Experience

• 

  Macy's

  • United States
  • Retail
  • 700 & Above Employee

  • Fraud Prevention Supervisor

    • Jun 2014 - Present

    I work to prevent fraud and protect Macy’s and its customers from present and future fraudulent situations. I deal with all stores nationwide, all online orders and all Macy’s credit cards. I analyze, investigate and document many types of fraud. I speak directly with customers to validate and authenticate them. Being on the bilingual Spanish team, I speak with Spanish speaking customers as well. I manage the operations of the fraud department. I coach and supervise agents to help them become more effective in fraud prevention. I develop and manage projects to increase the efficiency of the fraud department.• Promoted because of demonstrated project leadership skills, ability to handle high workloads and aptitude to detect, investigate and stop fraud.• Supervise and coach over 20 agents that report directly to me. • Oversee the entire Spanish bilingual team, over 40 agents. • Manage operations of the entire fraud prevention department, involving over 220 agents.• Developed and manage a project that increases overall efficiency of the entire fraud department. • Improved various policies and procedures to better meet service levels and stop fraud.

  • Fraud Prevention Specialist

    • Feb 2014 - Jun 2014

    I investigated, analyzed and documented many types of fraud. I assist agents with complex fraudulent situations. I investigated more high risk, complex fraudulent situations. I spoke to customers to verify, authenticate and assist them. I spoke to Spanish speaking customers to authenticate and assist them as well. I handle escalated call, customers that requested to speak to a supervisor. I worked on projects to help improve the department.• Promoted because of my excelling performance, ability to learn quickly and work ethic.

  • Fraud Prevention Agent

    • Jun 2013 - Feb 2014

    Took inbound calls and worked back-line queues, investigating possible fraudulent situations/activity. Bilingual Spanish agent. Speak to Spanish speaking customers to authenticate and assist them.

• 

  Basket Globalcaja Quintanar, C.B Santurzi, Oviedo C.B.

  • Spain

  • Professional Basketball Player

    • Oct 2010 - May 2012
    • Spain

    Point Guard and team leader. English-Spanish translator for the team and organization. I quickly integrated myself into the team from day one, establishing myself as an asset and reliable player that can work well within the team. Kept moral up and the team focused on the overall goals.

• 

  Mountain View Community Center

  • Phoenix, Arizona Area

  • Tennis Instructor

    • May 2005 - Jul 2009
    • Phoenix, Arizona Area

    Taught tennis classes of 12 to 25 students from ages 5 to 18. I developed my students overall tennis game and customizing specific teaching techniques tailored to individual students. I taught students basic warm up techniques, footwork and stretches. Ran and organized tennis drills and games.

• 

  Guardsmark

  • Phoenix, Arizona Area

  • Security Officer

    • Oct 2006 - Mar 2007
    • Phoenix, Arizona Area

    I attained a government top secret security clearance through Guardsmark. I performed a variety of duties including: fire watch, patrolling, sentry, escort, guest check-in, and gatehouse control. I provided superb customer service to the clientele and handled any concerns or situations that arose timely and professionally. I come highly recommended by my managers and by the clientele.