Ivan Cruz
Bronx, New York,NY
Summary
Driven Senior Fraud Analyst known for unparalleled productivity and efficiency in task completion. Specialize in data analysis, behavioral pattern recognition, and fraud detection strategies to identify and mitigate fraudulent activities. Excel in critical thinking, problem-solving, and communication, ensuring seamless collaboration with team members to safeguard company assets and customer information.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Senior Fraud Analyst
Banco Popular Dominicano
Santo Domingo
04.2009 - 04.2022
- Analyzed and investigated suspicious activity reports to identify potential fraud cases.
- Developed and implemented strategies for detecting, preventing, and responding to fraud incidents.
- Monitored customer accounts for any unusual or suspicious activities.
- Reviewed transaction patterns to detect fraudulent activities across multiple channels.
- Conducted data analysis using various software tools such as SAS, SQL, and Excel.
- Provided detailed recommendations on how to prevent future frauds in a timely manner.
- Assisted in the development of training materials related to fraud prevention techniques.
- Collaborated with internal teams such as legal, compliance, operations and IT departments to ensure effective fraud management processes are in place.
Customer Service Analyst
Amnilife
Santo Domingo
04.2006 - 03.2009
- Provided customer support to clients via phone, email and live chat.
- Analyzed customer inquiries and complaints in order to provide accurate solutions.
- Resolved technical issues in a timely manner while maintaining customer satisfaction.
- Maintained up-to-date records of customer interactions and transactions.
- Created detailed reports regarding customer service activities and performance metrics.
- Assisted customers with product selection, ordering, billing, payments and returns.
- Developed strategies for improving customer service processes and procedures.
- Conducted quality control checks on all customer service operations.
- Investigated complex problems reported by customers and identified solutions.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
Customer Service Trainer
Banco Popular Dominicano
Santo Domingo
03.2004 - 04.2007
- Developed and implemented customer service training plans and objectives.
- Conducted assessments of team members to identify areas for improvement in customer service skills.
- Provided guidance and feedback to employees on how to improve their customer service skills.
- Created standardized policies, procedures, and guidelines for customer service representatives.
- Facilitated group discussions with customers regarding their experience with the company's services.
- Organized role-playing activities and simulations to demonstrate effective problem-solving techniques when dealing with customers.
- Manage and approve the authorization of sensitive transactions.
Education
Bachelor of Science - Marketing
Universidad Autónoma De Santo Domingo
Santo Domingo, Dominican Republic08-2018
Skills
- Investigative techniques
- Banking operations
- Fraud prevention
- Effective Communication
- Transaction analysis
- Data Analysis
- Ethical standards
- Service delivery support
Languages
Spanish
Native/ Bilingual
Certification
- Monitor plus
- Panagom
- TansUnion
Timeline
Senior Fraud Analyst
Banco Popular Dominicano
04.2009 - 04.2022
Customer Service Analyst
Amnilife
04.2006 - 03.2009
Customer Service Trainer
Banco Popular Dominicano
03.2004 - 04.2007
Bachelor of Science - Marketing
Universidad Autónoma De Santo Domingo
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