Miguel Cerda
Concord,CA
Summary
Collaborative leader partners with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
26
26
years of professional experience
Work History
Fraud Operations Manager
Tally Technologies
01.2022 - 06.2024
- Worked cross functionally with various departments (Compliance, Member Support, Business Operations, Product and Engineering) to enhance and Implement risk processes to mitigate fraud
- Provided support and resolution directly to customers in relation to KYC inquires and fraud disputes pertaining to a line of credit
- Supervised operations staff and kept employees compliant with company policies and procedures
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them
- Analyzed and reported on key performance metrics to senior management
- Led training sessions on risk analysis techniques, elevating team's overall skill set and analytical capabilities
Sr. Fraud Ops Specialist
Tally Technologies
01.2019 - 01.2022
- Reviewed large sets of data to identify high risk accounts and fraudulent patterns to mitigate fraudulent account losses
- KYC - Reviewed documents from applicants to validate legitimacy and approval for a line of credit
- Responsible for follow-up and resolution to member inquiries through CRM (Zendesk)
- Served as a point of contact for Member Support for any fraud related issues
Fraud Specialist
Rodan + Fields
01.2017 - 01.2019
- Identified trends in fraudulent activities through data analysis, which informed updates to anti-fraud strategies
- Conducted thorough investigations into suspicious account activities, mitigating potential financial losses
- Collaborated with cross-functional teams to develop and implement effective anti-fraud policies
Customer Engagement Specialist
TrueAccord
01.2016 - 01.2017
- Responsible for contacting customers by email & phone and getting them to commit in resolving their debt
Lead Risk Analyst (Payments)
Zynga Inc.
01.2009 - 01.2015
- Reduced financial losses due to effective identification and mitigation of potential risks in the portfolio
- Managed a team of local and remote (vendor) Risk/Customer Service Agents
- Assisted with the design of a graphical user interface for use by Fraud Analysts in the detection of fraudulent accounts
- Trained and mentored Risk Analysts on Fraud detection techniques within a digital/card not present environment
- Identified metrics and created departmental reporting
Operations Manager
Taste Tea Gelato
01.2007 - 01.2009
- Managed all aspects of a retail business which included training, scheduling, payroll, customer service, and inventory
- Researched vendors for the best quality and cost-effective product
- Responsible for maintaining a high level of customer satisfaction with customers by delivering a quality product in a retail setting
Operations Manager
Pay By Touch (Biometric Payments)
01.2004 - 01.2007
- Responsible for Customer Service, Merchant Support and Risk (Fraud Detection) during the Operations Department's infancy
- Managed a tier 2 level Help Desk for a customer service call center
- Resolved highly escalated customer issues with customers through email and phone
- Refined processes as necessary and trained Customer Service Leads on new products, procedures and scripting
- Analyzed call center call types and trends to identify training opportunities, resulting in a 50% increase of a one call resolution for customers and overall better service
- Worked with multiple department heads to implement and enhance Customer Service systems
Customer Service Supervisor (Consumer Loans)
Bank of the West
01.2002 - 01.2004
- Supervised a team of bilingual Loan Specialists within a call center environment
- Coached team members through one on ones in order to maximize productivity
- Responded to escalated customer service issues and provided a resolution to customers by email and/or phone
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale
- Coached employees through day-to-day work and complex problems
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally
Operations Supervisor (Credit Card)
NextCard Inc.
01.1998 - 01.2002
- Supervised and coached a team of call center representatives in the New Accounts department, ensuring smooth workflows and timely completion of tasks
- Conducted regular performance evaluations for direct reports, identifying areas for improvement and setting development goals accordingly
- Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members
- Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
Education
Bachelor of Arts - International Relations
University of California, Davis
Davis, CASkills
- Problem-Solving
- Team Leadership
- Operations Management
- Customer Service
- Fluent in Spanish
- Decision-Making
- Employee relations and conflict resolution
- Policies and procedures implementation
- Performance monitoring
- Staff Development
Accomplishments
- Increased one call resolutions by 50% in a high volume call center.
- Reviewed operational processes for a business unit to maximize efficiency, resulting in a 25-30% increase in new account productivity.
- Hired and trained personnel as necessary in order to achieve and maintain a high rate of customer satisfaction, high service quality and in depth product knowledge.
- Identified metrics and implemented reporting.
Applicationsoftware
- CRM: Zendesk, Salesforce (Desk), Track-It
- Ring Central
- Jira, HipChat, Slack, Zoom
- Microsoft Office (Word, Excel, Outlook, PowerPoint)
- Google Apps
- ThreatMetrix
- Lexis Nexis
Timeline
Fraud Operations Manager
Tally Technologies
01.2022 - 06.2024
Sr. Fraud Ops Specialist
Tally Technologies
01.2019 - 01.2022
Fraud Specialist
Rodan + Fields
01.2017 - 01.2019
Customer Engagement Specialist
TrueAccord
01.2016 - 01.2017
Lead Risk Analyst (Payments)
Zynga Inc.
01.2009 - 01.2015
Operations Manager
Taste Tea Gelato
01.2007 - 01.2009
Operations Manager
Pay By Touch (Biometric Payments)
01.2004 - 01.2007
Customer Service Supervisor (Consumer Loans)
Bank of the West
01.2002 - 01.2004
Operations Supervisor (Credit Card)
NextCard Inc.
01.1998 - 01.2002
Bachelor of Arts - International Relations
University of California, Davis
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