Summary
Overview
Work History
Education
Skills
Languages
Languages
Timeline
Generic

Fabiola Reyes

Elkhorn,USA

Summary

Dynamic leader with a proven track record at PayPal, adept in talent acquisition and customer rapport building. Excelled in mentoring roles, enhancing team performance by implementing innovative management strategies. Achieved significant improvements in customer satisfaction and operational efficiency. Skilled in financial acumen and critical thinking, committed to driving career growth and organizational success. Experienced Senior Agent adept at fostering team leadership and cross-functional collaboration. Committed to delivering outstanding service and optimizing results for clients and teammates .Dedicated to delivering exceptional service and maximizing outcomes for clients and teammates. Qualified Agent with documented history of meeting and exceeding sales goals. Known for strong relationship-building skills and commitment to maintaining loyal customers. Excellent record of expanding market share, retaining customers and promoting new initiatives. An organized and motivated individual, eager to utilize time management and organizational skills across diverse settings. Seeking entry-level opportunities to enhance abilities while contributing to company growth. Results-driven individual with a solid track record in delivering quality work. Known for excellent communication and teamwork abilities, with a commitment to achieving company goals and delivering exceptional service. Passionate about continuous learning and professional development. Customer-focused individual with a passion for delivering exceptional service. Strong interpersonal skills with a talent for effectively addressing concerns. Committed to improving customer satisfaction and driving positive outcomes. Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals. Experienced professional with a strong background in technology-related roles. Proficient in software development, system administration, and technical support. Skilled in problem-solving and optimizing performance. Capable of managing projects and collaborating effectively with teams. Committed to continuous learning and staying current with industry trends to contribute to organizational success.

Overview

43
43
years of professional experience

Work History

Senior Agent Internship for 2024

PayPal
Omaha, NE
07.2024 - Current
  • Provided coaching feedback to agents on their interactions with customers during call monitoring sessions.
  • Developed customer service processes and procedures for the team to follow.
  • Facilitated communication between parties to ensure mutual understanding and agreement.
  • Conducted due diligence on behalf of clients for various transactions.
  • Developed strategies for improving customer experience through better communication and problem-solving techniques.
  • Evaluated and identified opportunities to drive process improvements, positively impacting customer experience.
  • Observed work of colleagues and attended training courses to develop top-level skills.
  • Completed research to thoroughly understand client requirements.
  • Participated in weekly team meetings and provided updates on progress towards goals set by management.
  • Resolved escalated customer complaints by providing solutions that were satisfactory to both parties involved.
  • Assisted in the training of new agents and provided guidance to junior staff.
  • Established positive relationships with agent through effective communication skills.
  • Investigated complex problems reported by customers, developed resolutions, and communicated results back to the client.
  • Actively participated in brainstorming sessions aimed at improving overall effectiveness of customer service operations.
  • Responded quickly to urgent requests from agents, while maintaining attention to detail throughout the process.
  • Scheduled and attended weekly appointments with teammates.
  • Collaborated with other departments to ensure timely resolution of customer inquiries and issues.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Worked effectively in team environments to make the workplace more productive.
  • Managed time effectively to ensure tasks were completed on schedule and deadlines were met.

Spanish Liaison

Millard Public Schools
02.2015 - Current
  • Currently working for Millard Public Schools as a Spanish Liaison
  • I oversee and translate all information from Teacher and Parents on conferences and special situations like meeting with the students, counselor, teacher, Principal, parents and sometimes with the heath team
  • Assist on the National Assessment Test that is perform at the schools every year
  • Perform Spanish conference calls between parents and teachers

PayPal Debit Card Chargeback agent

PayPal INC.
02.2007 - Current
  • Currently working with Compass Gold cases and SCM cases for IDO
  • Running the pilot for SCM cases and mentoring new and existing teammates on the transition of new system
  • I do have been upskilled to work representment cases and conduct a full fraud investigation when we received documentation from merchants for a possible arbitration
  • Create experiences our customer’s love, through following internal policies on outbound calling, low dollar write-offs and completing cases in a timely manner
  • Use empowerment as appropriate, as needed, to decide cases.
  • Ensure RegE requirements are meet within allotted timeframes, including issuing provisional credits on RegE cases and take a decision of cases within regulatory guidance
  • I presently part of the CORE leadership team for ALIDOS and I oversee and creating event, share information to all PayPal employees through our ALIADOS website
  • Certified as Mentor through the Mentoring Program
  • Constantly volunteer to mentor teammates and new hires and help them to improve their stats
  • I have helped many teammates review cases, collaborated with them to research information, and come up with an action to resolve chargeback cases.
  • I participated as a trainer and mentor for new hires for IDO and upskilled IDO agents in Chennai, Bengaluru, Mexico, and North America.
  • Developed personalized plans to meet clients' specific needs and goals.
  • Followed established procedures for processing returns, exchanges, refunds while maintaining high levels of accuracy.
  • Responded promptly to customer service inquiries from diverse groups of individuals.

