Rafael Palacios
Norcross,GA
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
11
11
years of professional experience
Work History
Production Assistant
WARNER BROS. DISCOVERY
10.2020 - Current
- Plan and prepare statistical and game day information for broadcast of the NBA on TNT & Major League Baseball (SAP)
- Coordinate advertisements with Associate Directors to ensure all sponsorships agreements are met during live national/regional/international broadcasts
- Collaborate with video and audio engineering to troubleshoot and resolve equipment issues prior to content delivery on air
- Work closely with sound engineering to ensure audio presentation is available in both HD and SD in U.S and Latin America regions
- Operate social media engagement during broadcasts and to ensure ON-AIR talent are consistently informed of incoming and evolving news and information revolving the sports medium
- Translate video clips from English audio to Spanish for NBA on TNT & Major League Baseball (SAP).
- Developed and maintained successful relationships with media professionals.
Senior Risk Transaction Analyst
FISERV
11.2018 - 05.2020
- Monitored and reviewed E-Commerce transaction data to detect all fraudulent activities for clients such as (McDonald’s / Academy Sports)
- Managed client relations by conducting daily and weekly calls with updates of detected fraud trends and presented solutions to minimize exposure
- Provided reporting on emerging fraudulent threats and vulnerabilities and assists to improve fraud detection accuracy
- Utilizing reports and other available data sources, conducted analysis of client's portfolio to identify fraud rings, schemes, and fraud patterns which may have gone undetected
- Managed SLAs for personal performance and overall fraud and false positive rates through effective management of transactional activity in numerous queues from a variety of clients
- Reviewed Visa and MasterCard reports and internal data science rule settings for suspicious activity associated with client transactional history
- Exercised solid judgment while examining, identifying, documenting behaviors and patterns
- Delegated positive customer experience by identifying legitimate registrations and transactions queued for review and releasing them for fulfillment in a timely manner, or if falsely declined, to work with the client and/or customer to restore the account in good standing.
Licensed Insurance Adjuster / Escalations Analyst / Customer Service Rep.
BRIGHTSTAR DEVICE PROTECTION
09.2013 - 11.2018
- Review and adjudicate all US and Canadian escalated claims or disputed service request results from claims process
- Work closely with account management to satisfy or resolve any and all partnering corporate requests
- Licensed adjuster for 48 states (minus California & Hawaii)
- Assist Asset Protection (Fraud Department) with investigating current and potential fraud associated with customer activity impacting service levels and with current carrier partners
- Provide live customer service assistance in association with corporate partners and escalated request by customer call center agents
- Conduct trainings and support for all new hires and current employees unfamiliar with program protection policy and procedures
- Replied to BBB complaints and provide creative customer solutions
- Helped in development of strategies and processes with management team to quickly resolve customer issues
- Reported issues to IT, operations and account managers for resolution and prevent escalations
- Obtained and maintained Insurance Adjuster license
- Monitored and reported escalation counts to the manager for the escalation team.
Education
No Degree - Communications And Marketing
Gordon State College
Barnesville, GA 05.2001 -
Skills
Customer Service Management
Account Management
Problem-Solving
Team Management
Time Management
Flexible and Adaptable
MS Office
Proficiency
- MS Office
- Windows XP
- Excel
- Power Point
Languages
Spanish
Professional Working
Timeline
Production Assistant
WARNER BROS. DISCOVERY
10.2020 - Current
Senior Risk Transaction Analyst
FISERV
11.2018 - 05.2020
Licensed Insurance Adjuster / Escalations Analyst / Customer Service Rep.
BRIGHTSTAR DEVICE PROTECTION
09.2013 - 11.2018
No Degree - Communications And Marketing
Gordon State College
05.2001 -
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