JUANA LOPEZ
Grand Prairie,TX
Summary
Dynamic customer service specialist with over 12 years of experience in financial services, healthcare support, and call center operations. Expertise in fraud resolution and de-escalation techniques, thriving in high-volume environments to enhance team performance and reduce fraud risks. Proficient in both English and Spanish, leveraging communication and empathy to cultivate strong customer relationships. Consistently recognized for maintaining high levels of customer satisfaction and fostering loyalty through prompt issue resolution.
Overview
12
12
years of professional experience
Work History
Fraud Specialist II
JPMorgan Chase
Plano, TX
08.2024 - Current
- Promoted to electronic transaction review for wires, checks, and ACH disputes
- Investigated 50+ transactions daily with 99% accuracy
- Escalated high-risk cases, helping reduce fraud loss by 15%
- Managed customer data across multiple platforms
Customer Advocate Representative
UnitedHealthcare
REMOTE
09.2024 - 02.2026
- Educated clients on health plan options, benefits, and enrollment processes to enhance understanding.
- Collaborated with cross-functional teams to streamline workflows and improve customer service processes.
- Contributed to team objectives by sharing best practices and collaborating on process improvements for increased efficiency and effectiveness in handling customer concerns.
- Collaborated with cross-functional teams to enhance customer service processes and streamline operations.
- Consistently met or exceeded performance metrics for call quality, issue resolution, and customer satisfaction scores.
Patient Care Assistant
VXI Global Solutions
Grand Prairie, TX
10.2023 - 06.2024
- Refilled 200+ prescriptions weekly with zero errors
- Handled $10K+ in monthly member payments
- Maintained HIPAA compliance while offering empathetic support
Customer Service Representative
Conduent
Plano, TX
07.2021 - 10.2022
- Supported 60–80 inbound calls daily for benefit enrollment
- Improved first-call resolution by 25%
Senior Policy Analyst – Bilingual Team Lead
Dialog Direct
[City], [State]
09.2013 - 10.2015
- Led and coached 15+ bilingual agents, improving team efficiency by 20%
- Onboarded new team members with 95% success rate
- Delivered 98% accuracy in policy support and claims
- Documented customer interactions for compliance
Education
Medical Office Assistant Certificate -
PCI Health Training Center
[City], [State]03.2009
High School Diploma / GED - undefined
Winfree Academy Charter School
Irving, TX08-2003
Skills
- Banking Transactions & Fraud Monitoring
- Wire Transfers & ACH Processes
- De-escalation & Conflict Resolution
- HIPAA & Regulatory Compliance
- Bilingual Support (English/Spanish)
- Avaya, Salesforce, NICE, CRM Tools
- High-Volume Call Handling
- Team Leadership & Training
- Fraud prevention
Languages
Spanish
Native or Bilingual
Timeline
Customer Advocate Representative
UnitedHealthcare
09.2024 - 02.2026
Fraud Specialist II
JPMorgan Chase
08.2024 - Current
Patient Care Assistant
VXI Global Solutions
10.2023 - 06.2024
Customer Service Representative
Conduent
07.2021 - 10.2022
Senior Policy Analyst – Bilingual Team Lead
Dialog Direct
09.2013 - 10.2015
High School Diploma / GED - undefined
Winfree Academy Charter School
Medical Office Assistant Certificate -
PCI Health Training Center