Nadine Bohórquez Email & Phone Number

San Francisco, Ca, Us

San Francisco Bay Area

San Francisco Bay Area

-Reviewed thousands of Square merchant accounts and real-time payments for signs of FakeAccount/Bad Actor fraud, Buyer Fraud, Collusive behavior, Credit Risk and Account Takeoverscenarios. -Leveraged internal and external data resources, payment signals and third party tools to investigate merchant and buyer behavior for the goal of mitigating chargeback loss tothe company. -Regularly surfaced insights, patterns, trends and M.Os in fraudulent behavior, while maintaining contact with Risk Analytics teams to provide feedback and improve flagging strategies (e.g. rule creation suggestions). -Reviewed 28k merchant accounts for fraud and risk and cumulatively saved the company $700k in chargeback loss GPV. -Analyzed complex sets of documentation provided by Square merchants to identify either legitimacy or fraud. -Handled inbound and outbound inquiries from merchants who were flagged for risky behavior. -Trained new team members across distributed workforce on how to identify key merchant-fraud and buyer-fraud signals. -Educated Square merchants on how to protect themselves and their businesses. -Provided direct solutions to victims of Account Takeover and created remediationpathways for complex situations that arise from these scenarios.

San Francisco Bay Area

-Answer all seller inquiries via calls and CRM tool, or transfer calls to appropriate individuals or teams.-Collaborate on cross-functional projects with members of Customer Success, Disputes, Credit Risk, and Fraud departments. -Train all Recovery representatives in functions of role responsibilities. Acts as a mentor to newer Recovery members. -Created a landing page for Recovery as a guide for members of other teams within Square. -Successfully launched engagement email campaigns to Seller audiences through Taxi and Jumbotron programs. -Managed and launched a lucrative pilot program to a select amount of Sellers. Directly responsible for analyzing candidates for this program and for making account level decisions based on recognizable trends.

San Francisco Bay Area

-Managed a daily queue of IT Service Desk tickets and delegated tasks to members of the team for completion-Subject matter expert (SME) in conference room administration specializing in knowledge of video conferencing support and creation for all Intuit sites domestic and international-Supported over 200 internal applications for over 8,000 Intuit employees-Used Active Directory and Computer (ADUC) and Exchange Management Console (EMC) to maintain user and email accounts-Used remote applications such as LogMeIn, Bluejeans, and LanDesk to troubleshoot and solve employee issues-Knowledge base author of internal processes documentation and mentored incoming Service Desk Analysts-Maintained and consistently completed cases within Service Level Agreement (SLA)-Provided on-site and remote support via calls, chat, and web tickets (daily volume of 500 contacts)

San Carlos, Ca

-Assisted with mentoring and training of new employees-Resolved escalations, complaints, internal errors, documentation, CAPA's,HIPPA-Resolved escalated customer complaints and issues-Communicated with Field Specialists/IVF Specialists regarding accounts andcases via Salesforce Desk.com-Set up of IVF clinics and managed accounts-Performed both written and verbal communication with domestic andinternational customers via Salesforce Desk.com-Communicated effectively with medical professionals, patients, and laboratory staff-Assisted in facilitating the completion of test orders of submitted samples-Obtained missing information and completed review of patient accounts-Consistently met productivity expectations-Kept records of customer interactions or transactions, recorded details ofinquiries, complaints, or comments, as well as actions taken

-Generated sales and provided client support in a fast paced setting to local businesses and the general public-Gained knowledge in various operating systems and emerging products in the telecommunications industry-Interfaced with AT&T clients to provide solution-based service-Reconciled daily sales and prepared end of day transaction reports-Consistently received excellent customer reviews for my service