Raphael A Holley Reyes
Guaynabo
Summary
Results-driven professional specializing in fraud detection and prevention. Demonstrated ability in risk assessment, conflict resolution, and maintaining professionalism in high-pressure situations.
Overview
3
3
years of professional experience
Work History
Customer Inteligence and Operations
Oriental Bank
San Juan
04.2025 - Current
- Conducted outbound calls to clients to verify suspicious activity and confirm account legitimacy, reducing fraud losses, and protecting customer assets
- Recognized fraudster behavior patterns during client verification, including inconsistencies, rushed answers, and scripted responses
- Investigated alerts by analyzing customer history, recent activity, and behavioral trends to determine fraud risk level
- Escalated high-risk fraud cases with complete documentation to ensure fast decision-making and account protection
- Documented fraud investigations clearly and accurately, maintaining detailed case notes for other departments
- Managed multiple active cases daily while meeting performance targets and maintaining accuracy
- Worked under pressure in time-sensitive situations, prioritizing high-risk cases and minimizing exposure
- Maintained calm, professional communication while supporting angry, stressed or confused clients during fraud-related incidents
Customer Service Representative
Oriental Bank
San Juan
06.2023 - 03.2025
- Assisted customers with inquiries regarding banking products and services.
- Performed strict customer identity verification and validation procedures to prevent unauthorized account access
- Followed bank policies, security procedures, and confidentiality standards to protect sensitive customer information
- De-escalated agitated clients and high-risk callers by maintaining calm communication, active listening, and clear policy-based explanations
- Managed emotionally charged interactions involving suspected fraud or account restrictions while maintaining control and professionalism
Freelance Sales Associate
WindMar
San Juan
01.2023 - 05.2023
- Assisted the Sales Manager with possible client leads.
- Recorded notes in “in-house” database and maintained personal log with calls and face to face meetings
- Generated multiple leads that lead to formal sales.
- Utilized problem solving skills to identify customer needs and provide optimal solutions
- Executed on an outbound calling strategy and face to face meetings where company products and services were provided
Education
Bachelor of Science - Biology
Universidad Del Sagrado Corazon
San Juan 12-2022
Skills
- Fraud detection and prevention
- Risk assessment and mitigation
- Case documentation
- Critical and analytical thinking
- Profesional communication
- Verbal de-escalation
- Conflict resolution
- Decision making under pressure
Languages
Spanish
Native
Native
English
Proficient (C2)
C2
References
References available upon request.
Timeline
Customer Inteligence and Operations
Oriental Bank
04.2025 - Current
Customer Service Representative
Oriental Bank
06.2023 - 03.2025
Freelance Sales Associate
WindMar
01.2023 - 05.2023
Bachelor of Science - Biology
Universidad Del Sagrado Corazon