Tomas Reyes Email & Phone Number

Hicksville, NY, US

Handle a large volume of inbound customer contacts, supporting and promoting the overall financial health of our customers.Meet daily qualitative and quantitative individual and team targets and your team, and achieve all objectives for service, productivity, and quality.Document all communications and procedures as per policy

Washington, District OF Columbia, US

USAC administers the Universal Service Fund under the direction of the Federal Communications Commission (FCC). The Universal Service Fund helps communities and people across the U.S. stay connected to the information, resources, and care they need.Collaborate across teams to build and deliver small data projects to Product stakeholders while managing.

Glendale, CA, US

· Conduct in-depth transactional activity reviews and recommend clear and concise referrals to the Anti-Money Laundering (AML) Team for any unusual activity identified for potential Suspicious Activity Report (SAR) filing. · Conduct customer name screening for PEP/Sanctions/adverse media and resolve/escalate any material information identified. · Detect.

Glendale, CA, US

• Enforces economic and trade sanctions based on US foreign policy and national security goals against targeted foreign countries and regimes,
• Identifying True and False Positive & Annotate providing evidence and a final decision on 1st & 2nd level Sanctions
• Sanctions screening for customers, employees, vendors, crypto wallets, as well as money movements like wires or ACATS and match to the OFAC SDN list
• Manage the investigative workflow process from initial detection to disposition and reporting
• Escalate any Sanctions alerts those results to a True Positive Match to the Sanctions Officer
• dig into the background of the Robinhood party and the denied party to determine if the match is a true or false positive

San Jose, CA, US

• Ebays Transaction Monitoring within Gift Cards, Gift Card Refunds
• Audit Records and assuring requirements are met before releasing funds.
• Validation and Verifying internal process
• Reported, collected, and froze fraudsters user ids when Money Laundering, was identified
• Collected data on victims that had been scammed on all negative impacts by fraudsters
• Educated members on how to avoid scams and how to file claims via the Federal Trade Commission and The Better Business Bureau (BBB)

Stamford, Connecticut, US

• Improvement of Spectrum's Home Phone, Cable TV, Internet and Mobile Wireless services, for its sales, retention, billing and customer care teams. Utilize speech analytics and other Quality Management/Optimization.
• Transforming Customer Experience and Journey data to drive operational efficiency
• Provide coaching to assist and attain its quality and goals.
• Improved performance metrics and customer experience
• Customer Survey insights studies lead to new discoveries.
• Create, Test, Audit and Publish call queries for team library

Stamford, Connecticut, US

Research in Big Data Analyst VOC Voice of Customer and Analyze patterns, identify and align actionable insights without or with automated and ad hoc studies findings, insights, and trends for target purposes such as operational effectiveness, Customer effort, legal, risk, and quality control. Collaborate with Sr. Analyst and leadership when outliers were.

Nashville, Tennessee, US

• Process and Improvements on big data on Defects per million opportunities on all preconditions. Execute a Lean Six Sigma Green Belt project through all five DMAIC phases (define, measure, analyze, improve, control)
• Data Driven Process Improvement - evaluate existing business processes and workflows leveraging data to identify opportunities for improvement with fact based recommendations
• Analyze market trends and industry benchmarks to provide broader insights into Product improvement opportunities and challenges.
• Data Project Management - Collaborate across teams to build and deliver small data projects to Product stakeholders while managing timelines, deliverables, to ensure successful completion. Reported defects to all major.
• Data Driven Process Improvement in cost savings of 3.5 million on defects to Apple, LG, and Samsung.
• Utilized Six Lean Sigma to define an area of improvement in process

Overland Park, Kansas, US

• Managed both positions and helped drive company objectives, C-SAT Levels and met EOY ROI Goals Compliance Auditor - 50%
• Auditing / Risk Assessments on all 3rd Party Sprint Service & Repair doors.
• Review preliminary results with Second Compliance Advisors to gain additional insight and guidance
• Launched internal color-coded matrix for measuring the risk determines the level of risk on all and priority
• Launched internal SQL query library that housed all our data scripts for each audit
• Preparing final reports to Legal, RVPs, Directors, and Collections on identifying Good and Bad Behaviors and recommendations for correction, as wells assisting with corrective actionsReporting & Analytics - 50%

Miami, Florida, US

Responsible for providing setup and maintenance of remote broadcasting facilities during remote broadcasts and promotional events and the installation and maintenance of the remote broadcast equipment. Work closely with promotions and sales to provide support to clients

• Provided on-call support 24x7 to Sprint’s First responder, Emergency Response Team (ERT), Federal government consolidated, and NASCAR. One call resolution processing account modifications, activations, billing.
• Help deployed logistically (COLTs) and (COWs) providing cell infrastructure during natural disaster
• Supported infrastructure for The 2004 Republican National Convention and the Democratic National Convention, G8 Summit

Complete account management of several large and small Strategic AccountsAccount consolidations, rate plan analysis, and market and fleet transfersAdvanced research, swaps and all account modificationsActivating Packetstream and Circuit Data Services, as well as adding restrictions due to customer's firewallAssisted customer with their installation process.

Proactive RetentionReduce Churn, Increase Revenue and Improve Customer SatisfactionCustomer's advocate and demonstrates proficiency in all care functionsAdvanced troubleshooting, billing support, swaps and account modificationsResolving highly complex escalated issuesReselling the benefits of Nextel products and services to customersPerform Payment.

• Monitoring Adherence, Not Ready Time, and Call Level Time
• Provided Actions and coaching to Spanish Customer Care Representatives
• Supported Technical Support Queue - Support Tier I and II Voice & Data
• Handled account modifications and billing research issues
• Daily, Weekly and Month to Month Teams results open environment

Bachelor Of Science, Business Administration; Concentration In Bis Business Information Systems

Education record