Edgar Garcia Email & Phone Number

Monterrey, N.L., MX

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Manage the North America Credit Card Fraud team in charge of fraud detection and prevention for orders placed online or by the inbound sales teams.

As the Staff Analyst for North America GSC I was in charge of reporting performance results for the Customer Support Operation teams (Order Entry, Billing, Returns, etc) directly to the GSC Directors, maintained processes and procedures updated and aligned to be audit compliant.

Monitored real time call volume of inbound call traffic, performed forecasts of calls volume, scheduled the staff, and monitored the real time activity to ensure optimum efficiencies. To ensure acceptable service levels, abandon rates, and active rates. Monitored and adjusted staffing resources to meet call volume demands and performance goals.