Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Elizabeth Charo

San Antonio,TX

Summary

Dynamic professional with a proven track record at USAA, excelling in high-stakes environments with expertise in fraud detection and customer dispute resolution. Leveraged communication and problem-solving skills to reduce compliance errors by devising innovative programs, enhancing digital tool engagement, and improving customer retention through effective escalation handling. Customer service professional with extensive background in managing high call volumes and resolving customer issues. Known for reliability and ability to adapt to changing demands while collaborating with team members. Skilled in conflict resolution and maintaining customer satisfaction.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Bank Sales and Service Contact Center Representative III

USAA
12.2023 - Current
  • Handle member calls in a high volume fast-paced contact center
  • Engage with the member to make sure to educating the member on resources they have available to them
  • Accountable for helping the members utilize online digital tools, provide solutions within policies and procedures, provide exceptional member service
  • Work with members to help with online banking tools, help with fraud transactions, and other transactions that need to be disputed
  • Compliance Risk Help – While trying to help with the compliance issues that as a company we were having I came up with an idea to help mitigate the problem
  • As we are reaching the threshold in compliance errors, I helped the company come up with a program to help lower the compliance errors
  • With the new program each team would have a member become a POC
  • Each month the POC’s would met and discuss the error trends to help lower the risk of repeating the error

Escalation Representative II

Wells Fargo
03.2023 - 12.2023
  • Taking calls from representatives that customer was upset or if they were not able to assist the customer
  • Most days the calls were fast paced and consist of de-escalating the customer to be able to retain the customer

Fraud Specialist

Wells Fargo
04.2022 - 03.2023
  • Working case to help the company determine whether debit card claims were valid or declined using the tools provided by the company
  • Reviewing purchase history, location, and any other information that was provided to determine claim validation
  • Reviewed wire information as it comes in to determine if wire was valid by looking at login information and IP addresses to make sure customer was one initiating the wire

Customer Service Representative III

Wells Fargo
03.2020 - 04.2022
  • Taking customer calls helping them with any account information needed
  • Helped customers with debit card issues, wire transactions, account issues, and any other issues customer may have
  • Was the first stop for all customer based calls to manage accounts or issues with customer

Education

Bachelors - Cybersecurity

Purdue Global University
10.2024

Skills

  • Communication
  • Time Management
  • Problem Solving
  • Adaptability
  • Teamwork
  • Attention to Detail
  • Active listening
  • Work ethic
  • Customer Service
  • Workload Management
  • Call handling
  • Complaint resolution

Certification

Certificate in Fraud Prevention

Certificate in BSA and AML Compliance

Certificate in Deposit Compliance for Compliance Professionals

Timeline

Bank Sales and Service Contact Center Representative III

USAA
12.2023 - Current

Escalation Representative II

Wells Fargo
03.2023 - 12.2023

Fraud Specialist

Wells Fargo
04.2022 - 03.2023

Customer Service Representative III

Wells Fargo
03.2020 - 04.2022

Bachelors - Cybersecurity

Purdue Global University

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Elizabeth Charo