Steven Hernandez
San Benito,TX
Summary
At Advanced Call Center Technologies LLC, I spearheaded fraud prevention and data analysis initiatives, significantly enhancing operational efficiency and customer satisfaction. Expert in cybersecurity and adept at team development, my strategic approach reduced investigation times and improved decision-making processes. My leadership ensured the seamless integration of cutting-edge security measures, demonstrating exceptional problem-solving and analytical skills. 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
4
4
years of professional experience
Work History
Fraud Servicing
Advanced Call Center Technologies LLC
01.2024 - Current
- Managed a team of service professionals, ensuring timely completion of tasks while maintaining high-quality standards.
- Established strong rapport with key stakeholders through effective communication, ultimately leading to better cooperation and alignment of objectives.
- Collaborated with other departments to optimize workflow processes, improving cross-functional communication and overall efficiency.
- Reduced client complaints by proactively identifying potential issues and taking corrective action before escalation.
- Enhanced customer satisfaction by promptly addressing inquiries, resolving issues, and providing clear communication.
- Maintained accurate records of all client interactions and transactions, ensuring timely access to critical information for decision-making purposes.
Fraud Investigator
Advanced Call Center Technologies
10.2020 - Current
- Performed detailed background checks on individuals suspected of fraudulent activity to gather critical information needed for successful investigations.
- Provided exceptional customer service to clients affected by fraudulent activities, addressing their concerns while maintaining compliance with regulatory guidelines.
- Maintained a high level of confidentiality when handling sensitive information, protecting both company reputation and client privacy.
- Identified potential risks by conducting thorough investigations and analyzing transaction patterns.
- Kept current with industry best practices and attended professional development events to maintain expertise in fraud investigation techniques.
- Interviewed witnesses thoroughly, asking appropriate questions to ascertain critical details about each case.
- Summarized all key information regarding investigation into detailed report for delivery to client.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
Data Analyst and Reporting
Advanced Call Center Technologies LLC
09.2023 - 01.2024
- Created various Excel documents to assist with pulling metrics data and presenting information to stakeholders for concise explanations of best placement for needed resources.
- Improved decision-making processes with accurate data analysis and visualization techniques.
- Utilized data visualization tools to effectively communicate business insights.
- Participated in requirements meetings to understand business needs.
- Used statistical methods to analyze data and generate useful business reports.
- Extracted and interpreted data patterns to translate findings into actionable outcomes.
- Identified, analyzed and interpreted trends or patterns in complex data sets.
- Upheld security and confidentiality of documents and data within area of responsibility.
- Streamlined data processing for faster results by implementing advanced analytics tools.
Education
Associates In Cyber Security Technology -
Texas State Technical College - Harlingen
Harlingen, TX12.2024
Skills
- Task Delegation
- Computer Skills
- Problem Resolution
- Managing Operations and Efficiency
- Documentation And Reporting
- Open Source Security Tools
- Azure Security Technologies
- Cybersecurity risk
- Security Roles Configuration
- Cyber Threat Intelligence
- Cisco Networking
- TCP and IP Networking
- Firewall Configuration and Management
- Linux command line
- Python Programming Expertise
- Basic Python knowledge
- Bash and Python
Languages
Spanish
Professional Working
Timeline
Fraud Servicing
Advanced Call Center Technologies LLC
01.2024 - Current
Data Analyst and Reporting
Advanced Call Center Technologies LLC
09.2023 - 01.2024
Fraud Investigator
Advanced Call Center Technologies
10.2020 - Current
Associates In Cyber Security Technology -
Texas State Technical College - Harlingen
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