Joshua Perez
San Marcos,TX
Summary
Driven and goal-oriented. Skilled in multiple job roles from the food service industry, physical intensive labor, and customer service. Constantly evolving and learning new job titles along with mastering them in short periods of time.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Technical Support Representative
Auctane
Austin, TX
08.2023 - Current
- Provided technical assistance to customers through phone, email and chat support.
- Troubleshot customer inquiries related to software and hardware issues.
- Resolved escalated customer service issues in a timely manner.
- Assisted customers with installation of new hardware and software applications.
- Diagnosed system errors and implemented solutions to resolve them.
- Maintained detailed records of customer interactions and transactions.
- Identified potential areas for improvement in existing products or services.
- Monitored customer feedback to ensure high levels of satisfaction.
- Recommended upgrades or additional features that could enhance user experience.
- Utilized remote access tools to connect remotely with customers' systems when necessary.
Fraud Specialist
JPMorgan Chase
San Antonio, TX
07.2023 - 08.2023
- Investigated and analyzed complex financial transactions for evidence of fraud.
- Performed data analysis to identify patterns or trends indicative of potential fraudulent activity.
- Reviewed customer accounts, documents and electronic records to detect suspicious activities.
- Prepared detailed reports on investigations into suspected fraudulent activities.
- Monitored suspicious transactions in order to detect any irregularities or discrepancies.
- Developed strategies and procedures to prevent, detect and investigate potential fraud incidents.
- Conducted interviews with customers, employees and witnesses related to fraud cases.
Fraud Investigator
TaskUs
New Braunfels, TX
04.2023 - 05.2023
- Examined financial statements, written documents and audio files that could be used as evidence for fraud cases.
- Determined existing fraud trends by analyzing accounts and transaction patterns.
- Connected patterns for underlying account associations to discover undetected fraud.
- Made recommendations for closing accounts and performed associated follow-up.
- Worked on cases that involved anti-money laundering procedures and account clearing house fraud on certain accounts.
- Responsible for conducting thorough reviews for over 70 cases weekly on possible fraudulent accounts.
- Analyzed and reviewed confidential and highly sensitive investigative material concerning various parties.
- Documented investigative findings in reports.
Fraud Support Analyst
TaskUs
New Braunfels, TX
12.2021 - 04.2023
- Conducted reviews of flagged transactions and reports that showed potential suspicious activity.
- Communicated with customers and company personnel, utilizing active listening and interpersonal skills.
- Took inbound and outbound calls going over customer's fraudulent activity on their accounts.
- Analyzed and reviewed confidential and highly sensitive investigative material concerning various parties.
- Input information regarding fraud investigations into detailed reports for submission to clients.
- Participated in group discussions with team members to develop new ways to combat fraud.
- Connected patterns for underlying account associations to discover undetected fraud.
- Held a title as a Subject Matter Expert (SME) to assist with other coworkers working their cases.
Customer Service Representative
TaskUs
New Braunfels, TX
08.2021 - 12.2021
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Set up and activated customer accounts.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Made outbound calls to obtain account information.
Product Technician
Aaron's Sales and Lease
San Marcos, TX
12.2020 - 08.2021
- Kept production logs and maintained job material inventory.
- Maintained clean, safe working environment by removing debris from job site prior to shift completion.
- Performed demanding physical work over extended periods and modeled positive attitude.
- Loaded materials and tools into vehicles and unloaded upon arrival at jobsites including securing product safely during transport.
- Displayed high standards for quality workmanship and routinely double-checked work.
- Demonstrated safe driving by observing road rules, exercising caution in unfamiliar areas and maintaining vehicle control.
- Inspected damaged furniture to assess extent and determine optimal repair or restoration strategies.
- Assisted with customer requests and answered questions to improve satisfaction.
- Planned and completed group projects, working smoothly with others.
- Demonstrated leadership by making improvements to work processes and helping to train others.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Assembled large volumes of furniture to keep up with demand.
- Maintained clean and organized workspace with tools necessary for quick assembly.
- Lifted up to 100 pounds and used team-lifting techniques and straps for heavier furniture.
- Protected team members from injury and materials from damage by following strict safety practices.
- Assembled and completed products according to production schedules.
Warehouse Associate (Seasonal)
Go! Retail
New Braunfels, TX
10.2020 - 12.2020
- Packed and labeled merchandise to prepare for loading and shipment to customers.
- Moved boxes, containers and pallets with special-purpose equipment to meet demanding production targets.
- Picked and prepared numerous daily shipments in controlled atmosphere warehouse environment.
- Used pallet jacks to move items to and from warehouse locations.
- Kept shelves, workstations and pallet areas neat and tidy to maintain safe work environment.
- Assisted coworkers with special projects to learn new tasks while gaining additional responsibilities.
- Received deliveries, scanned packages and updated orders in internal database.
- Examined packages and goods for damage and notified vendors of replacement needs.
- Stored items in orderly and accessible manner in warehouse tool rooms, supply rooms, or other areas.
- Updated inventory and production information using warehouse management systems and scanner guns.
Head Chef
Plow Burger LLC
Austin, TX
12.2019 - 10.2020
- Organized the kitchen in regards to food storage and utensil placement.
- Monitored quality, presentation and quantities of plated food across line.
- Planned and prepared food product orders to maintain appropriate stock levels.
- Trained kitchen workers on culinary techniques.
- Planned kitchen staff schedules to maximize coverage and encourage collaboration.
- Assessed inventory levels and placed orders to replenish goods before supplies depleted.
- Experimented with various ingredients and cooking techniques to develop new and flavorful dishes for customers.
- Helped management stay on top of supply needs by sharing information about low or spoiled inventory.
- Distributed food to service staff for prompt delivery to customers.
- Observed food safety and sanitation protocols to reduce germ spread.
