Juan Montalvan
Miami,FL
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
19
19
years of professional experience
Work History
Visa Online Associate
Visa Inc.
01.2023 - Current
- Provide Technical consultation to Visa clients and Visa staff.
- Manage cases via OneCRM / Dynamics application.
- Process AskNow/ Service Request tickets for Visa staff requesting access to various services.
- Utilize analytical skills to solve complex issues that our clients experience.
- Collaborated with cross-functional teams to improve overall website performance and user experience.
- Actively participated in team meetings to share knowledge, exchange ideas, address challenges, and collaborate on potential solutions.
- Researched and extracted data to complete tasks.
- Provided exceptional customer service in response to inquiries received via phone calls, emails, or live chats from clients or prospects.
- Boosted customer satisfaction levels by identifying areas of improvement and proposing actionable solutions.
Senior Client Care Support
Visa Inc.
08.2017 - 12.2022
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Filing chargeback disputes on behalf of clients.
- Provided training to new team members on fraud detection techniques, enhancing their ability to identify potential threats quickly and accurately.
- Collaborated with internal and external stakeholders to create and maintain fraud prevention strategies.
- Facilitated information sharing among team members through regular meetings and discussions, fostering a collaborative work environment focused on continuous improvement.
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
Software Testing Engineer (GoShare)
Visa Inc.
09.2021 - 09.2022
- Granted Visa Secure Test Suite access to external clients once they had completed all required testings.
- Assisted in the development of user documentation by validating content accuracy and usability from an end-user perspective.
- Collaborated with developers to identify, reproduce, and resolve defects found during testing phases.
- Reviewed requirements, specifications, and technical design documents to provide timely and meaningful feedback.
- Collaborated with product owners to stay current on intended functionality.
- Managed multiple projects simultaneously while adhering to strict deadlines, prioritizing tasks effectively based on urgency and importance.
- Provided technical support and troubleshooting assistance for web-related issues, resolving problems quickly and efficiently.
Account Manager
CJ Aviation
01.2015 - 07.2017
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Used analytical skills to track and report on account performance metrics, providing insights for future growth opportunities.
- Established clear communication channels between clients and internal teams, ensuring seamless project execution.
- Met with customers to discuss and ascertain needs, tailor solutions and close deals.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Maintained current knowledge of evolving changes in marketplace.
- Exceeded monthly sales targets consistently by utilizing proven sales strategies and excellent communication skills.
Store Manager
Oasis Garden
02.2012 - 12.2014
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Assisted with hiring, training and mentoring new staff members.
- Rotated merchandise and displays to feature new products and promotions.
Property Claims Adjuster
Century Adjusting Inc
01.2006 - 03.2010
- Enhanced customer satisfaction with prompt communication and consistent follow-up on claim status updates.
- Prepared reports of findings of investigations.
- Facilitated smooth transitions during catastrophes as part of a disaster response team, quickly addressing large volumes of claims while maintaining high-quality service standards.
- Developed strong relationships with clients, fostering trust throughout the claims process.
- Carefully reviewed claim information to verify accuracy and avert fraudulent claims.
- Visited customer locations to evaluate damage and provided cost estimates for remediation.
- Scoped and photographed properties for defects and damage.
Education
Bachelor’s Degree - Business Management
Albizu University
05.2012
Skills
- Bilingual (English/Spanish)
- Self-Motivated
- Quick Learner Aptitude
- Multitasking Abilities
- Problem-solving abilities
- CRM software proficiency
- Attention to detail
- Experience using standard MS Office tools (eg MS Excel, PowerPoint, Word, Outlook)
- Excellent Communication
- Cross-Functional Teamwork
- Tableau Reporting
- Organizational Skills
Timeline
Visa Online Associate
Visa Inc.
01.2023 - Current
Software Testing Engineer (GoShare)
Visa Inc.
09.2021 - 09.2022
Senior Client Care Support
Visa Inc.
08.2017 - 12.2022
Account Manager
CJ Aviation
01.2015 - 07.2017
Store Manager
Oasis Garden
02.2012 - 12.2014
Property Claims Adjuster
Century Adjusting Inc
01.2006 - 03.2010
Bachelor’s Degree - Business Management
Albizu University