Falon Fernandez Cespedes
Carrizal
Summary
Experienced customer service professional with a proven track record of exceeding expectations and achieving performance goals while upholding high standards of quality. Skilled in problem-solving, managing high call volumes, and specializing in compliance and fraud prevention.
Overview
8
8
years of professional experience
Work History
Customer Care and Fraud Compliance Specialist
Experian
04.2023 - Current
- Managed complex consumer issues, effectively handling challenging calls
- Ensured compliance with product laws on a per-call basis
- Provided detailed information on credit scores and found creative solutions to nonstandard issues
- Handled escalations and email transfers, resolving complaints and ensuring control processes.
Customer Service and Data Specialist
Western Union
12.2022 - 04.2023
- Conducted detailed searches and analysis to track offline payments and identify suspicious money transfers
- Achieved daily and weekly fraud prevention targets, focusing on future fraud risk mitigation.
Customer Service and Loan Specialist
Snap Finance
06.2019 - 11.2022
- Enhanced customer relationships by providing timely billing information, delivery updates, and account data
- Coordinated training for new hires and conducted regular retraining sessions for existing team members
- Participated in ongoing company training and seminars to stay informed about new products and services.
Fraud Specialist and Team Lead
Sykes
03.2016 - 03.2019
- Identified and investigated fraudulent transactions using multiple systems and external resources
- Provided secondary reviews to support the fraud team in verifying suspected activities
- Met service level agreement standards by efficiently managing service requests, transactions, and queries.
Education
Advanced English Certification -
Intensa Language Institute
01.2016
High School Diploma -
MEP
01.2013
Skills
- International travel availability (Visa approved)
- Customer order management
- Report generation
- Complaint resolution
- Account management and updates
- Call management
- Multitasking
- Proactive
- Positive
- Skills to teach
- Patient
Languages
Spanish
Native language
English
Advanced
C1
Timeline
Customer Care and Fraud Compliance Specialist
Experian
04.2023 - Current
Customer Service and Data Specialist
Western Union
12.2022 - 04.2023
Customer Service and Loan Specialist
Snap Finance
06.2019 - 11.2022
Fraud Specialist and Team Lead
Sykes
03.2016 - 03.2019
Advanced English Certification -
Intensa Language Institute
High School Diploma -
MEP
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