Gary J. De Alba Pagan
Chicago,USA
Summary
Bilingual in English and Spanish, possessing exceptional written and verbal communication skills. Strong focus on organization and attention to detail. Resourceful, dedicated, and responsible. Performance-driven and results-oriented, thriving in fast-paced team environments. Excel at handling tasks under high-pressure situations and consistently delivering impactful outcomes. Experienced with fraud detection and prevention techniques to safeguard financial assets. Utilizes data analysis and investigative skills to identify patterns and prevent fraudulent activities. Strong understanding of risk management and regulatory compliance. Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
9
9
years of professional experience
Work History
Senior Fraud Analyst
Vivid Seats LLC
Chicago
12.2019 - 06.2025
- Bilingual Member of the Verification Team
- Implemented robust verification processes, decreasing incidence of identity theft-related fraud.
- Managed various tools to gather, analyze, and interpret data from several sources including transactions, authorizations, and financial data
- Liaise with financial institutions to validate online purchases and determined effective ways to resolve disputes and chargebacks
- Reviewed Chargebacks responses to maintain internal platform updated and handle FanSellers accounts for review
- Assisted customer service agents and other departments within the company, with questions regarding potentially fraudulent orders or any verification notes on orders
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Produced detailed reports of fraud investigations and presented findings to senior management.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Tracked fraud cases and monitored trends to develop strategies for prevention.
- Performed risk assessments to determine level of fraud risk and prioritize investigations.
- Streamlined communication channels between internal departments, enabling swift action to be taken in response to potential fraud risks.
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
- Increased accuracy in identifying fraudulent transactions by utilizing advanced data analytics techniques and software tools.
Senior Customer Support Specialist-CS3
Vivid Seats LLC
07.2019 - 11.2019
- Bilingual Customer Service Level 3 Agent, Member of the Escalation Team within Customer Care
- Assisted customers via inbound/outbound calls regarding their event ticket orders
- Helped customers with troubleshooting ticket transfers and other general ticket inquiries
- Liaised with different departments to resolve customer inquiries and issues
- Set up corresponding investigation protocol for the Quality Control Investigation team based on customers inquiry and order breakdown
- Kept detailed records within customer accounts for use by other team members
Study Training Associate
Medical Research Network Inc.
11.2018 - 02.2019
- Shared, monitored, and managed the training for nurses in preparation for in-home clinical trial visits
- Managed high volume of email communication between the nursing team and project management team
- Database user verification for allocation of corresponding training material
- Tracked the progress of nurses within various Excel sheets to be able to report back to the different stake holders
- Created daily & weekly reports for progress updates on the nurses’ training
- Monitored the progress of nurses through the training requirements
- Served as a liaison between the nurses and the project team
- Created and shared certificates of completion to nurses
- GCP trained and SOP/SMART provider for nurses
- Managed service desk and performed other general office duties
Bilingual Call Center Agent (Spanish-English)-CSR
Illinois Department of Financial and Professional Regulations (IDFPR) Call Center
08.2018 - 11.2018
- Company Overview: The Chicago Lighthouse
- Customer Service agent assisting callers with their professional and business work licenses in the State of Illinois
- Provided guidance to the callers in the process of acquiring or renewing their various licenses
- Detailed explanation about the steps required to start the process for licensure and renewals
- Provided status updates on new applications for licenses submitted to the state and renewals
- Online service portal assistance for licensure procedure
- Serviced all Spanish speaking callers irrespective of the license/procedure requirement and aided callers regardless of the professional queue
- The Chicago Lighthouse
Retail Sales Consultant
Custom Communication Inc.
02.2016 - 12.2017
- Company Overview: an AT&T Authorized Retailer
- Greeted customers professionally and built rapport to handle their inquiries accordingly
- Performed troubleshooting for mobile type of equipment and services demonstrations
- Managed service desk and phone calls, organized store, contacted other locations to verify equipment stock and carefully observed the compliance of the store
- Briefing of products and services to create quotes for customers and businesses
- Learned and managed local service platforms for transactions and completion of online training
- An AT&T Authorized Retailer
Education
B.A. - English Linguistics and Communication
Universidad De Puerto Rico, Recinto De Rio Piedras
San Juan, PR01-2021
School of Medicine -
Universidad Autónoma de Guadalajara
Guadalajara, JAL01.2011
Pre-Medicine Studies -
Universidad de Puerto Rico, Recinto de Rio Piedras
San Juan, PR01.2008
Skills
- Transaction monitoring/analysis
- AML compliance
- Effective communication
- Case management
- Call management
- Dispute resolution
- Activity monitoring
- Fraud detection
- Risk level determination
- Proficient in Accertify, LexisNexis, FreshDesk, Emailage, Sertifi, Ekata, TeleSign, Braintree
Languages
Spanish
Native or Bilingual
Timeline
Senior Fraud Analyst
Vivid Seats LLC
12.2019 - 06.2025
Senior Customer Support Specialist-CS3
Vivid Seats LLC
07.2019 - 11.2019
Study Training Associate
Medical Research Network Inc.
11.2018 - 02.2019
Bilingual Call Center Agent (Spanish-English)-CSR
Illinois Department of Financial and Professional Regulations (IDFPR) Call Center
08.2018 - 11.2018
Retail Sales Consultant
Custom Communication Inc.
02.2016 - 12.2017
School of Medicine -
Universidad Autónoma de Guadalajara
Pre-Medicine Studies -
Universidad de Puerto Rico, Recinto de Rio Piedras
B.A. - English Linguistics and Communication
Universidad De Puerto Rico, Recinto De Rio Piedras