-As a Customer & Business Assurance, I've been acquiring experience in risk management, internal control, compliance, fraud prevention, and auditing for the financial service industry. In order to provide outstanding performance, I've shown excellent analytical abilities, self-confidence, project, time and workload management skill, creative thinking, and also thirst for knowledge.-Expert in handling CRM, Salesforce, and Desk as well as Microsoft Office programs and G suite programs

Manage a portfolio of 15+ accounts in Real State, Automotive and Local Lead Generations between Google and Meta with a combined Ad Spend of $20K per month.

As a Project Manager at iConnect Group, I'm innovating and modifying different processes to ensure optimization, reduce the manual work and guarantee high quality to our clients. Communication and collaboration with the rest of the team and stakeholders has been a key factor for our success.

-As a Customer Protection Program Specialist, I was in charge of optimizing work processes - by identifying and creating the necessary processes to work and looking for ways to improve them, from small tweaks to complete Re-engineering.-Also, supported with the detection of non-obvious patterns and designed solutions for complex issues directly affecting the customer experience, as well as sharing knowledge in a global team environment applying different types of leadership styles depending on the individual.-Followed up on projects and detected if primary objectives were met, also worked hand in hand with stakeholders to achieve the company's goals.-All of these by being an expert handling CRM, Salesforce, and Desk as well as Microsoft Office programs and G suite programs.

-Monitored real-time queues and identified high-risk transactions within the business portfolio-Observed customer transactions to identify fraudulent activity such as account take over, friendly fraud, theft, and similar other risks-Resolved queued transactions within the service level agreements to reduce potential customer dissatisfaction and revenue losses-Recommended anti-fraud processes for changing transaction patterns and trends-Identified suspicious activity and unusual patterns that could result in fraud which includes AML issues and activities reported by other staff members-Contacted customers and banking institutions to verify legitimate transactions and payment information-Documented all interactions and findings in the proper programs (internal CRM, Salesforce, Desk, G-Suite.)

As a Customer Service Associate, I assisted customers with their remittance status using my critical thinking and decision-processing skills by different channels such as phone, chat, and email.-Contacted partners worldwide by phone, chat, and email to confirm which actions needed to be done to make the transfers go through and proceeded upon these.-Effective business writing skills and communication skills.-High level of ease in conversing and processing thoughts with customers in both Spanish and English languages.-Expert in the handle of CRM, Salesforce, Desk, and G-Suite.

Assisted and walkthrough customers with processing their remittances. Additionally, collaborated with different partners around the world by translating from English to Spanish when interviewing customers to discard any type of fraudulent activity.