Priscilla Fernandez
San Antonio,TX
Summary
Client service and technical support professional with experience in hospitality and IT support across banking and financial operations, including electronic fraud analysis. Handles transaction review, client verification, issue resolution, and ticket tracking with accuracy. Supports customer satisfaction and account protection in fast-paced environments.
Overview
1
1
Certification
25
25
years of professional experience
Work History
Electronic Fraud Analyst
Citibank
San Antonio, TX
09.2022 - 11.2025
- - Investigate potential fraudulent activity tied to existing outgoing electronic money transfers.
- - Verified electronic money transfers and recent activity with bank members to detect potential fraud and protect client assets.
- - Support early fraud detection efforts to reduce financial impact and protect client accounts and identities.
- - Investigated suspicious transactions through Citibank fraud case systems.
- - Assess risk during business decisions with attention to Citigroup reputation, client assets, policy requirements, rules, regulations, ethical judgment, and transparent escalation, management, and reporting of issues.
- - Provide solutions to client issues using available resources under limited supervision.
- - Managed inbound and outbound client inquiries, addressing service-related requests and concerns to enhance client satisfaction.
- - Achieved performance targets consistently for individual and team efforts.
- Defined verification methods for processing customer information.
Credit Card & Client Services
Kohl's Operations Center
San Antonio, TX
01.2020 - 09.2022
- Delivered prompt, accurate customer service, enhancing customer satisfaction.
- Resolved customer service queries efficiently, ensuring accurate information delivery.
- Recognized by management for providing exceptional customer service resulting in being one of the top 3 performers.
- Built customer confidence by actively listening to their concerns and giving appropriate feedback
- Educated customers on products and services related to Kohl's.com ecommerce orders, increasing their purchasing confidence.
- Monitored and validated individual transactions to ensure accuracy and compliance., reconciling customer accounts to identify fraud - suspicious activity, flagged certain transactions or accounts.com orders.
- Work closely with team members to deliver project requirements, develop solutions and meet deadlines.
Application Support Analyst
TEKsystems Inc. For Marriott International
San Antonio, TX
06.2019 - 12.2019
- Resolved issues related to group inventory, CITY/Marsha /Lightspeed communication, interfaces, reports, travel agencies, servers, guest reservations, scripting, and other hotel-related incidents within Lightspeed application and Linux.
- Delivered 1st level support to customers and partners in PC Windows environment, escalating issues to 2nd and 3rd level support as needed.
- Provided exceptional customer service and follow-up support for all customers.
- Ensured timely escalation of critical issues to senior staff and management.
- Queues management of incoming calls/message care. On average, 25 phone calls per day.
- Assisted other analysts with support issues and escalations.
- Executed tasks requested by Manager or Director.
IT Hotel Support Specialist
Accenture, LLC for Starwood Hotels and Resorts
San Antonio, TX
02.2014 - 03.2019
- Provide expert first level technical support for Starwood Brand Hotels.
- Professionally handle incoming telephone calls, chats and emails from Starwood employees.
- Troubleshot network connectivity issues to deliver seamless problem-solving responses for customers.
- Categorized, prioritized, resolved, and routed tickets to specialists for complex cases.
- Tracked and documented all activity via Service Now ticketing system, ensuring accuracy and accountability.
- Created IPS user accounts for employees to access necessary systems., reset passwords, set up printers for IPS reports, and forward pertinent information (outages, downtime) to all customers concerning IPS interfaces.
- Resolved rate and inventory discrepancies between PMS (Galaxy and Opera) and CRS (Valhalla), ensuring data synchronization.
- Navigate through multiple applications at a time to troubleshoot issues, multi-task in a fast-paced environment, while maintaining an emphasis on quality and customer satisfaction.
- Recognized by Accenture Infrastructure Outsourcing for earning QIP (quality integration program) for the client of Starwood.
IT Hotel Support Specialist
Comsys, A Manpower Group
San Antonio, TX
09.2009 - 02.2014
- Assisted Starwood Hotels and Resorts guests via Accenture service desk, enhancing customer satisfaction.
- Resolved account, reservation, and access issues using company support systems.
- Monitored and recorded incidents and requests in ticketing platform to maintain service quality.
- Coordinated with hotel teams and technical staff on escalated cases.
- Executed daily tasks on Starwood service desk account to ensure seamless operations.
Reservations Manager - Group Liaison
Crowne Plaza Hotels and Resorts
San Antonio, TX
10.2008 - 09.2009
- Facilitated communication between sales, convention services, and front office operations, entering all individual, group, VIP, and LNR reservations to enhance collaboration.
- Coordinated with sales and front desk to streamline booking processes.
- Analyzed booking trends to guide inventory management decisions.
- Processed third party billing and managed incoming reservations on a multi-line phone while balancing PMS and reservations systems daily.
- Utilized Holdex and Opera computer software to keep accurate records of revenue and booking levels.
- Lead Reservationist handled all reservation errors and or complaints.
- Assisted guests daily, providing exceptional service and effective problem- solving.
- Conducted regular meetings with the team of reservation agents to discuss performance.
