Miguel Albarracin
Orlando,FL
Summary
Professional Call Center Customer Service Representative committed to providing courteous, prompt, detailed and accurate support for clients and co-workers alike. Experience managing outbound and inbound calls and handling emergency issues with patience and tact.
Overview
9
9
years of professional experience
Work History
Financial Crimes Analyst
Truist Bank
08.2021 - 04.2024
- Performed audits of accounts to protect shareholders and potential investors from fraudulent or unrepresentative financial claims.
- Identified threats, vulnerabilities and suspicious purchasing patterns in accordance with AML standards
- Documented research findings to communicate with the IRS for auditing purposes
- Used KYC framework to track and establish patters on suspicious spending and money laundering flags
- Created detailed reports of transactions over $10,000 each for IRS documenting purposes
Universal Chat Escalation Team / Mentoring
SunTrust Now Truist
04.2020 - 01.2021
- Led a team of makeshift escalation chat teammates through the pandemic's waning service levels.
- Researched and provided troubleshooting for over 150 teammates as they were live on the line.
- Served as a De-Escalation specialist working with teammates to find best solutions to keep service levels at optimum efficiency.
- Handled escalation calls for irate clients and third-party callers.
- Mentored six new-hire teammate classes and provided extensive training therein.
- Developed a curriculum and guide for mentors using ACADiA with manager approval.
- Translated documentation and disclosures - which are now being used as standard teammate material with approval from upper management and legal.
Credit Card Servicing
SunTrust Now Truist
10.2015 - 01.2020
- Received inbound client calls related to credit and accounts receivable.
- Facilitated inter-departmental communication to effectively provide customer support.
- Educated customers about billing, payment processing and support policies and procedures.
- Effective liaison between customers and internal departments.
Copywriter - Law Topics
DRB Capial
03.2017 - 01.2020
- Wrote advertising copy for online content, adhering to employers' overarching brand identity and personality.
- Incorporated SEO keywords into copy to increase search result rankings.
- Wrote over 1900 articles and blogs about common dangers and legal action.
- Wrote over 880 blog posts about current events which segued into calls to action for legal assistance.
Education
Bachelor of Arts - Technical Communication
University of Central Florida
Orlando, FL12.2020
Skills
- AML Certified
- FIU Certified
- SEO
- Content Generation
- Email Marketing
- Data visualization
- Retail and Sales
- Account management
- Native English speaker; Fluent in Spanish with neutral accent
- Complaint resolution
- Training development aptitude
- Classroom expertise
- Online training experience
- Employee coaching
- TESOL Certified
Timeline
Financial Crimes Analyst
Truist Bank
08.2021 - 04.2024
Universal Chat Escalation Team / Mentoring
SunTrust Now Truist
04.2020 - 01.2021
Copywriter - Law Topics
DRB Capial
03.2017 - 01.2020
Credit Card Servicing
SunTrust Now Truist
10.2015 - 01.2020
Bachelor of Arts - Technical Communication
University of Central Florida
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