Heavenly Guzman
Davenport,FL
Summary
Highly experienced Fraud specialist skilled in identifying and mitigating risk of fraud. Demonstrated success in implementing effective strategies to safeguard confidential data and protect the financial interests of organizations.
Overview
6
6
years of professional experience
Work History
Senior Resolution Coordinator
Walmart Inc.
Orlando, FL
03.2023 - Current
- Took inbound contacts and reviewed customers' accounts for abuse.
- Applied specialized tools to perform investigative measures.
- Reviewed customer accounts for suspicious activity and fraudulent transactions.
- Identified fraud trends through detailed analysis of transaction data.
Customer Care Specialist
Tata Consultancy Services
Tampa, FL
11.2021 - 09.2022
- Cultivated productive partnerships with clients.
- Established sustainable client sources for future growth.
- Generated lists of potential clients.
Customer Service Representative
FEMA
Tampa, FL
08.2021 - 11.2021
- Temporary remote position, helping disaster victims fill out, complete, and give updated information on relief applications.
- Followed all federal guidelines and trained in safeguarding federal information.
- Conducted damage assessments in impacted areas following a natural disaster.
- Maintained accurate records and documented client data in company databases.
Customer Service Representative
Spectrum
Cheektowaga, NY
06.2019 - 05.2021
- Provided technical support to enhance customer experience.
- Assisted in self-installation, billing, and account setup.
- Configured, monitored, and troubleshot wireless LANs and access points.
Customer Service Representative/Sales Associate
Convergys
Tampa, Florida
06.2018 - 05.2019
- Customer service and sales support for Spectrum cable service.
- Provided technical support to customers with questions about website navigation, product selection and payment processing.
- Assisted customers with placing orders online using various payment methods including credit cards and PayPal accounts.
Education
High School Diploma -
Riverside High School
Buffalo, NY07.2010
Skills
- De-Escalation Techniques
- Adaptability and Flexibility
- Decision-Making
- Telephone and email etiquette
- Account information review
- Fraud patterns
- Transaction review
- Dispute Resolution
- Call Management
Timeline
Senior Resolution Coordinator
Walmart Inc.
03.2023 - Current
Customer Care Specialist
Tata Consultancy Services
11.2021 - 09.2022
Customer Service Representative
FEMA
08.2021 - 11.2021
Customer Service Representative
Spectrum
06.2019 - 05.2021
Customer Service Representative/Sales Associate
Convergys
06.2018 - 05.2019
High School Diploma -
Riverside High School
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