Noesli Martinez
Dallas,TX
Summary
Driven by results, tenure at Genpact honed my expertise in dispute resolution and fraud prevention, showcasing the ability to manage high-stress situations with professionalism and empathy. Leveraging skills in research, analysis, and customer service, I enhanced customer loyalty and successfully resolved complex financial crimes, underpinned by meticulous attention to detail and a positive attitude.
Overview
7
7
years of professional experience
Work History
Disputes/ Fraud/Front and Back Office Associate
Genpact
12.2019 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Maintained detailed records of all investigations conducted, providing valuable data for trend analysis and future case management efforts.
- Managed complex cases involving identity theft, credit card fraud, and other forms of financial crime, resulting in successful resolution for affected customers.
- Conducted thorough investigations of suspected fraud cases.
- Used sound judgment and available resources to make well-informed decisions for case approval or denial.
- Analyzed, researched and resolved payment claims within required timeframes.
- Adhered to department processes, procedures and goal expectations for case investigations.
- Kept up to date on industry information, system changes, network rules and compliance issues.
Reservation Agent
TELVISTA
01.2018 - 02.2019
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Improved customer satisfaction by promptly addressing inquiries and providing accurate information regarding reservations, cancellations, and modifications.
Education
Some College (No Degree) -
Eastfield College
Mesquite, TXHigh School Diploma -
Skyline High School
Dallas, TX05.2012
Skills
- Data entry expertise
- Document Management
- Research and analysis
- Confidentiality Assurance
- Positive Attitude
- Customer Service
- Time Management
- Dedicated Team Player
- Problem-solving abilities
- Active Listening
- Call center experience
- Microsoft Excel
- Professional and mature
- Excel spreadsheets
- Complex Problem-Solving
- Resourceful
Languages
Spanish
Native or Bilingual
Timeline
Disputes/ Fraud/Front and Back Office Associate
Genpact
12.2019 - Current
Reservation Agent
TELVISTA
01.2018 - 02.2019
Some College (No Degree) -
Eastfield College
High School Diploma -
Skyline High School
Similar Profiles
Sravan GarlapatiSravan Garlapati
EUC System Engineer at GenpactEUC System Engineer at Genpact
JEENAL RJEENAL R
Business Analyst at GenpactBusiness Analyst at Genpact
DEEPESH Kumar MakadiaDEEPESH Kumar Makadia
Content Moderator at GenpactContent Moderator at Genpact