Carlos Soto

Experience

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  EGS - Expert Global Solutions

  Nov 2012 - Oct 2015

  Telemarketing Agent - Fraud Investigator

  PROJECT DELL FINANCIAL SERVICES: - Fraud Investigator: - Utilized fraud detection tools, software, and databases to identify potential fraud indicators. - Was responsible for identifying and investigating fraudulent activities to protect the organization and its customers from financial losses and reputational damage. - Conducted detailed investigations of potential fraud cases, including the gathering of evidence, data analysis, and customer interviews. - Analyzed transactional data, communication patterns, and account information to detect patterns of fraud. - Analyzed customer interactions, transactions, and account data, as well as collaborated with various teams to detect and prevent fraud. - Used a combination of data analysis and investigative techniques to uncover suspicious activities and took appropriate actions. Show less

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  Banesco Panamá

  Nov 2015 - Feb 2016

  FRAUD PREVENTION RISK ANALYST

  - Analyzed customer account information, transactional data, and communication patterns to detect, investigate, and prevent fraudulent activities. - Was responsible for safeguarding the bank's assets and customers by identifying and mitigating potentially fraudulent activities during customer interactions. - Monitored customer interactions and transactions in real-time or through post-interaction analysis to identify suspicious behavior or irregularities. - Utilized fraud detection tools, software, and databases to identify potential fraudulent patterns. - Communicated with customers in a professional and empathetic manner to verify transaction legitimacy or report potential fraud and educated customers on best practices to protect themselves from fraud. Show less

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  IQor

  Mar 2016 - Jun 2023

  Supervisor of Customer Care Representatives and Technical Support- Managed, supervised, and led a team of 10 to 15 customer service representatives, ensuring they provided top-notch service to customers while meeting performance goals and maintaining high standards of quality.- Was responsible for managing the day-to-day operations, providing support and guidance to the team, and collaborating with other departments to enhance the overall customer experience.- Conducted regular team meetings to provide updates, address concerns, and communicate performance expectations. - Provided coaching, mentoring, and ongoing training to enhance the team's skills and knowledge.- Tracked and analyzed key performance metrics, identified trends and areas for improvement, and implemented strategies to achieve performance targets.- Assisted in handling escalated customer inquiries or complaints, working closely with representatives to find solutions and ensure customer satisfaction. Show less The main role was to understand the customer needs and by using the Policy and procedures- Was responsible for providing assistance, resolving inquiries, addressing concerns, and delivering exceptional service to customers over the phone.- Responded to incoming customer inquiries and issues promptly and professionally, provided accurate information, product knowledge, and assistance to address customer concerns.- Investigated and resolved customer issues and complaints, ensuring that each case was thoroughly addressed and resolved to the customer's satisfaction. - Used clear and effective communication skills to interact with customers, ensuring that they felt heard and understood. Show less

  • Supervisor for customer care and tech support

    Apr 2016 - Jun 2023

  • Customer Care Specialist

    Mar 2016 - Apr 2016