Summary
Overview
Work History
Education
Skills
Languages
Accomplishments
Certification
Timeline
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Maricruz Alvarado

San Antonio,TX

Summary

Detail-oriented professional with extensive experience in customer service, fraud investigation, and team leadership. Demonstrated ability to efficiently handle complex problems, resolve customer issues, and mentor team members. Strong work ethic, reliability, and commitment to company success. Fluent in English and Spanish.

Overview

3
3
years of professional experience
1
1
Certification

Work History

Bilingual Road Side Assistance Specialist

AAA Auto Club Group
San Antonio, TX
02.2024 - Current
  • Provided timely and efficient roadside assistance, including vehicle jump-starts, tire changes, lockout services, and fuel delivery.
  • Delivered exceptional customer service by assessing roadside situations quickly and providing clear instructions and solutions.
  • Coordinated with tow truck drivers and service providers to ensure prompt resolution of assistance requests.
  • Utilized GPS and dispatch systems to manage service requests and optimize response times.
  • Maintained accurate records of service calls and customer interactions using CRM software.

Tier 2 Apple Card Fraud Supervisor

Goldman Sachs
San Antonio, TX
05.2022 - 11.2023
  • Managed fraud investigations, ensuring accuracy and timeliness of case resolution.
  • Evaluated current processes to identify areas for improvement in order to reduce fraudulent activity.
  • Responded promptly and effectively to inquiries from customers regarding their account status or potential fraudulent activity against them.
  • Maintained up-to-date knowledge of industry regulations and best practices related to fraud prevention and detection measures.
  • Provided guidance and mentorship to team members on fraud-related topics.
  • Assisted more than 100+ agents through Teams to use troubleshooting techniques and provide excellent customer service.
  • Implemented strategies to minimize financial losses due to fraudulent activities.
  • Collaborated with other departments such as compliance, legal, operations, IT security. to ensure effective communication regarding fraud-related issues.
  • Investigated claims of suspected fraudulent activity and took appropriate action based on findings.
  • Performed periodic reviews of existing policies, procedures related to fraud prevention, detection measures.

Tier 1 Fraud Support Specialist

Goldman Sachs/Apple Card
San Antonio, TX
07.2021 - 05.2022
  • Managed fraud investigations, ensuring accuracy and timeliness of case resolution.
  • Evaluated current processes to identify areas for improvement in order to reduce fraudulent activity.
  • Monitored customer accounts for potential fraudulent activities and identified trends in fraudulent behaviors.
  • Investigated claims of suspected fraudulent activity and took appropriate action based on findings.
  • Conducted reviews of flagged transactions and reports that showed potential suspicious activity.
  • Tracked chargeback activity to identify best practices for determining fraud.
  • Participated in group discussions with team members to develop new ways to combat fraud.
  • Connected patterns for underlying account associations to discover undetected fraud.
  • Monitored real-time queues and analyzed high-risk transactions from specified points of sale within business portfolio.

Education

Diploma - Computer Networking And Telecommunications

Career Point Institute
San Antonio, TX
06.2006

High School Diploma -

John F Kennedy High School
San Antonio, TX
06.1999

Skills

  • Fraud Investigations & Prevention: Proficient in managing and resolving complex fraud cases with a focus on accuracy and customer satisfaction
  • Customer Excellence: Proven track record in resolving customer complaints and issues with professionalism and integrity
  • Team Leadership and Coaching: Experience in supervising and training team members to enhance performance and achieve goals
  • Technical Skills: Skilled in CRM software, Microsoft Office, Google Suite, Microsoft Teams, Excel, and call center environments

Languages

Spanish
Professional

Accomplishments

  • Promoted to Tier 2 Supervisor due to quick problem solving and customer care that achieved in becoming a Supervisor.
  • Promoted from Tier 1 to Tier 2, in less than 12-months.

Certification

  • Top performer for the month or May and June 2023.

Timeline

Bilingual Road Side Assistance Specialist

AAA Auto Club Group
02.2024 - Current

Tier 2 Apple Card Fraud Supervisor

Goldman Sachs
05.2022 - 11.2023

Tier 1 Fraud Support Specialist

Goldman Sachs/Apple Card
07.2021 - 05.2022

Diploma - Computer Networking And Telecommunications

Career Point Institute

High School Diploma -

John F Kennedy High School

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Maricruz Alvarado