Ms Office
Kelly Barquero
High Speed Investigator / Fraud Prevention Analyst
Alajuela,Alajuela
Summary
Creative person with 20+ years of experience in the services industry, anything from backoffice, social media manager, blogger, PR to clerical work such as reports, credit cards, conciliations, data entry, tracking, hosting, logistics and amazing communications skills. Skilled in building bridges and cementing connections with business accounts to serve needs, strengthen loyalty and drive competitive growth. Successful at achieving sales objectives with consistency. Service-driven team player with record of providing high-quality support. Trustworthy Fraud Investigator touting more than 2 years of expertise developing problem solving methodologies that work. A knowledgeable resource committed to finding answers and working with clients, companies, witnesses and law enforcement. Promoting exemplary skills in project management, analytics and information presentation.
Overview
3
3
Languages
6
6
years of post-secondary education
28
28
years of professional experience
Work History
Fraud Investigator
Amazon
San Jose, San Jose
2019.06 - Current
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
Tracking Agent
DHL
Heredia, Heredia
2018.01 - 2019.01
- Worked under a contractor for a temporal tracking position for the season.
- Assisted customers on tracking and basic package info for the end and beginning of the year (during the highest call volume).
- Exceeded goals through effective task prioritization and great work ethic.
Customer Service Associate
My Bookie
San Jose
2018.01 - 2018.10
- For all the brands within the company's umbrella Worked 6 days a weed, doing all tasks, via call, chat and email as schedule would require.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Informed customers about special promotions and provided detailed information for various products.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Troubleshot and resolved online ordering issues and concerns to promote seamless ordering process for customers.
Bilingual Interpreter
Transperfect Connect
Alajuela, Alajuela
2017.01 - 2018.01
- Trained as entry level consecutive interpreter.
- Worked remotely interpreting everything from legal, to health to retail calls.
- Provided oral interpretations for clients during special events, successfully maintaining pace with native speakers to deliver real-time comprehension.
- Provided cultural input to speakers to help parties who did not speak similar languages communicate with and understand one another.
- Conferred with subject matter experts and other colleagues to establish precise understanding of specialized concepts.
- Maintained message content, tone and emotion as closely as possible.
CREATIVE DIRECTOR, PR / SOCIAL MEDIA MANAGER
The Hoxton
2013.01 - 2016.01
- Developed marketing content such as blogs, promotional materials and advertisements for social media.
- Devised strategies and roadmaps to support product vision and value to business.
- Promoted successful outcome of web development strategy by aligning consistent brand messaging and visual designs across all digital outlets.
Blogger
Chepestyle.com
San José, San Jose
2005.01 - 2011.01
- Co-founded the very first streetstyle blog in the country Within 3 months, we were the top streetstyle site in the region and then top fashion blog in the country (for a couple of months).
- Met with content editors to plan post subjects and publishing schedules.
- Published regular pieces on fashion, cultural affairs and events to blog.
- Chose cover photography or artwork, selected fonts and arranged designs to attract target readership.
- Worked flexible hours; night, weekend, and holiday shifts.
Creative Director
Chepestyle.com
2005.01 - 2011.01
Poker Room Shift Manager
Pokerstars.com
2005.01 - 2006.01
- Dealt with customers directly via email, chat and software During service outages, consistently ranked as the top performer replying and dealing with -upset- customers.
- Chopped tournaments, analyzed for player and credit card collusion., Hired to work for the NA/Mexican markets as a Fraud Analyst Trained within 6 months as a Brasil market backup, recently ranking as one of the most productive agents in his group.
- 6 month tenure as High Speed.
- Efficiently managed accurate money transfers and protected transactions with standardized procedures.
- Eliminated customer service issues by quickly resolving disputes and correcting problems.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Customer Service Supervisor
Betonsports.com
2001.01 - 2005.01
- Started as a run-of-the-mill betting clerk, then worked my way up By the end of my tenure, worked as a defacto nightshift Customer Service manager.
- Checked for Fraud, processed Payouts and created daily reports.
- Helped employees with day-to-day work and complex problems by applying motivational and analytical strategies.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
- Upsold or cross-sold products and services when appropriate to fulfill customer needs or provide additional benefits.
- Managed numerous translation requests each day with positive and upbeat communication style to uncover and handle customer needs.
Cargo Sales and Reservations Agent
American Airlines
Alajuela, Alajuela
1998.01 - 2001.01
- Mainly liaised between customers and Cargo division, in charge of tracking and sales Due to manager being on Maternity leave 2 years in a row, kept up with station sales numbers & exceeded expectations.
- SALES & CUSTOMER SERVICE REP EXPERIENCE +506.
- Exceeded goals through effective task prioritization and great work ethic.
Education
School graduate -
COLEGIO MARISTA
Alajuela 1991.01 - 1996.01
Associate of Science - Project Manager
Universidad Politecnica Internacional
Heredia 2021.03 - 2022.06
Skills
Customer service and support
Service reports
English proficiency
People person
Superb communication skills
Records Research
Education and Training
Report filing
Recovery efforts and assistance
Types of fraud
Data analysis
Effective communication
Detection models
Procedure review
Software
HTML
Interests
Cooking
Baking
Photography
Arts
Fashion
Volunteering
Birdwatching
Reading
Timeline
Associate of Science - Project Manager
Universidad Politecnica Internacional
2021.03 - 2022.06
Fraud Investigator
Amazon
2019.06 - Current
Tracking Agent
DHL
2018.01 - 2019.01
Customer Service Associate
My Bookie
2018.01 - 2018.10
Bilingual Interpreter
Transperfect Connect
2017.01 - 2018.01
CREATIVE DIRECTOR, PR / SOCIAL MEDIA MANAGER
The Hoxton
2013.01 - 2016.01
Blogger
Chepestyle.com
2005.01 - 2011.01
Creative Director
Chepestyle.com
2005.01 - 2011.01
Poker Room Shift Manager
Pokerstars.com
2005.01 - 2006.01
Customer Service Supervisor
Betonsports.com
2001.01 - 2005.01
Cargo Sales and Reservations Agent
American Airlines
1998.01 - 2001.01
School graduate -
COLEGIO MARISTA
1991.01 - 1996.01