Omar I. Email & Phone Number

Buenos Aires Province, Argentina

Delaware, United States

Delaware, United States

Financial crime prevention and mitigation.Detection and analysis. Disruption and correction. Reporting.- Design of anti-fraud technology, rules, controls, and policies.- Fraud patterns seeking: SQL queries. Profile and transaction analysis. Identity verification.- Suspicious activity alerts design and review.- External and internal client's fraud/suspicious activity report processing.- Monitoring and disruption of fake domains and brand impersonating phishing sites.- Account takeover remediation.- Chargeback risk analysis.- Data analysis and visualization.- Collaborate with other Compliance teams (KYC, AML).- Escalate cases to be filed for SAR.- Work with third party vendors and stakeholders to meet anti-fraud needs.

Delaware, United States

Customer service processes improvement analyst:- Analysis and improvement of the CX.- Configuration of automations to optimize processes and workflows in customer service software (Freshworks/Freshdesk/Freshchat).- Construction of logical flows for customer service through a bot. Pre-service of a bot for each process, with hand over to agents according to the client's requirement.- API configuration for the automatic creation of support tickets by a bot.- Configuration and optimization of helpdesk for customer service through support tickets and live chat (schedules, teams, agents, ticket fields, ticket status, automatic system communications, languages, translations, customer database, automations).- Configuration of rules for the automatic assignment of tickets to the different teams according to the requirement (categories, keywords) and customer segments.- Mass proactive communications to engage with clients.- Creation of queries in SQL for data management and analysis (Redash/Google Sheets).- Project planning.- Creation of scorecards and campaigns for the evaluation of the quality of attention through support tickets.- Agent evaluation, measuring the quality of customer service with the use of scorecards (Playvox).- Monitoring and analysis of KPIs for the team's performance.- Team training for customer service through tickets and live chat.- Training for new hires.- Creation, revision and translation of help articles in helpdesk.- Creation, review and translation of pre-designed responses for attention through support tickets and live chat.- Communication with foreign providers for the reporting and solution of errors in the tools used to provide support to customers.- Documentation of processes and creation of manuals.

Delaware, United States

Customer service specialist:Execution of actions aimed at promoting business growth through associations.Attention to premium customer segment through support tickets and email. Resolution of problems with user accounts. Support and resolution of issues during the account verification process and other special situations. Data Analysis and management. Search for continuous improvement of processes. Process documentation.

Delaware, United States

Customer service through support tickets and email. Management of user accounts, registration and cancellation, personal and business profile data. Analysis and approval of identity and company documents. Management and resolution of problems associated with payment methods, two-factor authentication and user credentials. Advice to the user.