Mario Perales

• Analyzed restoration processes to identify areas for efficiency improvement.
• Collaborated with cross-functional teams to ensure compliance with industry standards.
• Developed and implemented training materials for new restoration techniques.
• Managed documentation related to restoration projects, ensuring accuracy and consistency.

Summary
Managed and resolved complex identity theft cases with results-oriented approach and 10 years of experience.

Experience

Identity Restoration Specialist | Experian | Austin, TX | 01-14-2014- Current

• Managed a portfolio of over 200 identity theft cases, guiding victims through each stage of the restoration process, from initial reporting to final resolution.
• Successfully resolved an average of 15 cases per month by coordinating with credit bureaus, banks, and government agencies to reverse fraudulent transactions and close compromised accounts.
• Conducted in-depth investigations into fraudulent activity, analyzing transaction records, data breaches, and other evidence to identify the source and scope of the identity theft.
• Prepared detailed case files and investigative reports that were leveraged by law enforcement and clients during the prosecution and resolution process.
• Educated clients on best practices for preventing future identity theft, resulting in a 80% reduction in repeat incidents for repeat clients.
• Communicated effectively and empathetically with clients experiencing significant financial and emotional distress, maintaining high levels of customer satisfaction throughout the restoration journey.
• I started off in customer service answering inbound calls and scheduling callbacks for my restoration agents; they would in turn called the victim bank and assist with restoring their identity. Then after 2 years I was promoted to Identity Theft Restoration and have been working in that position ever since.

Skills

• Case Management: Experienced in managing large caseloads and prioritizing tasks to meet service level agreements.
• Fraud Investigation: Skilled in analyzing fraudulent transactions, identifying patterns, and utilizing advanced research techniques.
• Compliance: Familiar with financial regulations and procedures related to identity theft and fraud.
• Client Communication: Exceptional written and verbal communication skills, with a focus on sensitive and complex client issues.
• Collaboration: Experienced in liaising with financial institutions, law enforcement, and credit reporting agencies.
• Software: Ace, Global Protect, and various Experian proprietary software.

• Made outbound calls to debtors to try and collect on past due debt following all guidelines set up by the FDCPA. Answered incoming calls and took payments from debtors, as well as fielded any questions they might have concerning their past due debt. Researched and assisted debtors with trying to track down previous debts owed in an effort to validate and collect. Referred debtors to contact the Federal Trade Commission if research was done and we verified it was a case of identity theft. Developed highly empathetic client relationships and earned reputation for exceeding collection goals. Provided accurate and appropriate information in response to customer inquiries.
• Processed payments via cc/debit card, check live over phone or set up post-dated payments as necessary.

• Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
• Cross-trained and provided back-up for other customer service representatives and departments.
• Promptly responded to general inquiries from members, staff, and clients via mail, e-mail and fax when needed.
• Set up and explained new membership contracts.
• Directed calls to appropriate individuals and departments. Built long-term customer relationships and advised customers on purchases and promotions. Worked in high-stressful situations and responded to service requests and emergency call-outs.

• Worked in a call center environment providing exceptional customer service to internal and external customers regarding billing and general inquiries about wireless service and equipment.
• Ensure customer inquiries are resolved in a timely fashion to meet or exceed established performance goals while maintaining a high level of quality.
• As a member of the retention team listened, empathized, and resolved any issues a customer might have had to successfully keep their business.

• Answered inbound customer services calls assisting with scheduling Texas State Park reservations. Ensured that calls were answered and completed in a timely manner while maintaining an exceptional level of customer service.
• Recorded guest comments or complaints, referring customers to managers as necessary.
• Maintained friendly and professional customer interactions on a long term basis to build rapport and ensure a great overall experience.