Victoria Gutierrez
San Antonio,TX
Summary
Adept at managing high-stress situations and resolving technical issues, I consistently exceeded performance metrics at GlowTouch and improved customer satisfaction at JP Morgan Chase Bank . Skilled in data entry and active listening, my background includes successful fraud recovery and customer service excellence, demonstrating a commitment to professionalism and client loyalty. I provide Friendly and empathetic with excellent communication skills, dedicated to providing outstanding service and support. Possesses solid understanding of customer needs and conflict resolution, coupled with strong problem-solving abilities. Aiming to build positive customer relationships and contribute to customer satisfaction and loyalty.
Overview
6
6
years of professional experience
Work History
Fraud Analyst
JP Morgan Chase Bank
San Antonio, TX
04.2025 - Current
- Conducted investigations into flagged transactions to identify patterns of fraudulent activity.
- Collaborated with cross-functional teams to assess risk and implement fraud prevention measures.
- Monitored account activity daily for signs of suspicious behavior, escalating concerns as necessary.
- Utilized data analysis tools to generate reports on trends in fraud occurrences and recovery efforts.
- Managed inbound customer inquiries, providing accurate information and resolving issues efficiently.
- Documented customer interactions diligently in the case management system for future reference.
Customer Service Representative
GlowTouch
San Antonio, TX
04.2023 - 06.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Fraud Recovery Specialist
TaskUs
San Antonio, TX
02.2022 - 10.2023
- Managed high-profile cases effectively, resulting in successful recovery efforts and satisfied clients.
- Analyzed data from various sources to identify unusual activity indicative of potential fraud or theft.
- Provided exceptional support to affected customers, guiding them through the recovery process and offering solutions for future protection.
- Maintained accurate records of all cases handled under my purview, allowing for easy retrieval when needed.
- Conducted regular audits on accounts flagged as high-risk, mitigating possible losses due to undetected fraudulent activities.
- Enhanced customer satisfaction levels with prompt resolution of disputed transactions.
Technical Support Representative
IBEX Global
San Antonio, TX
12.2019 - 02.2021
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
Education
No Degree - Cosmetology
Paul Mitchell The School
San Antonio, TX11.2022
High School Diploma -
Brennan High School
San Antonio02.2018
Skills
Data entry
Active listening
Microsoft Excel
Call management
Appointment scheduling
Customer service
Critical thinking
High Volume expert 100 day [ Inbound & Outbound]
De-escalation techniques
Money handling
Multitasking Abilities
Timeline
Fraud Analyst
JP Morgan Chase Bank
04.2025 - Current
Customer Service Representative
GlowTouch
04.2023 - 06.2024
Fraud Recovery Specialist
TaskUs
02.2022 - 10.2023
Technical Support Representative
IBEX Global
12.2019 - 02.2021
No Degree - Cosmetology
Paul Mitchell The School
High School Diploma -
Brennan High School