Open To Work
Jessica Ramirez
San Antonio,TX
Work Preference
Job Search Status
Open to workDesired start date: 2 weeks notice
Desired Job Title
Fraud AnalystManagement TraineeBanking Customer Service RepresentativeDispute AnalystTechnical Support RepresentativeWork Type
Full TimeLocation Preference
RemoteOn-SiteHybridLocation: San Antonio, TX, Texas
Open to relocation: No
Salary Range
$20/hr - $30/hrImportant To Me
Career advancementPersonal development programsWork from home optionPaid time offPaid sick leaveStock Options / Equity / Profit Sharing4-day work weekHealthcare benefitsSummary
I am a Client Service Specialist with 16 years of experience, specializing in operations, workforce management, finance, fraud/disputes , and customer service etiquette. Equipped with strong communication skills, bilingual capabilities, a college degree, and lifetime certification.
Overview
16
16
years of professional experience
Work History
Fraud Analyst, Disputes
Concentrix
Laredo, TX
08.2024 - 12.2025
- Analyzed transaction patterns to identify potential fraudulent activities and ensure compliance.
- Conducted thorough investigations of suspicious cases, collaborating with cross-functional teams for resolutions.
- Developed and implemented fraud detection strategies, improving accuracy in identifying high-risk transactions.
- Mentored junior analysts on best practices for fraud investigation and case management processes.
Driver
Uber
San Antonio, US
01.2021 - 08.2024
- Operated motor vehicle according to safety guidelines.
- Transport people and deliver food items and packages,
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
Supervisor
Conduent Business Services
San Antonio, Texas
01.2018 - 01.2021
- Managed escalated government payment inquiries, ensuring prompt resolution
- Oversaw fraud detection and dispute resolution for debit card transactions
- Supervised daily call center operations, both on-site and remotely
- Provided expert guidance on SSI, Disability, VA, Child Support, Unemployment, TANF, and EBT payments
- Contributed to team efficiency by handling complex issues and providing clear solutions
- Analyzed complex payment issues for various government programs, ensuring accurate dispute resolution
- Collaborated across departments to improve the efficiency of government payment inquiries and disputes handling
Supervisor
Sears Holdings Corporation
San Antonio, Texas
01.2015 - 01.2018
- Supervised and optimized dialer operations across multiple call centers for Sears Holdings Corporation
- Achieved key performance targets by effectively monitoring and adjusting call center operations
- Produced impactful daily and hourly performance reports, contributing to the overall efficiency of operations
- Provided critical feedback and coaching to agents, for continuous improvement and goal achievement
- Optimized call center efficiency by strategically managing agent schedules and dialer settings.
Technical Advisor, Escalations and Resolutions
VOLT
San Antonio, Texas
08.2012 - 12.2015
- Responsibilities were supervisor level technical support for Apple products in a call center setting
- Assisted Tier 1 level Agents, Offered and sold insurance plans, handled complex technical issues
- Maintained metric goals and performance
- Mentored Tier 1 agents, enhancing their technical skills and customer service capabilities
- Maintained high performance standards, consistently achieving and surpassing set metric goals
Customer Service Specialist
Convergys Inc.
Laredo, Texas
03.2010 - 05.2012
- Technical and Sales support for multiple departments for Comcast cable, internet, and telephone service in a call center setting
- Ensured high-quality Comcast service by meticulously resolving technical and sales queries
- Provided empathetic and efficient technical and sales support, enhancing Comcast customer loyalty
Education
Lifetime Certification - Customer Service Specialist
12.2017
Graduated with honors. Certified Lifetime Certification never expires.
Associate of Science - Psychology
06.2012
Major in Psychology with letters of recommendation.
Skills
Management
Finance
Workforce Management and Operations (Expert)
Lexus Nexus (Expert)
Avaya (Expert)
IEX (Expert)
Excel (Expert)
Communication Skills (Expert)
Bilingual (Experienced)
College Degree
Certified Lifetime Professional
Operations Management
Training and mentoring
Languages
English
Native Speaker
Spanish
Timeline
Fraud Analyst, Disputes - Concentrix
08.2024 - 12.2025
Driver - Uber
01.2021 - 08.2024
Supervisor - Conduent Business Services
01.2018 - 01.2021
Supervisor - Sears Holdings Corporation
01.2015 - 01.2018
Technical Advisor, Escalations and Resolutions - VOLT
08.2012 - 12.2015
Customer Service Specialist - Convergys Inc.
03.2010 - 05.2012
Electronics Technicians Association - Lifetime Certification, Customer Service Specialist
Laredo Community College - Associate of Science, Psychology