Dayna Ontiveros
1504 Calle Mirsonia PH 2B, San Juan
Summary
Dependable and detail-oriented professional with 13+ years of extensive customer service experience in high pressure and fast paced work environments. Committed to team development, life long learning and contributing to team success. Eager to offer conflict management skills and keen attention to detail to enhance service and safety on all Frontier flights.
Overview
14
14
years of professional experience
Work History
Claims Specialist
Banco Popular
11.2023 - Current
- Manage a high volume of claims effectively by prioritizing tasks and maintaining excellent organizational skills.
- Conduct thorough investigations of suspected fraud cases, leading to the recovery of lost funds.
- Analyze financial statements to identify discrepancies, irregularities and fraudulent activity.
- Manage complex cases involving identity theft, debit card fraud, and other forms of financial crime, resulting in successful resolution for affected customers.
- Pay attention to detail while completing assignments.
- Proven ability to learn quickly and adapt to new situations.
Chargeback Specialist II
USAA
07.2019 - 09.2023
- Conducting member claims investigations, researching, analyzing and processing disputes related to debit card transactions in accordance with all regulatory requirements and Association rules
- Skilled in debit card chargebacks
- Highly skilled in debit card representments and arbitrations.
- Proficient with DCC, VROL, Portfolio Viewer and Raptor
- Manage, and communicate with customers regarding disputes
- Managed a high volume of incoming chargebacks while maintaining accuracy and attention to detail.
- Presented clear and concise explanations of governing rules and regulations.
- Expert in Visa, STAR, Money pass and Maestro Network operating rules
- Assist with Debit Card Dispute EWL Callbacks and CEO escalations.
- Handpicked by manager to assist in overload of Debit Card Fraud cases And On Us ATM disputes while still maintaining workload in representments to exceed all monthly goals.
- Improved customer satisfaction by providing timely and accurate responses to inquiries regarding chargeback disputes.
- Communicated effectively with merchants to gather necessary documentation and support for dispute resolution efforts.
Server
Fogo De Chão
05.2022 - 11.2022
- Maintained clean and organized dining areas to uphold restaurant hygiene standards.
- Utilized expert knowledge of dietary restrictions to assist patrons in making informed menu selections tailored to individual preferences or limitations.
- Served food and beverages promptly with focused attention to customer needs.
- Processed orders and sent to kitchen employees for preparation.
- Increased sales with upselling techniques and thorough knowledge of menu items, specials, and promotions.
- Provided attentive service during high-volume periods without sacrificing attention to detail or guest rapport.
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
- Supported colleagues during peak hours, fostering a collaborative work environment that enhanced overall productivity levels.
- Printed dining checks with total due, collected payment and offered receipts to complete transactions.
- Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers.
Fraud Prevention and Detection Specialist I
USAA
07.2017 - 01.2019
- Provided fraud prevention expertise while assisting members who are responding to USAA's security alerts
- Part of the first teams to open Account Takeover triage and Recovery Team
- Proficient with Ecams, PMAT, Salesforce, EFCM and Alert Narratives
- Managed EWL Manager Escalation Callback Process for ATO
- Facilitated evening downloads for new triage teams and provided walking support for new team members
- Maintained accurate records of all investigated cases, ensuring proper documentation for audit purposes and regulatory compliance.
- Maintained up-to-date knowledge of regulations related to fraud prevention, ensuring compliance with relevant laws and guidelines.
Member Solutions Senior Specialist (ERT)
USAA
12.2015 - 07.2017
- Provided subject matter expertise while taking Helpline/ ERT escalation calls for deposit and credit card servicing
- Skilled in deposits, credit cards, complex accounts and simple acquisitions
- Reg D, Reg E and Reg Z proficient to ensure compliance
- Provided walking support for launch of 3P vendor deposit helpline in Uniontown, PA and facilitated evening downloads for team of 25 agents
- Responsible for scheduling and facilitating team meeting and huddles.
- Played an integral role in improving overall team performance through knowledge sharing sessions on best practices.
Service Manager I
Wells Fargo Bank
07.2012 - 12.2015
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Coaching and mentoring employees in customer service and sales environment
- Supervised filing of CTR, MIL and SAR
- Ensuring that work is being done in compliance to policies and procedures
- Managed hiring and training of new employees to contribute to a highly engaged service team.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Increased team productivity by providing ongoing training and support to customer service representatives.
Personal Banker
Sunbank
08.2010 - 07.2012
- Opening and cross selling checking, savings, CDS and lending products
- Processing teller transactions.
Education
Nurse Assistant Certificate - Nursing Assistance
Pima Medical School
Mesa, Az04.2019
A.A.S - General Studies
Arizona Western College
Yuma, AZ01.2012
High School Diploma -
San Luis High School
San Luis, AZ01.2009
Skills
- Highly fluent in English and Spanish
- Highly proficient in Microsoft Office Tools
- Self supervised
- Complex Problem Solving
- Hospitality service expertise
- Exceptional communication
- Flexible and Adaptable
- Sales
- Training/Leadership
Accomplishments
- Lean Six Sigma Yellow Belt
- Crucial Conversations
Timeline
Claims Specialist
Banco Popular
11.2023 - Current
Server
Fogo De Chão
05.2022 - 11.2022
Chargeback Specialist II
USAA
07.2019 - 09.2023
Fraud Prevention and Detection Specialist I
USAA
07.2017 - 01.2019
Member Solutions Senior Specialist (ERT)
USAA
12.2015 - 07.2017
Service Manager I
Wells Fargo Bank
07.2012 - 12.2015
Personal Banker
Sunbank
08.2010 - 07.2012
Nurse Assistant Certificate - Nursing Assistance
Pima Medical School
A.A.S - General Studies
Arizona Western College
High School Diploma -
San Luis High School
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