Diplomatic customer service professional experienced in defining and analyzing customer requests to resolve issues. Accurate in documenting customer concerns and dedicated to maintaining deep knowledge of products and promotions. Confident communicator recognized for consistently receiving excellent customer feedback.
Hi, I’m
Mauricio Almeida
Bayamón
Summary
Overview
8
years of professional experience
Work History
BOLDGuaynabo, Puerto Rico
Customer Service Specialist
07.2023 - Current
Job overview
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered inbound calls, chats and emails to facilitate customer service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Conduent, Cardholder Advocacy GroupGuaynabo
Service Representative
07.2021 - 06.2022
Job overview
- Reviewed escalated complaints from various sources including congressional, treasury services, and Better Business Bureau (BBB)
- Identified customer needs by referring to past transactions/case notes, and analyzing case by case as needed.
Banco Popular de Puerto RicoSan Juan
Fraud Monitoring Service Representative
05.2020 - 03.2021
Job overview
- Leveraged various fraud detection tools, and communication in fraud research efforts
- Worked with fraud victims in processing claims and assisting in clearing negative impacts of fraud as well as fraud monitoring and prevention.
ConduentGuaynabo, Puerto Rico
Customer Care Specialist
02.2015 - 02.2016
Job overview
- Learned and adapted quickly to new technology and software applications.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
Education
Universidad del Sagrado Corazón
Bachelor of Arts from International Studies, Business Administration
University Overview
Magna Cum Laude 2022
President of the student body organization ARE (Asamblea de Relaciones, Dean’s Honor Roll, Skills
Ease to adapt; Problem Solving & Prevention; Organizational Leadership; Stress Management;
Decisiveness; Team Work; Communication;
Skills
- Customer Relations
- Problem Resolution
- Senior Leadership Support
- Good Communication Skills
- Customer Relationship Management (CRM)
Languages
Spanish, English
First Language
Affiliations
Affiliations
Civil Air Patrol, Aviation Exploring, Organization of Black Aerospace Professionals.
Certification
- Licensed Aircraft SEL Commercial Pilot - 10 months
Interests
Aviation
Business Development
Formula 1
Timeline
Customer Service Specialist
BOLD
07.2023 - Current
Service Representative
Conduent, Cardholder Advocacy Group
07.2021 - 06.2022
Fraud Monitoring Service Representative
Banco Popular de Puerto Rico
05.2020 - 03.2021
Customer Care Specialist
Conduent
02.2015 - 02.2016
Universidad del Sagrado Corazón
Bachelor of Arts from International Studies, Business Administration
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