Summary
Overview
Work History
Education
Skills
Timeline
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Liliana Marte

Longwood,FL

Summary

Experienced bilingual (Spanish/English) customer service professional with a strong background in credit card and dispute fraud handling. Excellent interpersonal communication skills and meticulous attention to detail. Built a solid foundation in customer relations. Motivated to maintain high levels of customer satisfaction and contribute to the overall success of the organization.

Overview

13
13
years of professional experience

Work History

BILINGUAL FRAUD/DISPUTE SPECIALIST AGENT

Concentrix
10.2022 - 10.2024
  • Conduct thorough investigations to determine the validity of fraud or dispute claims
  • Analyzed large amounts of data to find patterns of fraud and anomalies.
  • Work with customers, financial institutions, and other stakeholders to resolve disputes
  • Ensuring high levels of customer satisfaction by effectively resolving disputes
  • Assess the level of risk associated with individual cases and make informed decisions
  • Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.

FINANCIAL SERVICE ASSISTANT

Amscot
02.2022 - 10.2022
  • Balance currency, coin, and checks cash drawers at the end of the shifts
  • Enter customers' information into computers to record transactions and monitor transactions
  • Providing end-user support, and escalating technical issues to the appropriate parties
  • Contact Cash Advance customer when due, past due, and on returned items to collect on loans
  • Input financial data and produced reports.
  • Responded to customer requests for products, services, and company information.

SUPERVISOR

KFC
04.2016 - 02.2022
  • Providing training, coaching, and support to ensure efficient and effective performance
  • Overseeing day-to-day restaurant operations, including opening and closing procedures
  • Handling customer inquiries, complaints, and resolving any issues in a timely manner
  • Team Leadership: Supervising and guiding team members, including cashiers, cooks, and staff

HEAD SERVER

Amura
02.2012 - 03.2016
  • Supervising and coordinating the front-of-house staff, including servers
  • Upholding high standards of service by training staff on Amura's service procedures
  • Leading by example and enforcing consistency in service quality
  • Interacting with guests, greeting them upon arrival, and ensuring a welcoming atmosphere
  • Addressing any concerns or special requests, and resolving potential issues to deliver exceptional customer service

Education

A.A - Biomedical Sciences

Seminole State College
Sanford, FL

Skills

  • Decision-Making
  • Negotiation Competency
  • Borrowing & Spending Practices
  • Excellent Customer Service
  • Accounting & Financial Services
  • Microsoft and Windows Experience
  • Troubleshooting
  • Product Knowledge
  • Conflict Resolution
  • Strong Organizational Skills
  • Excellent Written & Verbal Communication
  • Clear & Articulate Phone Manner
  • Database Management & Data Analysis
  • Transaction monitoring
  • Video Conference Meetings
  • Accounting & Computing Skills
  • Risk Analysis
  • Excellent Individual &Team work
  • Call center experience
  • Exceptional communication
  • Fraud prevention & Investigation techniques

Timeline

BILINGUAL FRAUD/DISPUTE SPECIALIST AGENT

Concentrix
10.2022 - 10.2024

FINANCIAL SERVICE ASSISTANT

Amscot
02.2022 - 10.2022

SUPERVISOR

KFC
04.2016 - 02.2022

HEAD SERVER

Amura
02.2012 - 03.2016

A.A - Biomedical Sciences

Seminole State College

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Liliana Marte