Ron Pena
North Las Vegas,NV
Summary
Proven leader in fraud prevention and customer service excellence in Philippines Business Process Outsourcing. Streamlined onboarding and compliance processes, enhancing client satisfaction and operational efficiency. Skilled in data analysis and effective communication, achieving significant reductions in fraud incidents. Demonstrates exceptional time management and attention to detail, driving successful outcomes in high-pressure environments.
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
8
8
years of professional experience
Work History
Fraud Team Lead
Ubiquity Global Services Philippines
07.2022 - 05.2023
- Delivered regular updates to our clients from the First National Bank of Omaha and its partner, Greenlight.
- Streamlined communication channels, facilitating prompt resolution of identified risks and issues.
- Conducted detailed audits to evaluate compliance.
- Established strong partnerships with team members.
Customer Service Representative
TaskUs
09.2021 - 07.2022
- Handled customer inquiries and suggestions courteously and professionally for our client Novi Financial, a digital wallet subsidiary of Facebook / Meta.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Onboarding Manager
Next Order (Australia)
01.2020 - 04.2020
- Streamlined onboarding processes for new clients (restaurant owners, managers, and chefs)
- Conducted thorough needs assessments to identify gaps in existing onboarding resources, leading to improvements in content and delivery methods.
- Established strong relationships with clients and third-party vendors
Sales Operations Coordinator
Bensussen Deutsch & Associates Inc.
04.2018 - 06.2019
- Assisted in developing successful pricing strategies to increase overall profitability.
- Maintained detailed records of all client interactions, ensuring consistent service delivery across the organization.
- Reduced errors in order processing through meticulous attention to detail and strict adherence to guidelines.
Fraud Analyst
Kohls Department Store
08.2015 - 04.2018
- Evaluated customer data to identify and prevent fraudulent activities.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Tracked fraud cases and monitored trends to develop strategies for prevention.
Education
Associate of Science - Computer Technology
St. Anthony College
Calapan City, Philippines04.2007
Skills
- Time Management Efficiency
- Effective Communication Techniques
- Attention to Detail Focus
- Decision-Making Competence
Timeline
Fraud Team Lead
Ubiquity Global Services Philippines
07.2022 - 05.2023
Customer Service Representative
TaskUs
09.2021 - 07.2022
Onboarding Manager
Next Order (Australia)
01.2020 - 04.2020
Sales Operations Coordinator
Bensussen Deutsch & Associates Inc.
04.2018 - 06.2019
Fraud Analyst
Kohls Department Store
08.2015 - 04.2018
Associate of Science - Computer Technology
St. Anthony College
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