Mario Andrés Quesada García
Atenas
Summary
I have strong experience in customer service across phone, chat, and document validation. I am adaptable, proactive, and skilled at multitasking, with a problem-solving mindset and a commitment to continuous improvement.
Overview
9
9
years of professional experience
Work History
MCE Customer Service Representative II
Experian
03.2021 - 07.2024
- Specialized in membership services, disputes, and fraud investigation.
- Managed customer inquiries via phone, email, and dispute resolution platforms.
- Analyzed police reports and reviewed FTC and CFPB reports for fraud verification.
- Developed expertise in handling multiple systems and sources efficiently.
- Completed training in AML (Anti-Money Laundering) and FCRA regulations.
- Strengthened organizational skills, multitasking abilities, and compliance knowledge.
Customer Service Representative Agent
Sykes
12.2018 - 01.2021
- Worked in the fraud protection department for Capital One, assisting customers in identifying and reporting fraudulent transactions.
- Transitioned to the Chat Service Department for collections, managing customer disputes and resolving payment issues efficiently.
- Gained expertise in handling sensitive financial data and ensuring compliance with company policies.
- Strengthened analytical thinking and decision-making abilities.
Customer Service Representative Agent
Equifax
01.2016 - 01.2018
- Provided customer support via phone, enhancing my English proficiency and customer service expertise.
- Gained experience in social interactions, teamwork, and perseverance.
- Certified in Yellow Belt for process improvement.
- Developed strong adaptability, multitasking, and problem-solving skills.
Education
Associate of Applied Science -
Tegnológico De Costa Rica (TEC)
05-2016
High School Diploma -
High School (MEP)
12-2012
Executive English for customer service
Instituto Nacional De Aprendizaje (INA)
12-2011
Computer Operator
Instituto Nacional De Aprendizaje (INA)
06-2011
Skills
- Data Analysis & Business Intelligence: Basic knowledge of SQL, Power BI, PG-Admin, and Posit Cloud (Studying)
- Customer Service & Fraud Prevention: Extensive experience in fraud detection, dispute resolution, and document validation
- Software Proficiency: Adobe Photoshop, Illustrator, Dreamweaver, Microsoft Word, Excel, PowerPoint
- Basic Web Development: HTML fundamentals
Current Studies
Data Analyst
Timeline
MCE Customer Service Representative II
Experian
03.2021 - 07.2024
Customer Service Representative Agent
Sykes
12.2018 - 01.2021
Customer Service Representative Agent
Equifax
01.2016 - 01.2018
Associate of Applied Science -
Tegnológico De Costa Rica (TEC)
High School Diploma -
High School (MEP)
Executive English for customer service
Instituto Nacional De Aprendizaje (INA)
Computer Operator
Instituto Nacional De Aprendizaje (INA)
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