Andres Pulido
Tucson,AZ
Summary
Ambitious young adult with excellent research, time management and problem solving skills. Provided Excellent customer service and assisted in training fellow employees. Versatile Real-Time Management Analyst with advanced knowledge of financial, business development and operational areas. Steps into new areas with adaptable approach. Practiced project manager and problem-solver with 8 years of experience in Customer Service.
Overview
11
11
years of professional experience
Work History
Fraud Analyst
Alorica
Tucson, AZ
05.2023 - 08.2023
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Performed risk assessments to determine level of fraud risk and prioritize investigations.
- Evaluated customer data to identify and prevent fraudulent activities.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
Real Time Analyst
Alorica
Tucson, AZ
05.2022 - 05.2023
- Produced detailed and relevant reports for use in making business decisions, managing projects of up to 250 agents.
- Compiled research data and gave professional presentations highlighting finds and recommended optimizations.
- Enforced and monitored real-time schedule adherence and compliance to business policies while notating deviations from expected attendance.
Customer Service Representative
Alorica
Tucson, AZ
06.2020 - 05.2022
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns, managing over 80 calls on any given day
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Assisted in On-site and At-Home training through One-on-One call reviews and monitors
Workforce Real Time Analyst
C3CustomerContactChannels Inc. / Everise
02.2020 - 04.2020
- Monitor agent schedule adherence using real-time adherence software and call out non-adherent events to Operations through Desk Alert
- Coordinate with Workforce Management and other Traffic Analysts on same campaign to ensure continuity of coverage and distribution of up-to-the-minute statistical data about the day
- Provide historical reporting compilation as required by the campaign to establish a baseline and help improve overall performance
Pharmacy Help Desk Representative
C3CustomerContactChannels Inc./ Everise
11.2019 - 02.2020
- Assisted both members and providers by guiding them through processes and regulations of Medicare's Prescription Drug Plan
- Answered any questioned and took down grievances for members, and form intakes on behalf of providers to obtain coverage for drugs outside member formularies
- Established genuine connections through excellent customer service
Quality Assurance Representative
Customercontactchannels/C3
07.2019 - 10.2019
- Audited each assigned associate in accordance with client requirements
- Provided personal and proactive feedback to associates both in one on one sessions
- Completed other duties and responsibilities assigned by management of the company
Customer Service Representative
CustomerContactChannels/C3
07.2018 - 07.2019
- Assisted customers with troubleshooting internet technical issues
- Provided excellent customer service by making genuine connections with customer through empathy and friendliness
- Provided knowledgeable assistance and willingness to help resolve customer issues
Maintenance Technician
Pilot Travel Centers LLC
12.2016 - 12.2017
- Diagnosed mechanical problems and determined the best ways to correct them
- Assisted in keeping the store clean and presentable at all times provide professional drivers with clean showers ad fresh towels
- Assisted in cashiering and deli production when needed
Tutor
Desert View High School
01.2013 - 12.2014
- Applied effective learning strategies to improve students' study skills and retention
- Successfully improved student participation in the classroom through integration of creative role-playing exercises
- Implemented reading and writing workshops to increase student literacy and support school reading programs
Fc Associate
Amazon
Tucson, AZ
09.2023 - Current
- Increased customer satisfaction by ensuring timely and precise order fulfillment, maintaining communication throughout the process.
- Maintained clean and organized workspaces, adhering to health and safety regulations while maximizing productivity.
- Resolved shipment issues promptly, maintaining strong relationships with suppliers and carriers alike.
- Contributed to cost reduction initiatives by identifying areas of improvement and implementing streamlined procedures.
- Supported warehouse supervisors in daily operations management, meeting deadlines consistently without compromising quality standards.
Education
High School Diploma -
Desert View High School
Tucson, AZ05.2015
Skills
- Critical thinking
- Time management
- Analytical
- Empathetic
- Documentation skills
- Training and mentoring
Timeline
Fc Associate
Amazon
09.2023 - Current
Fraud Analyst
Alorica
05.2023 - 08.2023
Real Time Analyst
Alorica
05.2022 - 05.2023
Customer Service Representative
Alorica
06.2020 - 05.2022
Workforce Real Time Analyst
C3CustomerContactChannels Inc. / Everise
02.2020 - 04.2020
Pharmacy Help Desk Representative
C3CustomerContactChannels Inc./ Everise
11.2019 - 02.2020
Quality Assurance Representative
Customercontactchannels/C3
07.2019 - 10.2019
Customer Service Representative
CustomerContactChannels/C3
07.2018 - 07.2019
Maintenance Technician
Pilot Travel Centers LLC
12.2016 - 12.2017
Tutor
Desert View High School
01.2013 - 12.2014
High School Diploma -
Desert View High School