Jorge Fallas Email & Phone Number

Costa Rica

- Monitoring incoming customer case volumes Queues and assigns service requests (cases) to appropriate engineers, based on pre-defined prioritization guidelines and engineers’ skills, taking customers’ needs and other urgencies into consideration.- Supporting engineers with case related operational activities such as engaging other teams- Point of Contact regarding supportability and team availability for inter-team collaborations requests-Review of the business's performance on a monthly basis with seniors and managers

Costa Rica

• Provide first support level to all the Western Union employees using ITIL methodology • Support internal and external applications like Microsoft Office package, VPN, and Hadoop, Access and others. • To be the point of contact in the account management in Active Directory for all the domains available inside of the company and others accounts like AS400, Mobile Iron, OnDemand, Cherwell and so others.• Updating Knowledge Base documentation

Costa Rica

-Communicate with Western Union customers as needed to verify details regarding specific money as well as support WU.com customers with their identity verification ensuring that Compliance regulations are met.-Analyze digital transactions to make sure that no fraudulent activity is involved.-Resolve problems and decide when to escalate a case or to proceed with the regular transaction/customer profile verification handling procedures.-Skilled in Risk Assessment, and be able to provide an excellent customer experience.

Works as a Collector specialist, call customers to collect a debt, also receive inbound call to deliver customer service to customers that want to pay or receive information regarding their bank account

Costa Rica

First level of Technical support with a customer service level to deliver assistance regarding cable, telephony and Internet services.

High School Diploma

Tecnico En Desarrollo Software, Computer Software Engineering

Currently in course