Summary
Overview
Work History
Education
Skills
Timeline
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Joanna Aguirre

Customer Service Analyst

Summary

Personable and organized individual with keen attention to detail and positive attitude. Strong analytical abilities and meticulous approach to data management. Eager to learn and grow in data-focused environment. Foundational understanding of database systems and data entry best practices. Ready to utilize and further develop data entry and management skills in field of Data Entry.

Overview

13
13
years of professional experience
2015
2015
years of post-secondary education
2
2
Languages

Work History

Bilingual Fraud Specialist

JPMorgan Chase & Co.
03.2024 - 02.2025
  • Filed claims for unauthorized charges and assisted customers with fraud-related issues
  • Issued new debit cards when fraud was detected on customer accounts
  • Placed accounts on fraud status to prevent further unauthorized transactions
  • Provided cardholders with transaction details to help recognize legitimate purchases
  • Improved customer trust by promptly addressing and resolving reported instances of fraud.
  • Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.

Quality Assurance Analyst

TaskUs
04.2018 - 01.2024
  • Addressed client feedback and resolved outstanding concerns to enhance satisfaction ratings
  • Investigated and resolved customer issues using multiple resources and tools such as Zendesk.
  • Compiled and analyzed data to identify trends and improve resolution strategies using Excel.
  • Provided advanced project support with strong documentation and reporting skills
  • Mentored and coached team members on QA topics and strategies.
  • Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
  • Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
  • Reported progress, test metrics and results to project stakeholders.
  • Enhanced team collaboration, sharing best practices and insights that led to refinement of testing protocols.
  • Reduced number of customer-reported issues by establishing preemptive testing strategy that targeted common failure points.

Customer Service Representative

CVS Caremark
06.2016 - 06.2017
  • Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
  • Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
  • Assisted members with ordering medications, updating personal information, and issuing new ID cards
  • Processed payment via telephone and in person with focus on accuracy and efficiency.
  • Utilized various software programs to process customer payments.

Juvenile Detention Officer

Bexar County
01.2016 - 06.2016
  • Supervised and transported juveniles to educational and medical appointments
  • Applied non-violent intervention techniques and monitored inmate behavior
  • Completed detailed reports on daily activities and juvenile progress

Guest Service Agent

PearTree Inn
12.2014 - 12.2015
  • Managed guest check-in and check-out procedures, reservations, and payments
  • Resolved guest issues promptly, ensuring a high level of customer satisfaction
  • Handled complaints and provided effective solutions to enhance guest experiences

Loss Prevention Security Officer

Ross Dress for Less
11.2011 - 12.2014
  • Monitored and supervised customer activity to prevent theft and reduce losses
  • Documented evidence of attempted theft and collaborated with management
  • Responded calmly and efficiently to emergency conditions and security threats

Education

Bachelor of Arts - Criminal Justice

The University of Texas at San Antonio

Skills

Computer Proficiency

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Timeline

Bilingual Fraud Specialist

JPMorgan Chase & Co.
03.2024 - 02.2025

Quality Assurance Analyst

TaskUs
04.2018 - 01.2024

Customer Service Representative

CVS Caremark
06.2016 - 06.2017

Juvenile Detention Officer

Bexar County
01.2016 - 06.2016

Guest Service Agent

PearTree Inn
12.2014 - 12.2015

Loss Prevention Security Officer

Ross Dress for Less
11.2011 - 12.2014

Bachelor of Arts - Criminal Justice

The University of Texas at San Antonio

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Joanna AguirreCustomer Service Analyst