Rosalva Vidaurri
San Benito,Tx
Summary
Customer-focused professional with proven track record of exceeding customer expectations and providing exceptional service. Excellent communication skills, with the ability to quickly develop rapport with customers and resolve complex service issues. Skilled in using CRM and help desk software to effectively manage customer accounts, troubleshoot technical issues, and resolve escalated customer complaints.
Overview
6
6
years of professional experience
Work History
Fraud Specialist
Advanced Call Center Technologies LLC
08.2022 - 07.2025
- Improved customer trust by promptly addressing and resolving reported instances of fraud.
- Conducted thorough investigations into suspected fraudulent activities, resulting in timely resolution of cases.
- Reduced instances of fraud by implementing comprehensive detection and prevention strategies.
- Maintained detailed records of all detected fraud incidents for future reference and analysis.
- Identified trends in fraudulent activities through data analysis, which informed updates to anti-fraud strategies.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Advised senior management on fraud risk management strategies, influencing company-wide policies.
- Enhanced detection of synthetic identity fraud through targeted analysis and pattern recognition.
- Oversaw daily fraud monitoring activities, ensuring continuous protection for customers.
- Tracked fraud cases and monitored trends to develop strategies for prevention.
- Summarized all key information regarding investigation into detailed report for delivery to client.
CUSTOMER RETENTION SPECIALIST
Spectrum
03.2022 - 08.2022
- Influenced customers to recognize value of products or services and identify new opportunities.
- Conducted call de-escalations to effectively assist upset customers.
- Retained client's business by promptly implementing solutions that drove satisfaction.
- Asked probing questions to gain understanding of customer's needs.
- Gave accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints.
- Handled escalated calls professionally by listening carefully to the needs of each individual customer before offering appropriate solutions.
RECEPTIONIST
M&M Pediatrics
08.2020 - 02.2021
- Used proper telephone etiquette, answered calls and caller questions, and transferred to proper extensions.
- Delivered accurate phone messages to personnel with legibly written call-back numbers and names.
- Used sign-in sheets and other check-in procedures to track visitors on premises.
- Operated multi-line telephone system to answer incoming calls and accurately direct callers to appropriate employees.
- Handled cash and credit card payments with accuracy.
- Followed scheduling guidelines to maximize efficiency when booking meetings or external events.
SALES REPRESENTATIVE MANAGER
KCI Wireless
06.2019 - 07.2020
- Analyzed sales data to identify trends and make recommendations for improvement.
- Managed customer accounts and customer relationships.
- Traveled for in-person meetings with customers and partners, developing key relationships.
- Managed sales team activities by evaluating needs of each territory and participating in sales calls.
- Applied different approaches to changing work demands and to meet sales challenges.
- Held daily check-ins with team members to set objectives and monitor progress.
- Provided feedback gathered through field activity to executive leadership, helping inform future of strategy.
- Researched market trends to remain current with industry and competitor information.
Education
HIGH SCHOOL DIPLOMA - undefined
Simon Rivera High School
Brownsville, TX06.2014
Skills
- Customer Service
- Outstanding Interpersonal Skills
- Negotiation Abilities
- Excellent Communication Skills
- Call Control
- Microsoft Office
- Client Inquiries
- Telephone Etiquette
- Professional Relationships
- Fraud prevention
- Banking operations
- Fraud detection
- Fraud patterns
- Fraud identification
- Professionalism
LANGUAGES
English - Fluent
Spanish - Fluent
Timeline
Fraud Specialist
Advanced Call Center Technologies LLC
08.2022 - 07.2025
CUSTOMER RETENTION SPECIALIST
Spectrum
03.2022 - 08.2022
RECEPTIONIST
M&M Pediatrics
08.2020 - 02.2021
SALES REPRESENTATIVE MANAGER
KCI Wireless
06.2019 - 07.2020
HIGH SCHOOL DIPLOMA - undefined
Simon Rivera High School