Salvador Velasquez
STOCKTON,CA
Summary
Proficient in risk assessment and fraud investigation, successfully identifying trends and escalating issues as necessary. Engaged in content moderation by evaluating user reports and reviewing decisions made by peers, ensuring compliance with platform policies. Delivered effective communication strategies during escalations, facilitating resolution between clients and internal teams. Strong organizational skills complemented by the ability to multitask in fast-paced environments, enhancing overall operational efficiency. A strong knowledge of AppleCare policies, procedures and support tools
Overview
16
16
years of professional experience
Work History
Apple Service Support Link
Apple
STOCKTON
05.2022 - Current
- Investigated suspicious transactions, identified potential fraud patterns, and reported findings to the management team.
- Provided recommendations for improvements in existing processes to reduce the risk of future fraud incidents.
- Evaluated user reports of inappropriate content or behavior on the platform.
- Reviewed moderation decisions made by other moderators.
- Gift card global support.
- Tax Refunds for USA, Canada
Media Service Support
Apple
STOCKTON, CA
07.2009 - 05.2022
- Identified needs of customers promptly and efficiently.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Mentored and supported team members, fostering skill development and improving overall team performance and collaboration.
- Developed effective communication plans between clients and internal teams during an escalation situation.
Education
Associate of Science - Computer And Information Systems
Heald College
CA09-2008
Skills
- Fraud investigation
- Risk assessment
- Customer service
- Data analysis
- Process improvement
- Gift card support
- Content moderation
- User report evaluation
- Innovation and creativity
- Coaching or training experience
- strong knowledge of AppleCare policies, procedures and support tool
- Identifying and escalating new trends
- Strong organizational and multitasking abilities
- Strong interpersonal skills
Languages
Spanish
Professional
Timeline
Apple Service Support Link
Apple
05.2022 - Current
Media Service Support
Apple
07.2009 - 05.2022
Associate of Science - Computer And Information Systems
Heald College