Experience

Avatar Communications Tech Inc Limitada

• Costa Rica
• Consumer Services
• 1 - 100 Employee

• Fraud and Security Senior Analyst

  • 2017 - Present

  - Started as a customer service agent, now promoted to Fraud and Security Senior team member. - Analysing possible fraud and security leaks, by identifying scammers, phishing, and fraudulent transactions. - Analysing scrubber rejections from credit card transactions, using IOVATION to find the root cause of the rejection. - Familiar with 4-Stop, background checks, Jira platform, documents verification process, Fortuna software. - Handling escalations from Customer Service when there is a security breach, also aiding Customer Service agents. - Knowledge in Chargeback and Payment fraud. Show less



Bet Phoenix

• Costa Rica

• Night Shift Lines Manager

  • 2016 - 2017

  - Sports line manager. - Organising sports lines provided by Vegas, by analyzing company requirements. - Provided customer service support, and IT support. - Sports line manager. - Organising sports lines provided by Vegas, by analyzing company requirements. - Provided customer service support, and IT support.



AIT Technology Communications /Per-Head

• Costa Rica

• Lines Manager

  • 2014 - 2016

  - Sports line manager. - Organising sports lines provided by Vegas, by analyzing company requirements. - Provided customer service support, and IT support. - Sports line manager. - Organising sports lines provided by Vegas, by analyzing company requirements. - Provided customer service support, and IT support.



OASA S.A

• Costa Rica

• Customer Service Agent - Horse Department

  • 2010 - 2014

  - Providing support to different departments as part of the customer service escalation procedure. - Making inbound and outbound calls, to provide customer service. - Partnered with managers to provide floor support, handling around 20 people under my supervision per shift. - Working day to day with electronic money transactions such as Mastercard, Visa, PayPal, Firepay, Wester Union and Money Gram. Also, with, bank wires and e-checks. - Provided Internet technical solutions and general IT Support. - Bets grader: Search for sports results, and grade the wagers accordingly once games or events were final so the customers can get their winnings. Show less



Moto Sports Colven

• Bogota,D.C., Capital District, Colombia

• Sales and Marketing Manager

  • 2009 - 2010

  - Create new relations with external companies. - Promote the products and services using mail, Phone calls, and different social networks. - Contribute to reducing the costs and improving the process to control de inventory. - Provide 5-star customer service in order to the company's requirements. - Coordinate staff according to demand. - Create new relations with external companies. - Promote the products and services using mail, Phone calls, and different social networks. - Contribute to reducing the costs and improving the process to control de inventory. - Provide 5-star customer service in order to the company's requirements. - Coordinate staff according to demand.



OASA S.A

• Costa Rica

• Customer Service Agent and Team Leader - Sportsbook.com

  • 1999 - 2009

  - Providing support to different departments as part of the customer service escalation procedure. - Making inbound and outbound calls, to provide customer service. - Partnered with managers to provide floor support, handling around 20 people under my supervision per shift. - Working day to day with electronic money transactions such as Mastercard, Visa, PayPal, Firepay, Wester Union and Money Gram. Also, with, bank wires and e-checks. - Provided Internet technical solutions and general IT Support. - Bets grader: Search for sports results, and grade the wagers accordingly once games or events were final so the customers can get their winnings. Show less