CARMELO A. RIVERA RIVERA
San Juan
Summary
- To attain a position where I can provide my set of skills while also developing myself professionally and growing as an individual.
- Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
- Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
- Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
10
10
years of professional experience
Work History
Complaints & Scra Management
First Bank
San Juan
01.2022 - Current
- Investigated customer complaints to identify root causes and develop corrective actions.
- Provided customers with timely updates on their complaint status.
- Responded to customer complaints with professionalism and offered suitable solutions or requested assistance of supervisor.
- Collaborated with other departments to ensure prompt resolution of customer issues.
- Compiled detailed reports of all customer complaints and resolutions.
- Updated company databases with details of customer service cases handled.
- Developed effective strategies for resolving customer disputes quickly and efficiently.
- Analyzed customer complaints and service trends to identify and correct systematic issues.
- Gathered relevant data from internal systems to assess the validity of a complaint.
- Participated in team meetings to discuss new approaches for improving service quality.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Monitored compliance with legal regulations related to consumer protection laws.
- Analyzed complex information and developed creative solutions for resolving complaints satisfactorily.
- Evaluated existing policies and procedures related to handling customer complaints.
- Identified trends in customer complaints and provided recommendations for changes in procedures or policies.
- Drafted written responses to customers regarding their complaints.
- Communicated regularly with management regarding progress on complaint resolution.
- Assessed customer feedback to identify potential areas of improvement in products, services, or processes.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Recognized emerging trends in fraudulent behavior by analyzing historical data points.
- Investigated and documented suspicious financial activity.
- Maintained detailed records regarding investigations, including evidence collected and investigative techniques used.
- Developed strategies to identify, prevent, and mitigate instances of fraud.
- Performed risk assessment analysis on customer accounts based on established criteria.
- Identified patterns of suspicious activity across multiple accounts or transactions.
- Collaborated with external agencies such as banks, credit card companies, and law enforcement when necessary.
- Reviewed customer accounts for evidence of fraudulent activity.
- Identified needs of customers promptly and efficiently.
- Worked with cross-functional teams to achieve goals.
- Maintained updated knowledge through continuing education and advanced training.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Ensured compliance with applicable regulations by providing feedback on changes needed within existing processes or procedures.
- Reviewed customer profiles for compliance with Bank Secrecy Act regulations.
- Developed case files to document findings and conclusions of investigations.
- Prepared reports documenting the results of completed investigations for senior management review.
- Conducted detailed investigations of suspicious activity and identified potentially fraudulent accounts.
- Interfaced with other departments regarding BSA and AML matters.
- Maintained a comprehensive database of all BSA and AML related inquiries, incidents, and investigations.
- Evaluated customer account documentation to ensure accuracy and completeness according to bank standards.
- Provided recommendations for corrective actions based on investigation results.
- Analyzed customer data to detect fraud patterns, trends, and anomalies.
- Identified potential money laundering activities using various investigative techniques.
Sales & Service Representa0ve
First Bank
First Line Solution Center
08.2018 - 01.2022
- Increased profits by upselling and cross-selling to existing customers.
- Followed up with leads and referrals to share pertinent sales information.
- Engaged customers with interesting, informative presentations to highlight benefits and overcome objections.
- Offered ongoing support to customers after sales by answering additional questions and resolving issues.
- Employed effective selling techniques by promoting product benefits and influencing decision-makers.
- Handled irate customers smoothly to achieve performance targets.
- Kept thorough records of customer details and previous sales.
- Increased revenue by applying in-depth product or service knowledge and persuasive communication skills to complete sales.
- Researched product specifications and technical information to offer updated and accurate information.
- Used consultative sales techniques to overcome objectives during sales presentations.
- Resolved customer complaints in a timely manner by identifying problems, researching solutions, and developing action plans.
- Ensured compliance with all applicable laws when responding to customer inquiries.
- Participated in team meetings to discuss strategies for improving overall customer service standards.
- Assisted customers with product selection, order placement, billing inquiries, and other sales related issues.
- Responded quickly to critical situations that required immediate attention from management.
- Generated leads from existing accounts through cross-selling products or services.
- Assisted with training new employees on proper use of company systems used for processing orders.
- Conducted follow up calls with customers after purchase to ensure satisfaction levels were met or exceeded expectations.
- Managed incoming calls promptly while providing exceptional customer service throughout the entire call process.
- Identified potential areas of improvement within existing processes and procedures for enhanced efficiency.
- Analyzed customer feedback to identify opportunities for improvement in the customer experience.
- Developed strong relationships with customers through active listening and problem solving techniques.
- Collaborated with marketing teams on promotional campaigns designed to increase sales volume.
- Monitored trends in the industry regarding competitive products or services offered by competitors.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Supported sales team members to drive growth and development.
- Mentored junior team members and managed employee relationships.
- Strengthened customer retention by offering discount options.
- Surpassed sales goals through implementation of successful marketing strategies.
- Completed day-to-day duties accurately and efficiently.
- Understood and followed oral and written directions.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Retail Sales Associate
Old Navy
Plaza Las Américas
01.2014 - 01.2019
- Work at different areas of a high traffic store including merchandising, shipment, Cash Register and acted as a lead in the loyalty program and Online Shopping services.
- Performed cashier duties, such as ringing up sales, processing payments and issuing receipts.
- Greeted each customer and offered assistance in finding requested items, helping boost customer satisfaction and retention.
- Assisted customers with finding the right product for their needs.
- Greeted customers upon entering the store and provided assistance.
- Kept calm and applied strong problem-solving and interpersonal skills to resolve conflicts.
- Maintained a clean work environment by sweeping, dusting, vacuuming and mopping floors.
- Completed transactions in an efficient manner while providing excellent customer service.
- Restocked shelves, racks and bins with latest merchandise and changed signage to promote special items.
- Created price tags and merchandise signs for new items.
Education
Bachelor's Degree (BA) in Forensic Investigation and Criminal Justice -
Interamerican University of Puerto Rico - Bayamón
01.2019
Master Degree (MA) Economic Crimes -
Interamerican University of Puerto Rico - Metro
Skills
- Microsoft's Word
- Excel
- Outlook
- Power Point
- Analytical Thinking
- Computer Skills
- Problem Resolution
- Organization
- Friendly, Positive Attitude
- Training & Development
- Problem-Solving
- Data Entry
- Verbal Communication
- Remote Office Availability
Business And Interpersonal Skills
- Team Player
- Charming Character
- Responsible
- Adaptable to hard work environments
- Research and investigation capabilities
- Willing to Learn
- Ready
- Urgent
- Product Knowledge
- Selling Experience
Languages
Fluent in Spanish and English
Timeline
Complaints & Scra Management
First Bank
01.2022 - Current
Sales & Service Representa0ve
First Bank
08.2018 - 01.2022
Retail Sales Associate
Old Navy
01.2014 - 01.2019
Bachelor's Degree (BA) in Forensic Investigation and Criminal Justice -
Interamerican University of Puerto Rico - Bayamón
Master Degree (MA) Economic Crimes -
Interamerican University of Puerto Rico - Metro
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