Agent

PayPal Debit Card
03.2010 - 02.2013
  • Assist customers via email or phone to resolve inquiries related to their PayPal Debit card disputes, refunds, denials, report card lost stolen, Fully understand FDR functionalities, filing disputes and assist the chargeback team when a translation in Spanish is are required to complete an investigation on a chargeback dispute
  • Currently working with Compass cases and Attack cases for the PayPal Debit MasterCard Chargeback flow

Collections Payments Ops

PayPal Omaha
10.2009 - 03.2010
  • Bilingual phone agent, answer phone calls related to outstanding balances
  • Assist with recovery access to account when customer have resolve disputes or charge backs on their accounts
  • Escalate calls to PayPal Debit Card when needed to open a Chargeback investigation

Consumer Solution Spanish Agent/ Senior Agent Escalation

PayPal
01.2007 - 12.2007
  • Answer all Global Service escalations and consulting related phone calls and emails daily, assist with service items and Attack faxes, including lifting limitations and complete processes in connection with general inquiries, bank and/or card processing, or risk and fraud inquiries
  • Basic training and application of Chargeback
  • Translate phone calls, emails, Kana templates, mailed documents, and any other documentation or oral media as skill appropriate
  • Assist US and Non-US Top Buyer customers with concerns regarding the resolution of problems and activities of their accounts to prevent monetary losses as they relate to product functionality
  • Maintain acceptable level of teamwork by incorporating a positive attitude, being supportive in words and actions, embodying the core values of eBay / PayPal, and staying involved in mentoring existing and new team members

Administrative Coordinator

Omnium Worldwide Inc.
01.2002 - 12.2007
  • Responsible for assisting financial services in the areas of credit card transactions, fraud investigations, account payments via ACH, and charge back applications
  • Reply to client inquiries via telephone, email or fax in an efficient and timely fashion

Assistant Cashier

Omnium Worldwide Inc.
01.1999 - 12.2002
  • Handled all payments related to collection accounts
  • Prepared reports of cash received, processed NSF checks, and verified amounts to reconcile and balance recovered funds
  • Sent notification of post dated checks, supplied clients with continuous updates, and arranged for direct wire transfers

Collections Representative

Omnium Worldwide Inc.
01.1998 - 12.1999
  • Established communication with consumers regarding their delinquent accounts and negotiated a suitable payment plan or settlement
  • Complied with company policies and procedures including all federal and state laws
  • Maintained a high level of confidentiality and professionalism while meeting productivity goals

Customer Service Representative

Oriental Trading Co.
01.1995 - 12.1999
  • Answered inbound calls and assisted customers with catalog purchases
  • Responded to customers seeking resolutions to disputes, complaints, and discrepancies
  • Entered mail orders into a PC ensuring accuracy and procuring an expedient and reliable service

Site Manager

Dial Equities Inc.
01.1992 - 12.1998
  • Rented apartment units, prepared advertising, showed the property and reviewed leasing applications
  • Received rents and deposits, wrote receipts, served late notices
  • Performed tenant credit checks, addressed tenant’s requests and scheduled property maintenance

Accounting Support

Sears Roebuck & Co.
01.1982 - 12.1989
  • Responsible for handling the general accounting and completion of financial reports
  • Generated and interpreted monthly, quarterly and annual financial statements
  • Supported a team of sales agents in various departments, greeted and directed customers to areas of interest, assisted management with promotions and inventories

Education

Bachelor of Architecture -

Universidad Autonoma Metropolitana
Mexico City, Mexico

High School Graduate -

La Salle Bulevares
Mexico City, Mexico

English as Second Language (ESL) -

Metropolitan Community College

Excel Levels I, II, and III -

Nebraska Business Development Center

Skills

  • Talent acquisition
  • Customer rapport building
  • Performance analysis
  • Financial acumen
  • Product and service sales
  • Innovation management
  • Succession planning
  • Coaching and mentoring
  • Career growth strategy development
  • Customer complaint resolution
  • Clear communication
  • Strong communication
  • Critical thinking

Languages

Spanish, Fluent, accurate and refined.

Languages

Spanish
Native/ Bilingual

Timeline

Senior Agent Internship for 2024

PayPal
07.2024 - Current

Spanish Liaison

Millard Public Schools
02.2015 - Current

Agent

PayPal Debit Card
03.2010 - 02.2013

Collections Payments Ops

PayPal Omaha
10.2009 - 03.2010

PayPal Debit Card Chargeback agent

PayPal INC.
02.2007 - Current

Consumer Solution Spanish Agent/ Senior Agent Escalation

PayPal
01.2007 - 12.2007

Administrative Coordinator

Omnium Worldwide Inc.
01.2002 - 12.2007

Assistant Cashier

Omnium Worldwide Inc.
01.1999 - 12.2002

Collections Representative

Omnium Worldwide Inc.
01.1998 - 12.1999

Customer Service Representative

Oriental Trading Co.
01.1995 - 12.1999

Site Manager

Dial Equities Inc.
01.1992 - 12.1998

Accounting Support

Sears Roebuck & Co.
01.1982 - 12.1989

Bachelor of Architecture -

Universidad Autonoma Metropolitana

High School Graduate -

La Salle Bulevares

English as Second Language (ESL) -

Metropolitan Community College

Excel Levels I, II, and III -

Nebraska Business Development Center
Fabiola Reyes