Group Liaison
El Tropicano Holiday Inn
San Antonio, TX
03.2007 - 10.2008
- Interacted daily with sales, convention housing bureau, group leaders, and front office to ensure effective management of group and convention blocks.
- Coordinated communication among guests, departments, and hotel management at El Tropicano Holiday Inn to enhance service delivery.
- Scheduled meetings and coordinated event details with banquet and sales departments.
- Oversaw and organized reservations to ensure smooth guest check-in and accommodation. on a multiline phone.
- Set up Direct Billing Master Accounts and routing for all groups
- Ensure all incoming groups, individual reservations are entered correctly.
- Arranged guest requests, special services, and room needs with front desk staff.
Sales Administrative Assistant/Group Coordinator
Holiday Inn Select
San Antonio, TX
07.2000 - 03.2007
- Worked directly with the Director of Sales, Director of Catering and all Sales Managers.
- Prepared Sales Team reports for hotel resumé meetings. Liaison between the Sales Team, F&B and Front Office Operations.
- Handled sales correspondence for guest inquiries and events, enhancing communication for Holiday Inn Select.
- Arranged and confirmed sales appointments for the hotel team and maintained executive calendars for hotel team.
- Assisted sales managers with reports, presentations, and follow-up mailings.
- Supported guest room blocks and reservation details for corporate groups.
- Verified event charges and directed charges to the finance department.
Education
Some College (No Degree) - Kinesiology, Anatomy, Pathology And Health Hygiene
Academy For Massage Training Therapy
San Antonio, TX03-2012
High School Diploma -
Ralls High School
Ralls, TX05-1998
Skills
- Fraud investigation
- Application Support
- Technical support
- Customer service
- Customer inquiries
- Client communication
- Handling customer inquiries
- Client verification
- Account monitoring
- Transaction monitoring
- Fraud reporting
- Massage therapy
- Data analysis
- Risk assessments
- Problem resolution
- Help Desk
- Customer support ticket management
- Report writing
- Incident reporting
- Crisis management
- Data entry
- Microsoft Office
- Microsoft Excel
- Microsoft Word
- Microsoft PowerPoint
- Microsoft Outlook
- Google Workspace
- Microsoft Teams
- SharePoint
- ServiceNow
- Network Support
- Computer networking
- Windows
- Linux
- LAN
- WAN
- AWS
- HTML
- Desktop applications
- Productivity software
- Technical skills
- Software Troubleshooting
- Computer operation
- Computer literacy
- Computer skills
- Typing
- Faxing
- Photocopying
- Scanning
- File organization
- Filing
- Organizational skills
- Administrative expertise
- Office equipment routine maintenance
- Research
- Attention to detail
- Active learning
- Multitasking
- Task prioritization
- Executive administrative support
- Retail administration
- Finance administration
- Client outreach
- Order assistance
- Greeting customers
- Phone answering
- Cold calling
- Face-to-face communication
- Client assessment
- Client engagement
- Customer interactions
- Complaint resolution
- Stress management
- Active listening
- Basic math
- Analysis skills
- Report preparation
- Presentation software
- Shipping & receiving
- Inventory control
- Managing customer accounts
- Account management
- Account reconciliation
- Presentation software
- TMX
- Data analysis
- Technology administration
- Digestive system
- Circulatory system
- Musculoskeletal system
- Massage therapy
- Trigger point therapy
- Cash handling
- Phone communication
- Communication skills
- Schedule management
- Stress management
- TMX
- Communication skills
- Cash handling
- Client engagement
- Client assessment
- WAN
- Records management
- Scanning
- Fraud
- Filing
- Customer retention
- Linux
- Computer operation
- Microsoft Access
- Productivity software
- Report preparation
- Confidential information handling
- Schedule management
- Active listening
- Ethernet
Personal Information
- Driving License: Driver's License
- Work Permit: Authorized to work in the US for any employer
- Visa Status: Authorized to work in the US for any employer
Certification
- Massage Therapy License
- CPR Certification
- AED Certification
- Bloodborne Pathogens Certification
- First Aid Certification
- Driver's License
Timeline
Electronic Fraud Analyst
Citibank
09.2022 - 11.2025
Credit Card & Client Services
Kohl's Operations Center
01.2020 - 09.2022
Application Support Analyst
TEKsystems Inc. For Marriott International
06.2019 - 12.2019
IT Hotel Support Specialist
Accenture, LLC for Starwood Hotels and Resorts
02.2014 - 03.2019
IT Hotel Support Specialist
Comsys, A Manpower Group
09.2009 - 02.2014
Reservations Manager - Group Liaison
Crowne Plaza Hotels and Resorts
10.2008 - 09.2009
Group Liaison
El Tropicano Holiday Inn
03.2007 - 10.2008
Sales Administrative Assistant/Group Coordinator
Holiday Inn Select
07.2000 - 03.2007
Some College (No Degree) - Kinesiology, Anatomy, Pathology And Health Hygiene
Academy For Massage Training Therapy
High School Diploma -
Ralls High School