Summary
Overview
Work History
Education
Skills
Timeline
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Stephanie Ramirez

San Antonio,TX

Summary

Knowledgeable and dedicated customer service professional with extensive experience in Customer service, Fraud & Disputes industry, Remote work. Self-Sufficient and Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

13
13
years of professional experience

Work History

Card Services Representative

PSCU
11.2022 - Current
  • Remote based call center for many financial institutions.
  • Various inbound calls including; Balance inquiries, lost/stolen reports, mobile wallet activations, credit card balance consolidation, payments, reporting fraud/ merchant billing disputes, and any card maintenance,
  • Maintained compliance with federal and state laws and company policies and procedures.
  • Communicated with customers on phone about accounts.
  • Took ownership of mistakes and problems until issue resolved to customer's satisfaction.
  • Developed and retained customer relationships through active listening and using defined processes to address customer needs.
  • Must be empathetic and pay close attention to detail, making sure to go above and beyond for every member
  • Utilize knowledge HUB and multiple applications to find solutions to member issues.
  • Must adhere to schedule, performance, and quality metrics.


Fraud Specialist

Citibank
09.2021 - 09.2022
  • Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
  • Performed risk assessments to determine level of fraud risk and prioritize investigations.
  • Evaluated customer data to identify and prevent fraudulent activities.
  • Developed and implemented procedures to detect and prevent fraud.
  • Contacted customers directly to notify of fraudulent activity and minimize impacts.
  • Must adhere to schedule, performance, and quality metrics, respond promptly to emails and approved team chats.

Dispute & Fraud Analyst

Wells Fargo
09.2019 - 03.2021
  • Inbound & Outbound call center
  • Adhered to department processes, procedures and goal expectations for case investigations.
  • Analyzed, researched and resolved debit card merchant billing disputes & fraud claims within required timeframes.
  • Kept up to date on industry information, system changes, network rules and compliance issues.
  • Used sound judgment and available resources to make well-informed decisions for case approval or denial.
  • Interacted with law enforcement agencies, merchants and persons of interest to obtain and review dispute information.
  • Advised parties on dispute resolution processes, policies and procedures, helping disputants make informed choices.
  • Skilled at working independently and collaboratively in a team environment.
  • Self-motivated, with a strong sense of personal responsibility.

Retail Banker

Woodforest National Bank
11.2018 - 09.2019
  • Identified, marketed and recommended bank products and services to achieve individual sales.
  • Welcomed customers warmly to meet banking service and transactional needs with seamless execution.
  • Offered clients advice and guidance on digital and self-serve options to make banking easy, simple and fast.
  • Engaged customers in needs-based conversations to identify opportunities and address banking plans and credit card needs.
  • Reached out, generated appointments and built new relationships to grow business.
  • Assisted customers with banking needs and inquiries.
  • Processed applications for new accounts.
  • Educated customers on online banking and mobile banking applications.
  • Counted, verified and handled bank deposits and armored car transactions.
  • Cross-sold credit cards, loans and other bank products.

Assistant Store Manager

GameStop
11.2010 - 11.2018
  • Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
  • Rotated merchandise and displays to feature new products and promotions.
  • Walked through store areas to identify and proactively resolve issues negatively impacting operations.
  • Maintained positive customer relationships by responding quickly to customer service inquiries.
  • Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
  • Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
  • Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
  • Provided weekly work schedules to employees to accommodate business demands and vacation requests.

Education

High School Diploma -

Frank M. Tejeda Academy
San Antonio, TX
06.2007

Skills

  • High-Volume Environments
  • Call Control
  • Workflow Processes
  • GL Entries
  • Quality Processes
  • Microsoft Office
  • Claim Management
  • Customer Relationship Management
  • Call Volume and Quality Metrics
  • Fraud Patterns

Timeline

Card Services Representative

PSCU
11.2022 - Current

Fraud Specialist

Citibank
09.2021 - 09.2022

Dispute & Fraud Analyst

Wells Fargo
09.2019 - 03.2021

Retail Banker

Woodforest National Bank
11.2018 - 09.2019

Assistant Store Manager

GameStop
11.2010 - 11.2018

High School Diploma -

Frank M. Tejeda Academy
Stephanie Ramirez