Joanna Aguirre
San Antonio
Summary
Dynamic professional with extensive experience at JPMorgan Chase & Co., excelling in fraud prevention and customer satisfaction. Proven ability in problem-solving and decision-making, effectively managing high call volumes while enhancing service quality. Adept at utilizing technology to streamline processes, ensuring accuracy and efficiency in financial transactions.
Overview
14
14
years of professional experience
Work History
Emergency Money Movement
JPMorgan Chase & Co.
San Antonio
01.2025 - Current
- Facilitated wire, ACH, and Zelle transactions for customers.
- Restored access to online profiles for locked-out customers.
- Conducted scam inquiries to verify transaction integrity and prevent fraud.
- Resolved customer issues promptly, promoting satisfaction through expert service.
- Organized and prioritized tasks to achieve service objectives efficiently.
- Assisted with customer requests and answered questions to improve satisfaction.
Bilingual Fraud Specialist
JPMorgan Chase & Co.
San Antonio
03.2024 - 12.2024
- Filed claims for unauthorized charges and assisted customers with fraud issues.
- Issued new debit cards upon detection of fraudulent activity on accounts.
- Placed accounts on fraud status to prevent further unauthorized transactions.
- Provided transaction details to cardholders for recognizing legitimate purchases.
- Managed approximately 30 incoming calls daily from customers seeking assistance.
Quality Assurance Analyst
TaskUs
San Antonio
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
San Antonio
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
San Antonio
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
San Antonio
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
San Antonio
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
San Antonio, TX05.2014
Skills
- Self-motivation
- Decision making
- Multitasking
- Collaboration
- Attention to detail
- Problem solving
- Communication skills
- Time management
- Computer proficiency
Languages
- English
- Spanish
Timeline
Emergency Money Movement
JPMorgan Chase & Co.
01.2025 - Current
Bilingual Fraud Specialist
JPMorgan Chase & Co.
03.2024 - 12.2024
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