Daniel Marquez
San Antonio,TX
Summary
Proven track record at JPMorgan Chase, excelling in fraud prevention and customer satisfaction enhancement. Spearheaded investigations and streamlined escalation processes, recovering significant funds and boosting efficiency. Exhibits strong analytical and communication skills, fostering teamwork and continuous improvement. Achieved top performance in resolving complex financial crimes and customer issues.
Overview
8
8
years of professional experience
Work History
Fraud Prevention Specialist
JPMorgan Chase
09.2023 - Current
- Supported colleagues in navigating difficult situations involving potential fraud by providing timely advice based on professional expertise and experience.
- Conducted thorough investigations of suspected fraud cases, leading to the recovery of lost funds.
- Educated staff members on best practices for identifying and preventing fraudulent activities, fostering a culture of vigilance within the organization.
- Managed complex cases involving identity theft, credit card fraud, and other forms of financial crime, resulting in successful resolution for affected customers.
- Provided expert guidance on emerging trends in fraud prevention, ensuring company procedures remained up-to-date and effective.
Branch Complaint Escalations
JPMorgan Chase
07.2022 - Current
- Consistent top performer in the department month after month.
- Maintained open lines of communication with customers throughout the escalation process, ensuring their needs were addressed with care and transparency.
- Introduced proactive measures for identifying potential escalations before they occurred, allowing for early intervention and resolution when possible.
- Streamlined escalation processes for quicker issue resolution and improved customer experience.
- Coordinated efforts with other departments to ensure seamless service delivery during critical situations involving multiple parties.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly.
Chase Inventory Management
JPMorgan Chase
03.2018 - 07.2022
- Displayed excellent decision-making abilities when navigating challenging customer situations and working towards mutually beneficial resolutions.
- Participated in ongoing professional development opportunities to remain current on industry best practices related to escalations management.
- Managed high-stress situations with professionalism, ensuring positive outcomes for customers and the company.
- Demonstrated exceptional communication skills when interacting with both internal teams and external customers during high-pressure situations.
- Identified areas for improvement within the escalation process, proposing changes that resulted in increased efficiency and effectiveness.
Senior Customer Representative
JPMorgan Chase
05.2016 - 03.2018
- Listened to customers' questions and concerns to provide answers or responses.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Improved customer satisfaction by addressing and resolving complex issues in a timely manner.
- Collected customer information and analyzed customer needs to recommend potential products or services.
- Reduced resolution times by implementing effective problem-solving strategies during customer interactions.
- Handled escalated calls with professionalism, demonstrating empathy while guiding customers towards appropriate solutions.
Education
No Degree - Kinesiology
Northwest Vista
San AntonioHigh School Diploma -
John Marshall High School
San Antonio06.2007
Skills
- Analytical mindset
- Fraud Prevention Strategies
- Teamwork and Collaboration
- Problem-Solving
- Time Management
- Problem-solving abilities
- Critical thinking abilities
- Continuous Improvement Focus
- Technical acumen
- Verbal and written communication
Timeline
Fraud Prevention Specialist
JPMorgan Chase
09.2023 - Current
Branch Complaint Escalations
JPMorgan Chase
07.2022 - Current
Chase Inventory Management
JPMorgan Chase
03.2018 - 07.2022
Senior Customer Representative
JPMorgan Chase
05.2016 - 03.2018
No Degree - Kinesiology
Northwest Vista
High School Diploma -
John Marshall High School
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