KIMBERLY TALAMANTEZ

Fraud Disputes (07/10/2023 - Current):

• Managed high-volume caseloads, ensuring timely resolutions while maintaining accuracy and attention to detail.
• Achieved being close in rank with the top analysts in overall performance within the first 2 months of being in the position.
• Contributed to achieving company goals by consistently meeting or exceeding performance metrics.
• Identified trends in disputes to inform company-wide strategies for risk mitigation and process improvement.
• Assisted with special projects, such as training a new Sr. Disputes Process Owner on multiple disputes processes, and being personally trained on several fraud disputes department's processes to help with their queues when requested, which includes:

- Debit and Credit Card Initiation Claims

- High and Mid Dollar Claims

- Dispute Resolutions

- Manual Adjustment Claims

- Extended Investigation Claims (Failsafe)

Customer Service Agent (01/24/2021 - 07/7/2023):

• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Addressed customer account discrepancies and concerns.
• Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
• Adapted to new applications and maintained knowledge of current technologies.

• Increased sales revenue by consistently meeting and exceeding sales targets.
• Improved overall customer satisfaction by promptly addressing concerns and providing tailored solutions.
• Enhanced product knowledge through continuous training and professional development opportunities.

• Improved overall team performance by effectively delegating tasks and providing clear instructions.
• Achieved consistent customer satisfaction by addressing concerns promptly and professionally.
• Managed employee schedules to ensure adequate coverage during peak hours, resulting in a smoother workflow.
• Promoted a positive work environment through open communication and constructive feedback.
• Trained and mentored new employees to maximize team performance.