Karen Anali Rodriguez Guzman
Cicero,IL
Summary
Diligent Support Specialist with experience managing phone, chats and email communications with customers. Proactively identified opportunities and built strong relationships with current and prospective customers. Consistently exceeded customer support and service expectations by resolving issues quickly. I work diligently with other teams to help make the company provide a better customer experience.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Customer Support
Imprint Co
10.2022 - Current
- Working with new clients and understanding their issues with new product
- Growing knowledge expert regarding Imprint app and partners
- Providing account and IT support
- Assistance via chat, phones and email
- Assisted with escalated issues where supervisor was requested
- Providing bilingual services to Spanish speaking customers
- Working with team to help solve unknown problems evolving from new product
- Multitasking with side projects
- Good communication with all members from multiple department to problem solve customer issues.
- Built strong relationships with field operations team to support business development opportunities and improve service.
- Devised recommendations to streamline and simplify customer support system and improve response time.
- Monitored system performance to identify potential issues.
- Tested new software and hardware prior to deployment.
- Assisted in development of system protocols.
Fraud & Risk Analyst
Venmo
05.2019 - 06.2022
- Analyze customer accounts to mitigate risk
- Underwriting to determine credit risk
- Investigate and project current industry fraud trends
- Action customer accounts based on current industry fraud trends
- Utilizes story based analysis to resolve fraud claims
- Resolves Account Takeover and Device Takeover cases
- Intakes, reviews, and resolves customer disputes
- Extensive use of Zendesk to send communications to customers and review submitted IDs, financial statements, and personal information
- File Suspicious Activity Reports (SARs)
- Resolves ACH Unauthorized transactions
- Recover loss
- Review and resolve chargebacks
- Investigate queued transactions
- Educate and assist users impacted by fraud
- Overviews cross-team communication to formulate responses to current fraud trends
- Created and managed customer communication snippets on atext
- Communicates case reviews and policy updates via Slack.
Customer Service Representative
Venmo
08.2018 - 05.2019
- Knowledge expert regarding the Venmo App
- Provided account support and end-user IT support
- Assisted users via phone, live-chat, and email.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Assisted with Social Media communication.
- Maintained up-to-date knowledge of product and service changes.
Senior Service Representative (Supervisor)
BMO Harris Bank
08.2014 - 07.2018
- Train and coach service team as needed insuring staff possesses necessary skills to understand and execute transactions and proactive in offering suggestions and options
- Did training relative to all sales policies, procedures, problem solving and sensitive customer relations issues
- Ensure Service Representatives provide customers with professional and courteous service
- Complete all daily responsibilities of the Service Manager in his absence
- Ensure all service representatives adhere to all policies, procedures, and directives
- Provide professional and courteous service by providing a wide variety of day-to-day and special service customer transactions
- Support the bank manager with administration of branch operations, including completion of audits, maintaining joint custody and processing of internal entries.
- Count, sort and package currency and coin quickly and accurately
- Balance assigned cash drawer in accordance to Bank directives
- Exhibit effective follow through and ownership in every customer interaction
- Handling of special services, such as foreign money and collections
- Provided professional, courteous and friendly customer service, greeting all customers pleasantly
- Support professional bank image by care of the branch environment and personal appearance
Assistant Manager/Crew Member
KFC/A&W
01.2009 - 07.2014
- In charge of receiving and stocking shipments, along with daily, weekly and monthly inventory
- Took care of the filing daily deposits and making sure the paperwork is done correctly
- Set up the POS systems for the employees that are working that day, along with making sure operations run smoothly throughout the day
- Counted down the registers and the safe at the end of the night and look for any discrepancies
- Passed CFF inspection with a 95 percent by getting a perfect score as a cashier, in customer service and in sanitation
- Successful because of ability to multitask, excellent communication skills with coworkers, and keeping calm under pressure.
- Created employee schedules to align coverage with forecasted demands.
Education
H.S. Diploma -
Dundee Crown High School
Carpentersville, Illinois01.2009
Skills
- English - Fluent
- Spanish - Fluent
- Knowledge of computer programs
- Engaging personality
- Reliable team worker
- Proven Leader
- Problem-Solving
- Issue and Resolution Tracking
- Excellent multi-tasking
- Comfortable standing for long time periods
- Great attention to detail
- Complaint Resolution
- Support SOP Writing
Qualification Highlights
- Over six years with cash handling experience.
- Over eight years of experience with government banking regulations.
- Adapt rapidly to technology and open to learning new technology and/or ways of working.
- Ability to develop customer relationships.
- Ability to make sound transactional decisions to ensure policies and directives are met.
- Ability to interact appropriately when interacting with customers, co-workers and management.
- Ability to take responsibility for personal performance and development.
- Ability to supervise and manage others
- Became a manager within 3 months of coming back as a crew member and within 3 months became an assistant manager.
Certification
Completed- Learn SQL Course with credential certification provided as of 4/2023.
Small business owner
After going through being laid off in my previous job, I decided to take on the challenge of turning my hobby into a small business. I solely take care of everything surrounding the business actions. From inventory, working on the actual product, social media, tracking sales and shipping items. I was able to sell products to my previous employer as well as provide products to local customers.
Working on setting up a website to offer products nationwide.
Sell personalized items such as cups, clothing, home items.
Timeline
Customer Support
Imprint Co
10.2022 - Current
Fraud & Risk Analyst
Venmo
05.2019 - 06.2022
Customer Service Representative
Venmo
08.2018 - 05.2019
Senior Service Representative (Supervisor)
BMO Harris Bank
08.2014 - 07.2018
Assistant Manager/Crew Member
KFC/A&W
01.2009 - 07.2014
H.S. Diploma -
Dundee Crown High School
Similar Profiles
Jesica TaingJesica Taing
Retail Sales Assistant at Imprint PhotoboothRetail Sales Assistant at Imprint Photobooth
Nicole Van CampNicole Van Camp
Sales / Layout Artist at Wolfmark DBA Creative ImprintSales / Layout Artist at Wolfmark DBA Creative Imprint
Shameca FarrisShameca Farris
Program Manager at Imprint Events GroupProgram Manager at Imprint Events Group