Hilda Manzo
Phoenix,AZ
Summary
Personable and dedicated Customer Service Representative with extensive experience in fast paced industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
39
39
years of professional experience
Work History
Senior Business Support Specialist
First Citizens Bank
Phoenix, AZ
07.2022 - Current
- Performed data entry tasks, handling sensitive information with accuracy and confidentiality.
- Managed incoming emails and phone calls from customers seeking assistance with accounts.
- Responded promptly to customer complaints regarding products and services received to ensure satisfaction was achieved.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Perform process troubleshooting for both internal and external parties.
- Develop and maintain relationships with customers associates and vendors to achieve business goals and streamline service experience.
Fraud and Risk Analyst
American Express
Phoenix, AZ
02.1985 - 03.2021
- Analyzed and monitored customer accounts for suspicious or fraudulent activity.
- Investigated and reported on potential fraud cases.
- Developed risk mitigation strategies to reduce the likelihood of future fraud incidents.
- Assisted in developing policies, procedures, and protocols to prevent fraud and protect company assets.
- Identified areas of risk exposure and implemented controls to minimize losses due to fraud.
- Provided technical support in the investigation of suspected fraudulent transactions.
- Analyzed data from multiple sources such as credit card companies, banks, and payment processors for suspicious activity.
- Participated in training sessions regarding best practices for detecting, preventing, and investigating fraud.
- Served as primary contact for fraud claim inquiries.
Education
High School Diploma -
North High School
Phoenix, AZ05.1980
Skills
- Trained in Excel, Word
- Critical Thinking
- Verbal and Written Communication
- Microsoft Office
- Working Collaboratively
- Training & Development
- People Skills
- Computer Skills
- Customer Service
- Organizational Skills
- Friendly, Positive Attitude
- Team Building
Timeline
Senior Business Support Specialist
First Citizens Bank
07.2022 - Current
Fraud and Risk Analyst
American Express
02.1985 - 03.2021
High School Diploma -
North High School
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