Roy Perez
Charlotte,NC
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
7
7
years of professional experience
Work History
Director of Customer Care
Chick-fil-A Restaurants
04.2023 - Current
- Participating operationally in day to day activities in high-volume fast-paced restaurant, Grow and maintain Customer Experience Models to 80% or higher, Assist HR in helping create models and process to help retention, Execution of serving Great Food, Execution of serving guests with Genuine Hospitality, Execution of leading a Clean and Safe environment, Execution of leading shifts with Fast and Accurate Service, Offer the Team encouragement to stay true to 2nd Mile Service goals, Offer immediate/respectful response to Guest's needs, Assist in training of new hires, set the tone for a shift, act as a role model for the team, Be a friendly encouraging leader to help team members excel on daily tasks, Count Drawers and Finalizing Day
Fraud Agent
TD Bank
02.2023 - 11.2023
- Requires working knowledge and skills in a range of products and services, processes, procedures and systems in a set of focus areas, where transactions could be characterized by moderate risk
- Gathers and analyzes data to identify and solve problems, escalates as appropriate
- Uses judgement and understanding of process/policy risk when recommending exceptions outside general practices or guidelines.
Fraud and Claims Operations Associate
Wells Fargo
01.2021 - 12.2022
- Ability to develop and negotiate solutions to issues with partners or clients including escalations as needed, ability to identify potential fraud/risky accounts and take appropriate action to prevent loss
- Ability to meet or exceed business goals and objectives, while fostering a team atmosphere, ability to provide strong customer service while listening, eliciting information efficiently, comprehending, and resolving escalated and complex customer issues
- Ability to make timely and independent judgment decisions while working in a fast-paced and results-driven environment
- Strong analytical skills with high attention to detail and accuracy, ability to organize and manage multiple priorities.
- Conducted comprehensive claim investigations, gathering all relevant information to make accurate determinations.
Retail Store Manager
Mobile store operators
02.2020 - 12.2020
- Responsible for managing a team of sales associates which includes setting and maintaining schedules, monitoring and coaching performance, recruiting and training proactively, recommending disciplinary action as required, managing inventory and assets, and professionally interacting with carrier partners.
Retail Store Manager
Prime Communications
07.2017 - 12.2019
- Responsible for the overall sales and operational standards of the location that they are assigned, lead personnel and drive success across all levels of performance, Consistently demonstrate excellent leadership and coaching skills by inspiring, engaging, and motivating team to succeed, Be the first point of contact to resolve or escalate any billing/service issues appropriately while communicating discrepancies regarding inventory, fraud, etc.
Education
Bachelor of Science - Business
University of Phoenix
Associate of Arts - Accounting
University of Phoenix
High School Diploma -
North Mecklenburg High School
Huntersville, NC01.2014
Skills
- Complaint Handling
- Customer Support
- Customer service background
- Excellent problem-solving abilities
- Bilingual: (Spanish- Fluent)
Timeline
Director of Customer Care
Chick-fil-A Restaurants
04.2023 - Current
Fraud Agent
TD Bank
02.2023 - 11.2023
Fraud and Claims Operations Associate
Wells Fargo
01.2021 - 12.2022
Retail Store Manager
Mobile store operators
02.2020 - 12.2020
Retail Store Manager
Prime Communications
07.2017 - 12.2019
Bachelor of Science - Business
University of Phoenix
Associate of Arts - Accounting
University of Phoenix
High School Diploma -
North Mecklenburg High School
Similar Profiles
Knia AdderleyKnia Adderley
Key Holder Leader at Chick-Fil-A, Chick-Fil-A RestaurantsKey Holder Leader at Chick-Fil-A, Chick-Fil-A Restaurants
Jeanette PierceJeanette Pierce
Team Member at Chick-fil-A RestaurantsTeam Member at Chick-fil-A Restaurants
Logan J. AllanLogan J. Allan
Chick-Fil-A Team Member at Chick-fil-A RestaurantsChick-Fil-A Team Member at Chick-fil-A Restaurants
Andrew SierawskiAndrew Sierawski
Senior Director / Financial Director at Chick-fil-A RestaurantsSenior Director / Financial Director at Chick-fil-A Restaurants
MARSALA KRUPPMARSALA KRUPP
Flight Attendant at PSA AirlinesFlight Attendant at PSA Airlines