Eliza Carrion

- Analyze transaction records and customer data to identify potential fraudulent activity.
- Conduct detailed investigations into suspicious transactions and recommend mitigation strategies.
- Collaborate with cross-functional teams to address emerging fraud trends and update policies.
- Train and coach team members on fraud prevention techniques and best practices.
- Lead investigations into internal errors and ensure compliance with company standards.
- Maintain documentation accuracy and contribute to process improvement initiatives.

• Resolved customer inquiries and complaints using CRM software to ensure satisfaction.
• Mentored junior agents, providing guidance on best practices in customer engagement strategies.
• Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
• Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
• Followed-through on all critical inter-departmental escalations to increase customer retention rates.

• Delivered personalized haircuts and styles, enhancing client satisfaction and loyalty.
• Utilized advanced hair coloring techniques, ensuring vibrant results tailored to individual preferences.
• Trained and mentored junior stylists on best practices and customer service excellence.
• Maintained a clean and organized workstation, promoting a safe environment for clients and staff.