Maricruz Alvarado
San Antonio,TX
Summary
Results-driven and detail-oriented professional with extensive expertise in customer service, fraud investigation, and team leadership. Proven track record of effectively managing complex issues, resolving customer concerns with precision, and mentoring teams to drive performance and achieve organizational goals. Strong work ethic, exceptional reliability, and a steadfast commitment to delivering outstanding results. Bilingual in English and Spanish, with a passion for fostering positive customer experiences and operational excellence.
Overview
3
3
years of professional experience
Work History
Bilingual AAA Roadside Customer Service Agent
AAA Roadside Assistance
01.2024 - 10.2024
- Efficiently addressed customer queries, leading to improved service delivery and faster resolutions.
- Enhanced customer satisfaction by promptly resolving inquiries and ensuring effective issue resolution.
- Delivered exceptional service by quickly assessing roadside situations and providing clear, actionable solutions.
- Coordinated with tow truck drivers and service providers to ensure timely and efficient assistance.
- Utilized GPS and dispatch systems to optimize service request management and response times.
- Maintained detailed and accurate records of customer interactions and service calls through CRM software.
TIER 2 APPLE CARD FRAUD SUPERVISOR
Alorica
05.2022 - 01.2024
- Led fraud investigations, ensuring timely case resolution and accuracy while identifying process improvements to reduce fraudulent activity.
- Responded swiftly to customer inquiries regarding account status or potential fraud, providing clear and effective resolutions.
- Stayed updated on industry regulations and best practices to enhance fraud prevention and detection efforts.
- Mentored 100+ agents via Teams, guiding them in troubleshooting techniques and delivering excellent customer service.
- Collaborated across departments (compliance, legal, IT security) to implement strategies minimizing financial losses and enhancing fraud detection protocols.
TIER 1 FRAUD SUPPORT SPECIALIST
Alorica
07.2021 - 05.2022
- Managed fraud investigations, ensuring timely and accurate case resolutions while identifying process improvements.
- Monitored customer accounts for suspicious activity and identified fraud patterns and trends.
- Investigated and took action on suspected fraudulent claims, reviewing flagged transactions and reports.
- Tracked chargeback activity and collaborated with teams to develop effective fraud prevention strategies.
- Analyzed high-risk transactions in real-time and connected patterns to uncover undetected fraud
- Handled customer inquiries to resolve technical issues efficiently.
Education
Computer Networking Diploma - Computer Networking
Career Point Institue
4522 Fredericksburg Rd San Antonio Tx 7820106-2006
Skills
- Customer service
- Communication skills
- Problem resolution
- Product knowledge
- Telephone etiquette
- Data entry
- Technical support
- Time management
Accomplishments
- Promoted to Tier 2 Supervisor within a year, recognizing exceptional problem-solving skills and a strong commitment to customer care.
- Advanced from Tier 1 to Tier 2 in under 12 months, demonstrating rapid growth, leadership potential, and the ability to drive results.
Languages
English
Native or Bilingual
Timeline
Bilingual AAA Roadside Customer Service Agent
AAA Roadside Assistance
01.2024 - 10.2024
TIER 2 APPLE CARD FRAUD SUPERVISOR
Alorica
05.2022 - 01.2024
TIER 1 FRAUD SUPPORT SPECIALIST
Alorica
07.2021 - 05.2022
Computer Networking Diploma - Computer Networking
Career Point Institue
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