Claudia Alvarez
Sylmar
Summary
Management professional adept at driving organizational success through strategic planning and effective process management. Emphasizes collaborative team efforts and adapts seamlessly to evolving needs. Demonstrates strong skills in quality assurance, regulatory compliance, and project management. Known for reliability and consistent focus on achieving measurable results.
Overview
27
27
years of professional experience
Work History
Senior Risk Management Representative Chargebacks
Intuit
21650 W Oxnard St #2200 Woodland Hills, Ca 91367
10.2003 - Current
- Provided guidance on policy updates, industry regulations, and best practices pertaining to chargebacks and related issues.
- Managed a high volume of incoming chargebacks while maintaining accuracy and attention to detail.
- Conducted regular audits of past cases to ensure compliance with internal policies as well as relevant laws and regulations governing chargebacks.
- Improved customer satisfaction by providing timely and accurate responses to inquiries regarding chargeback disputes.
- Communicated effectively with merchants to gather necessary documentation and support for dispute resolution efforts.
- Trained new team members by relaying information on company procedures and safety requirements.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Coached team members in techniques necessary to complete job tasks.
- Influenced positive change within the organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style.
- Enhanced chargeback resolution rates by implementing effective dispute management strategies.
- Assisted in the development of training materials for new team members, ensuring proper understanding of processes and procedures.
- Supported continuous improvement initiatives by identifying areas for enhancement within the current chargeback management process.
- Leveraged knowledge of payment processing systems and merchant protocols to foster efficient communication between parties during dispute resolution efforts.
- Collaborated with cross-functional teams to establish best practices for chargeback prevention and mitigation.
- Contributed to ongoing process improvement initiatives by sharing insights, lessons learned, and best practices with colleagues throughout the company.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
- Assisted in recruitment to build team of top performers.
- Evaluated customer needs and feedback to drive product and service improvements.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Generated reports detailing findings and recommendations.
- Handled supervisor calls from escalated customers and Office of the President Complaints.
- Provided response to Legal Department, outlining the details of the related disputes.
- Generated reports using SQL to analyze workflows, insuring adherence to timelines and mitigation potential losses.
Customer Service Representative
Innovative Merchant Solutions
Calabasas, CA
06.2001 - 10.2003
- Configured credit card terminals and provided troubleshooting assistance.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Cross-trained and backed up other department on customer service.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
Office Assistant
Single Source Electronic Transactions
Mission Hills, CA
03.1998 - 04.2001
- Reviewed merchant applications for accuracy and submitted to banks for underwriting.
- Follow up with Sales Representative on status of merchant application approvals and leasing terminal agreements.
- Managed daily office operations to ensure smooth workflow.
- Organized office files and documents, maintaining an accessible filing system.
- Facilitated communication between departments by accurately relaying messages.
- Expedited document processing with accurate data entry and timely filing.
Education
High School Diploma -
Sylmar High School
Sylmar, CA06-1996
Skills
- Project management
- Process improvement
- Active listening
- Verbal and written communication
- Reliability
- Positive attitude
- Analytical thinking
- Hiring and training
- Complex Problem-solving
- Documentation and reporting
- Employee coaching and mentoring
- Attention to detail
- Customer service
- Teamwork and collaboration
Timeline
Senior Risk Management Representative Chargebacks
Intuit
10.2003 - Current
Customer Service Representative
Innovative Merchant Solutions
06.2001 - 10.2003
Office Assistant
Single Source Electronic Transactions
03.1998 - 04.2001
High School Diploma -
Sylmar High School