- Took orders from customers.
Head Chef
Buzzmill
San Marcos, TX
09.2017 - 12.2019
- Monitored kitchen area and staff to maintain overall safety and establish proper food handling techniques.
- Monitored quality, presentation and quantities of plated food across line.
- Planned and prepared food product orders to maintain appropriate stock levels.
- Trained kitchen workers on culinary techniques.
- Experimented with various ingredients and cooking techniques to develop new and flavorful dishes for customers.
- Planned kitchen staff schedules to maximize coverage and encourage collaboration.
- Assessed inventory levels and placed orders to replenish goods before supplies depleted.
- Streamlined kitchen processes to shorten wait times and serve additional guests.
- Cleaned and sanitized kitchen equipment, utensils and work stations.
- Checked quality of food products to meet high standards.
- Oversaw inventory and ordered ingredients to restock freezers, fridges and pantry.
Cook Shift Leader
Wendy's
San Marcos, TX
12.2013 - 09.2017
- Served as lead cook, guiding and assisting training of less experienced cooks.
- Cleaned and sanitized work stations and equipment, complying with regulatory procedures.
- Kept kitchen, cooking utensils and storeroom clean and neat.
- Cut, chopped and sliced meat and produce to prepare for cooking.
- Communicated with kitchen employees, answered questions and offered insight into food preparations.
- Followed "first in, first out" rule with every food and beverage item, tossing outdated and expired food products.
- Checked freezer and refrigerator each day to verify proper functioning.
- Trained kitchen workers on culinary techniques.
- Memorized new menu items and ingredients quickly to help customers select items meeting needs and preferences.
- Operated kitchen equipment in alignment with OSHA protocols and manufacturer instructions.
- Took customer's orders.
- Assisted with training new cashiers and customer service team members to increase speed of onboarding.
- Resolved and balanced cash drawers at end of shifts to generate accurate reports for cash registers.
Worker Organizer
SEIU National Benefit Fund
Austin, TX
05.2016 - 07.2017
- Investigated employee grievances and recommended appropriate actions based on collective bargaining terms.
- Interpreted contractual agreements for employers and employees to support collective bargaining and labor relations processes.
- Negotiated collective bargaining agreements on behalf of companies.
- Mediated or arbitrated discussions between parties in cases of labor disputes.
- Taught frontline leadership to improve labor and management interactions, reducing grievances and arbitration needs.
- Gathered information and statistics for economic and labor-related proposals.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Planned and completed group projects, working smoothly with others.
- Demonstrated leadership by making improvements to work processes and helping to train others.
Cook
Chartwells Schools Dining Services
San Marcos, TX
08.2011 - 05.2012
- Assisted head chef by chopping and preparing cooking ingredients.
- Prepared food for service based on daily specials and chef's needs.
- Washed preparation utensils, tools and machinery by hand or industrial dishwasher.
- Verified freshness of food and ingredients by checking for quality, keeping track of old and new items and rotating stock.
- Prepared salads, soups and sandwiches according to customer's orders or supervisor's instructions and approved procedures.
- Grilled and deep fried various foods from meats to potatoes.
- Weighed, measured and mixed ingredients according to recipes or personal judgment.
- Monitored work areas, serving lines and eating areas to verify safe food preparation and service environment.
- Stored food in designated containers and storage areas to prevent spoilage.
- Regulated oven, broiler and roaster operations for cooking at correct temperatures.
Intern
SOUTHWESTERN ADVANTAGE COMPANY
San Marcos, TX
05.2010 - 07.2010
- Engaged customers in friendly, professional dialogue to determine needs.
- Helped customers find specific products, answered questions and offered product advice.
- Collected payments and provided accurate change.
- Worked with fellow sales team members to achieve group targets.
- Developed trusting relationships with customers by making personal connections.
- Assessed customer needs to provide assistance and information on product features.
- Answered product questions with up-to-date knowledge of sales and promotions.
- Built and maintained relationships with peers and upper management to drive team success.
- Sold various products by explaining unique features and educating customers on proper application or usage.
Education
High School Diploma -
W.B. Ray High School
Corpus Christi, TX06.2009
Some College (No Degree) - Public Administration
Texas State University
San Marcos, TXSkills
- Decision-making
- Communication
- Telephone and email etiquette
- Risk level determination
- Fraud patterns
- Verbal and written communication
- Fraud and anomaly analysis
- Teambuilding
- Quality control
- Customer relations
- High-energy attitude
- Inbound and Outbound Calling
- Knowledge of kitchen tools
- Resource management
- Inventory rotation
- Culinary expertise
- Regulatory compliance
- Material handling
- Inventory organization
- Warehouse operations
Certification
- Licensed Food Handler
Timeline
Technical Support Representative
Auctane
08.2023 - Current
Fraud Specialist
JPMorgan Chase
07.2023 - 08.2023
Fraud Investigator
TaskUs
04.2023 - 05.2023
Fraud Support Analyst
TaskUs
12.2021 - 04.2023
Customer Service Representative
TaskUs
08.2021 - 12.2021
Product Technician
Aaron's Sales and Lease
12.2020 - 08.2021
Warehouse Associate (Seasonal)
Go! Retail
10.2020 - 12.2020
Head Chef
Plow Burger LLC
12.2019 - 10.2020
Head Chef
Buzzmill
09.2017 - 12.2019
Worker Organizer
SEIU National Benefit Fund
05.2016 - 07.2017
Cook Shift Leader
Wendy's
12.2013 - 09.2017
Cook
Chartwells Schools Dining Services
08.2011 - 05.2012
Intern
SOUTHWESTERN ADVANTAGE COMPANY
05.2010 - 07.2010
High School Diploma -
W.B. Ray High School
Some College (No Degree) - Public Administration
Texas State University
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