Sofia Adames Email & Phone Number

Tampa, FL, US

St Petersburg, Florida, United States

• Oversee Analyst team tasks and ensure adherence to established turnaround times and SLAs; lead projects assigned to the team; Ensure quality of all team outputs.
• Maintain awareness of member client fraud trends and suggest internal procedure changes to Risk Analytics Manager to remain efficient.
• Continually monitor department workflow to ensure time-sensitive functions are meeting department standards.
• Resolve complex service issues by responding to escalation calls and other department personnel.
• Communicate company strategies, client initiatives, system enhancements, performance, and other key information to the team; conduct team meetings regularly.

St Petersburg, Florida, United States

• Analyze transaction patterns and respond quickly to high-risk situations to minimize potential fraud loss and customer inconvenience
• Identify changing fraud trends, document and report to appropriate department personnel promptly
• Train and mentor new hires to ensure understanding of Risk Analytics process and procedure
• Leverage different reporting tools to conduct the data analysis for rule implementation.
• Create and present fraud reporting to executives and speak on rule performance
• Accurately document and update records in required systems.

Owings Mills, MD

• Monitor, evaluate and coach Call Center advocates to increase and maintain performance
• Create new quality forms and reports to establish more efficient departmental standards
• Coordinate with the Training department to facilitate the quality standards for trainings
• Educate agents on business policies and assist on improving customer interactions
• Prepare, analyze and distribute monthly reporting for executive leadership
• Work closely with the Second Level team to highlight process gaps

Owings Mills, MD

• Delivered exceptional First Level customer service to ensure satisfaction
• Evaluated and solved client issues while documenting applicable notes
• Provided point of sale (POS) support to external customer’s concerns
• Maintained excellent performance while under pressure situations
• Used internal systems to analyze and interpret merchant data

Dominican Republic

• Evaluated incoming calls to ensure proper policies and procedures were followed
• Created performance plans when necessary for the development of the agents
• Arranged conferences with vendors and fellow analysts to ensure calibration
• Provided feedback to management and representatives on a regular basis

Dominican Republic

• Analyzed, set and maintained priorities to accomplish tasks efficiently and effectively
• Calculated workforce requirements to meet service level and response time objectives
• Completed daily tasks including: scheduling, data analysis and conference calls
• Controlled master system files with schedule information and shift preferences
• Prepared, generated and organized reports for upper management
• Projected Workforce needs for seasonal spikes in production

Dominican Republic

• Assisted merchants with transaction authorizations for credit cards and checks
• Provided high-level customer service in a fast-paced environment
• Met and maintained established department goals
• Handled multiple skills

Education record

Currently In School, Business Administration And Management, General