Shakira Santana Salazar
Cranston,RI
Summary
Proven specialist with a robust background at Santander Bank US, adept in AML compliance and bilingual customer service. Excelled in reducing fraud losses and enhancing online banking experiences through strategic problem resolution and exceptional communication abilities. Demonstrated success in leveraging organizational skills to optimize operations and improve customer satisfaction.
Overview
5
5
years of professional experience
Work History
Fraud Operations Specialist
Santander Bank Us
East Providence, RI
07.2022 - Current
- Optimized resource allocation by prioritizing high-risk cases for immediate attention and action
- Reduced fraud losses by implementing effective detection strategies and monitoring systems
- Conducted in-depth analysis of transaction data to identify trends, patterns, and anomalies indicative of fraudulent activity
- Minimized losses due to fraud incidents by swiftly identifying patterns of suspicious behavior and taking appropriate action, such as freezing accounts or contacting authorities when necessary
- Reviewed and analyzed daily reports on suspicious activity, utilizing critical thinking skills to identify patterns and prioritize investigations accordingly
- Provided exceptional customer service during sensitive situations involving identity theft or account compromise while preserving customer trust in the company's security measures.
Online Banking Specialist
Santander Bank Us
East Providence, RI
03.2021 - 07.2022
- Conducted troubleshooting and resolved technical issues, ensuring a seamless online banking experience for customers
- Aided in the successful onboarding of new online banking users through clear guidance and personalized support
- Assisted clients in navigating the online banking platform, leading to increased usage and efficiency
- Educated customers on online banking and mobile banking applications.
Bilingual Customer Service Representative
Santander Bank Us
East Providence, RI
10.2020 - 03.2021
- Assisted customers with Spanish-language inquiries in a timely and professional manner
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers
- Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.
Teachers Assistant
Achievement First luminar Mayoral Academy
Cranston, Rhode Island
10.2019 - 10.2020
- Oversaw students in classroom and common areas to monitor, enforce rules, and support lead teacher
- Supported student learning objectives through personalized and small group assistance
- Worked with lead teacher to monitor class schedule and take attendance
- Documented student progress and communicated with parents to keep informed
- Supported classroom maintenance and upkeep, organizing books and materials.
Skills
- AML compliance knowledge
- Communication abilities
- Organizational abilities
- Decision-Making Competence
- Customer Service
- Fluent Bilingualism
- Active Listening
- Problem Resolution
Timeline
Fraud Operations Specialist
Santander Bank Us
07.2022 - Current
Online Banking Specialist
Santander Bank Us
03.2021 - 07.2022
Bilingual Customer Service Representative
Santander Bank Us
10.2020 - 03.2021
Teachers Assistant
Achievement First luminar Mayoral Academy
10.2019 - 10.2020