Roberto Alvarez
Green Cove Springs,FL
Summary
Results-driven professional with a proven track record in analytical skills and customer service excellence. Adept at utilizing sound judgment and investigative tools to establish and execute effective investigative plans. Delivers personalized service through various channels. Strong background in vendor relations and financial processes, demonstrating analytical prowess in auditing and compliance assessments. Bilingual, dedicated, and ready to contribute analytical insights to the success of the next team.
Overview
12
12
years of professional experience
Work History
Fraud Analyst
Ally Financial Inc.
05.2022 - Current
- Reduce fraud losses by implementing effective fraud prevention strategies and monitoring systems via inbound calls.
- Prepared confidential independent investigative reports, contributing to a 15% improvement in fraud detection accuracy.
- Initiate and successfully conclude 20+ investigations monthly, gathering facts and analyzing data using back-end customer profile and transactional systems.
- Collaborate with cross-functional teams to develop comprehensive anti-fraud policies and procedures.
Customer Care Representative
Ally Financial Inc.
05.2021 - 05.2022
- Handled an average of 40 calls per day.
- Established rapport and maintained a positive, friendly attitude to assist customers with their banking needs.
- Delivered personalized customer service through various channels, including inbound calls and secure messaging.
- Contributed to team success, consistently achieving call center performance metrics.
Vendor Connections Specialist
Kehe Distribution
03.2018 - 05.2021
- Strengthened vendor relationships by maintaining open communication and promptly addressing any concerns or issues.
- Conducted audits of financial processes for accuracy and assessed vendor services for compliance with company policies.
- Handled up to 50 vendor inquiries/requests per day via email or phone call.
- Contributed to training new employees.
Customer Care Specialist
KeHE Distributors LLC
06.2017 - 03.2018
- Assisted the Customer Care Center with functions related to orders and customer service.
- Evaluated customer information, resulting in a 10% reduction in order processing time.
- Improved team performance by sharing knowledge and best practices with colleagues in regular training sessions.
- Handled customer inquiries and placed phone orders, averaging 40 calls per day.
ESL Teacher
CEVAZ
08.2011 - 03.2016
- Increased student proficiency in English by creating engaging and interactive classroom activities.
- Enhanced students'' speaking skills through regular practice and focused feedback during conversation sessions.
- Supported language development for non-native speakers by providing one-on-one tutoring sessions tailored to individual needs.
- Planned, organized, and served as a guide in the language acquisition process for groups of up to 25 students.
Education
Bachelor of Arts - Foreign Languages Education
University of Zulia
Venezuela12.2013
Languages
Spanish
Native or Bilingual
Timeline
Fraud Analyst
Ally Financial Inc.
05.2022 - Current
Customer Care Representative
Ally Financial Inc.
05.2021 - 05.2022
Vendor Connections Specialist
Kehe Distribution
03.2018 - 05.2021
Customer Care Specialist
KeHE Distributors LLC
06.2017 - 03.2018
ESL Teacher
CEVAZ
08.2011 - 03.2016
Bachelor of Arts - Foreign Languages Education
University of Zulia
Similar Profiles
Karl SaxeKarl Saxe
Lead Director, Digital Product at Ally Financial, Inc - Ally Credit Card (formerly Fair Square Financial, LLC)Lead Director, Digital Product at Ally Financial, Inc - Ally Credit Card (formerly Fair Square Financial, LLC)
Alexis wintersAlexis winters
QA Analyst at Ally Financial Inc.QA Analyst at Ally Financial Inc.
Louis WilliamsLouis Williams
Consumer & Commercial Banking Rotational Analyst at Ally Financial Inc.Consumer & Commercial Banking Rotational Analyst at Ally Financial Inc.
Shelby JohnsonShelby Johnson
SR. CUSTOMER ADVOCACY MANAGER at Ally Financial Inc.SR. CUSTOMER ADVOCACY MANAGER at Ally Financial Inc.
Christopher WhitingChristopher Whiting
District Manager at ADT SecurityDistrict Manager at ADT Security