.
  • Developed comprehensive training programs for new hires, resulting in improved productivity and job satisfaction.
  • Established a mentoring program that paired experienced employees with new hires to foster continuous learning and development.
  • Evaluated individual employee progress and provided constructive feedback for improvement.
  • Created customized development plans for each team member based on their unique strengths, weaknesses, career aspirations.
  • Greeted customers with smile and provided friendly service to professionally handle every need.
  • Set positive example for team members by providing high-quality, efficient service.
  • Provided coaching and mentoring to employees.

Crew Member

Firehouse Subs
03.2018 - 07.2020
  • Delivered exceptional customer service, addressing inquiries and resolving issues efficiently.
  • Operated cash register, processed transactions accurately, and maintained balanced till.
  • Collaborated with team members to ensure smooth workflow during peak hours.
  • Trained new crew members on operational procedures and safety protocols.
  • Maintained cleanliness of work area, adhering to health and safety standards.
  • Worked front counter, drive-thru and other areas.
  • Took orders, prepared meals, and collected payments.
  • Kept food preparation area, equipment, and utensils clean and sanitary.
  • Became familiar with products to answer questions and make suggestions.
  • Operated cash register to ring up final bill and process various forms of payment.
  • Stocked shelves to organize aisles in assigned department.
  • Strengthened workplace safety by promptly identifying potential hazards and taking corrective action.

Education

High School Diploma -

United South High School
Laredo, TX
06-2015

Skills

  • Compliance awareness
  • De-escalation techniques
  • Customer service
  • Problem-solving
  • Active listening
  • Coaching and mentoring
  • Adaptability

Accomplishments

  • Resolved product issue through consumer testing.
  • Achieved goal and compliance of client needs.
  • Empathize and clearly communicate with consumer to help better understand outcomes of disputes.
  • Collaborate with Team Leader to see what can be better improved.
  • Deescalate situations with upset consumers.

Languages

English
Native or Bilingual
Spanish
Limited Working

Timeline

Disputes Specialist

Concentrix
09.2024 - Current

Shift Lead Supervisor

Bolanos Inc
10.2023 - 09.2024

Team Lead Trainer

Main Event
11.2020 - 09.2023

Crew Member

Firehouse Subs
03.2018 - 07.2020

High School Diploma -

United South High School

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Alejandra Jimenez