Miguel Ramirez

• Investigate credit and debit card chargebacks related to suspected fraudulent activity, ensuring compliance with Regulation E, Regulation Z, and network rules (Visa, MasterCard).

• Review and submit timely and accurate chargeback filings, representments, and supporting documentation within strict regulatory and network deadlines.

• Monitor dispute queues and prioritize high-risk or time-sensitive cases to ensure service-level agreement (SLA) compliance.

• Maintain detailed documentation of case activity in internal systems for audit and reporting purposes.

• Experienced in processing disputes across multiple platforms, including Fiserv, STAR, MasterCard, and Visa.

• Maintained the safety, security, and supervision of high-risk detainees under federal jurisdiction, including individuals pending federal prosecution, deportation, or transfer.

• Enforced facility rules and regulations to maintain order, discipline, and compliance with institutional policies.

• Assigned to various critical posts, including housing units, medical, kitchen, and Central control.

• Conducted daily cell searches to detect and remove contraband and unauthorized materials.

• Performed and documented scheduled headcounts of all inmates three times per shift to ensure accountability.

• Responded to emergency situations and facility codes, including fights, medical incidents, and cell extractions.

• Prepared detailed incident and shift reports to support accurate documentation and communication.

• Utilized defensive tactics and de-escalation techniques to manage inmate behavior and diffuse conflicts.

• Certified in PREA (Prison Rape Elimination Act), CPR, and firearms/weapons handling.

• Investigated and reported unauthorized or suspicious transactions across cardholder accounts.

• Assisted customers in reporting fraudulent activity, ensuring timely resolution and peace of mind.

• Closed compromised accounts and issued replacement cards, maintaining data integrity and account security.

• Provided clear explanations of fraud claims processes, cardholder rights, and next steps under federal regulations.

• Assisted customers in securing online activity by guiding them on best practices for digital safety and account protection.

• Maintained a high level of accuracy and compliance with financial regulations, including Regulation E and the Fair Credit Billing Act (FCBA).

• Delivered compassionate, professional support during sensitive calls while adhering to performance and quality standards.

• Investigated and analyzed orders flagged for potential fraud, verifying customer identity through document review and secure processes.

• Remediated fraudulent accounts, ensuring unauthorized services were promptly canceled and financial impacts mitigated.

• Responded to LifeLock and other third-party fraud alerts, coordinating with customers and credit bureaus to resolve issues efficiently.

• Served as a subject matter expert for internal customer service and credit/collections teams needing guidance on fraud-related cases.

• Assisted in developing fraud prevention workflows and training materials for frontline staff.

• Maintained up-to-date knowledge of industry best practices and compliance standards related to fraud detection and prevention.

• Managed highly escalated customer complaints received through executive channels such as the Office of the CEO, Better Business Bureau (BBB), Attorney General (AG), Federal Communications Commission (FCC), and social media.

• Conducted thorough investigations and root cause analyses (RCAs) to identify issues and propose long-term solutions.

• Drafted professional, timely written responses to regulatory agencies, ensuring compliance with response deadlines.

• Acted as a liaison between corporate leadership, legal teams, and customers to facilitate resolution of sensitive cases.

• Maintained detailed case records and provided feedback to improve company policies and customer experience.

• Provided customer support resolving billing issues, service interruptions, and technical troubleshooting for residential and business customers.

• Assisted front-line agents with complex inquiries and escalations to ensure first-contact resolution.

• Documented customer interactions accurately and maintained compliance with company policies.

• Contributed to team performance goals by meeting key metrics including call quality, handle time, and customer satisfaction.

• Provided personalized sales support by helping customers select mobile phones and services plans that best suited their needs.
• Delivered technical support for smartphones and mobile devices, including troubleshooting connectivity, software, and hardware issues,

• Managed daily operations across all departments, including front desk, housekeeping, food service, and maintenance.

• Ensured consistent delivery of high-quality guest service standards and addressed escalated guest concerns to maintain customer satisfaction.

• Maintained product and service quality by conducting regular evaluations and investigating guest feedback.

• Supervised hiring, onboarding, training, scheduling, and performance management of all hotel staff to foster a productive work environment.

• Oversaw budgeting and expense control to support operational efficiency and profitability.

• Coordinated preventive maintenance programs to protect and maintain the hotel’s physical assets.

• Handled daily cash deposits and secure bank deliveries, ensuring financial accuracy and compliance with company policies.

• Collaborated with the Regional Manager to develop and implement strategies for marketing, service improvements, and operational excellence.