Kevin Duane George Lopez

Experience

• 

  Sitel Group

  Nov 2021 - Nov 2023

  Participating in the creation of tailored curricula for leadership teams with the objective of enhancing skills/competencies with the mission of accomplishing business objectives in partnership with the talent and development Sr. Manager. Also involved in the design of learning strategies to fill needs identified through analysis and work in partnership with the site leadership team to become an expert in training experience for adult learners. Providing direction and guidance to ensure consistent achievement of key performance indicators, ensuring accurate and timely communication of client and campaign issues to the management of the operations. Coaching, mentoring and developing agents and teams and performing all other administrative duties that are assigned. Providing consistent customer service for PayPal North America, focused on performance evaluated through key performance indicators with the objective of positively positioning PayPal to all customers who come into contact with oneself.

  • Leadership Development Specialist

    Nov 2022 - Nov 2023

  • Customer Service Team Lead

    Apr 2022 - Oct 2022

  • Customer Service Agent

    Nov 2021 - Apr 2022
• 

  Foundever

  Nov 2022 - Nov 2023

  Leadership Development Specialist
• 

  TSYS

  Mar 2024 - now

  Fraud Specialist

  I am responsible for detecting, preventing, and responding to fraudulent activities that target the clientele of financial institutions, particularly those originating through inbound channels such as phone calls, emails, and online transactions. Playing a crucial role in protecting companies assets, reputation, and customers' personal information.Key Responsibilities:- Fraud Detection: Monitor inbound channels for fraudulent activity using specialized tools.- Investigation: Investigate suspected fraud cases and collaborate with other departments.- Prevention: Implement and maintain fraud prevention protocols; train staff.- Reporting: Maintain detailed fraud records and prepare management reports.- Compliance: Ensure actions comply with legal and company policies; stay updated on industry trends. Skills and Qualifications:- Analytical Skills: Ability to identify fraud patterns and anomalies.- Attention to Detail: Spot inconsistencies in transactions and documentation.- Communication Skills: Strong verbal and written communication for customer interactions and reporting.- Technical Proficiency: Familiarity with fraud detection software and relevant technology.- Problem-Solving: Develop and implement effective fraud prevention strategies.- Customer Service: Handle sensitive customer interactions professionally and empathetically. Show less