Angelica Ruiz
Tucson,US
Summary
Dedicated and organized professional with outstanding relationship-building and problem solving skill. Driven to exceed expectations and operate effectively in high-pressure environments. Highly motivated individual with desire to take on new challenges. Adapt at working unsupervised and quickly mastering skills. Customer service skills, multitasking. Devoted to giving every customer a positive and memorable experience.
Overview
11
11
years of professional experience
Work History
Operations Manager
CEC Entertainment
Tucson, Arizona
04.2014 - Current
- Developed strong business relationships with clients to improve overall experience, satisfaction, and retention rates.
- Cashier, Cook, Inventory Sales trainer, hiring and onboarding. Decision making. Workforce trainer.
Fraud Representative
Alorica for Bank of America
Tucson, AZ
09.2023 - 01.2025
- Safeguarded sensitive customer information by adhering to strict confidentiality protocols during investigations.
- Optimized case resolution times by prioritizing high-risk incidents and managing resources effectively.
- Demonstrated expertise in various types of fraud schemes, enabling effective countermeasures for prevention and detection efforts across the organization.
- Improved customer trust through transparent communication regarding potential fraud threats and resolutions.
- Assisted customers in taking appropriate measures to safeguard their accounts following instances of confirmed or suspected fraud events.
- Streamlined case management processes by leveraging data analysis techniques to identify trends in fraudulent activity.
- Reduced fraud incidents by implementing advanced detection tools and strategies.
- Evaluated customer data to identify and prevent fraudulent activities.
- Helped customers with deposits, withdrawals, transactions and opening new accounts.
Customer Service Agent
Alorica for Bank of America
Tucson, AZ
04.2022 - 01.2025
Problem Solver ambassador
Amazon Fulfillment Center - TUS2
Tucson, AZ
09.2019 - 07.2022
- Completed the work outlined on the repair order with efficiency and accuracy.
- Maintained a calm, friendly demeanor with upset customers to de-escalate stressful situations.
- Kept meticulous records of what customers wanted and ordered, which helped to boost profits when they returned at a later date.
- Increased customer satisfaction ratings by providing valuable insights into customers' needs and expectations.
- Collaborated with managers to create service improvement plans.
- Established, problem solving with multiple items, damaged, or lost.
Sr. Specialist in guest services
Target
Tucson, Arizona
07.2021 - 02.2022
- Established and enforced performance and service standards to maintain a consistent, high-quality environment dedicated to customer satisfaction.
- Orchestrated positive customer experiences at all stages by overseeing every aspect of customer service operations.
- Customer services with payments, orders, lost items, damaged items, refunds and Sales.
Education
High School - undefined
San Simon School
San Simon, AZ01.2009
Skills
- Team building
- Relationship development
- Process improvement
- Customer service
- Business operations
- Recruitment
- Workflow planning
- Communications
- Problem resolution
- Organization
- Team management
- Scheduling
- Operational improvement
- More than 10 years of experience with Microsoft word, Excel, and outlook, with a strong ability to solve problems and think critically to resolve customers concerns and challenges
Languages
English and Spanish
Native or Bilingual
Timeline
Fraud Representative
Alorica for Bank of America
09.2023 - 01.2025
Customer Service Agent
Alorica for Bank of America
04.2022 - 01.2025
Sr. Specialist in guest services
Target
07.2021 - 02.2022
Problem Solver ambassador
Amazon Fulfillment Center - TUS2
09.2019 - 07.2022
Operations Manager
CEC Entertainment
04.2014 - Current
High School - undefined
San Simon School