Krizia Rivera

• Blended calls between answering incoming calls and working outbound calls to clear Fico alerts and make a risk assessment
• Communicated with customers and company personnel, utilizing active listening, and interpersonal skills.
• Monitored real-time queues and analyzed high-risk transactions from specified points of sale within business portfolio.
• Conducted reviews of flagged transactions and reports that showed potential suspicious activity & credit abuse
• Responded promptly to inquiries regarding possible fraudulent activities reported by customers or other stakeholders. Asking clarifying questions to see if cardholder allowed someone to use the card (or if its billing dispute scenario due using merchant in the past)
• Made recommendations for closing accounts and performed associated follow-up.
• Updated each claims suspension annually to promote continuity of active claim suspensions.
• Frequently report new date and assist OA's/Management for new fraud patterns and forward to Fraud Analytics
• Often review account's that are flagged with Facta Act (Victim of Fraud) Identify if the true cardholder filled out a valid application with Citi
• Responsible for assisting customer service with higher level of fraud verification such as generating Q&A questions from pulic record and using verified phone number to dial out to cardholder
• Updating Visa and Master card by clearing the account in RiskFort to update if transaction is valid or fraud

• Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
• Actively listened and introduce sales and promotions on their Citi Costco credit card for example (balance transfers low interest rates , adding authorize user)
• Handling debit payments and delivering credit balance refund
• reviewing account activity with cardholder and tagging suspicious activity opening fraud claim or dispute claim depending the scenario
• Adhered to all company policies and procedures related to customer service.
• Educated customers on product features and benefits that best suit their needs.
• Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
• Supported sales team members to drive growth and development.
• Suggested solutions when a product malfunction was reported by the customer.

• Diagnosed system errors and implemented solutions to resolve them.
• Troubleshot customer inquiries related to software and hardware issues.
• Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
• Ensured compliance with company policies and procedures regarding technical support operations.
• Assisted customers both international and domestic with technical issues mobile phones specifically for Apple products (IOS Devices, Macintosh
• Prepare a report to forward management for recommendations and revisions to help benefit the customer in timely manner and help service levels
• Maintained audit trail and statistical records of problems and conditions reported by client.
• Supervised and directed workers engaged in installation of data communication equipment and software.

• Answered, screened and processed high volume of calls daily with call management system and web-based communications.
• Presented existing and prospective customers with valuable service or product information to aid in decision-making.
• Promoted available products and services to customers during service, account management and order calls.
• Supported sales team members to drive growth and development.
• Suggested solutions when a product malfunction was reported by the customer.
• Offered support for technical problems associated with products or services purchased by the customer.
• Managed customer expectations by clarifying needs, identifying options and recommending products and services.
• Prepared and sold broad range of customized merchandise to individuals and commercial accounts.

• Processed customer payments quickly and returned exact change and receipts.
• Kept records of purchases; maintained orderly appearance of checkout area; restocked supplies as needed.
• Preserved appearance of store by arranging and replenishing displays and merchandise racks.
• Identified discrepancies between actual count and register balance; made corrections accordingly.

Promoted as assistant manager 2014

• Supervised daily operations including scheduling shifts, assigning duties.
• Communicated regularly with customers to gain insights into their needs.
• Assisted with developing and implementing marketing strategies to improve sales and profitability.
• Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership.
• Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
• Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
• Organized schedules, workflows and shift coverage to meet expected business demands.