Laura Chinchilla Lopez

Experience

• 

  Sykes

  Jan 2006 - Jan 2007

  Customer Service Representative

  Customer Service representative for the GE Account. Guide our customers through a trouble shooting process, organizing technical visits according to customers and technicians availability.

• 

  HP

  Jan 2008 - Jan 2009

  Team Lead

  Partner Portal Administrator, leading a group of 18 employees, making sure all our partners requests where completed on time and as expected.

• 

  Bank of America

  Jan 2010 - Jan 2014

  Supervisor\Risk Operations Team Manager

  Experience in managing groups of 30-40 Fraud Analysts covering the detection of fraudulent transactions at Bank of America in ATM Debit Cards. Keep quality control/satisfaction records, constantly seeking new ways to improve customer service and employee satisfaction. Point of contact for front line associates, middle and upper management to handle specific subjects and /or concerns. Handle several tasks such as people management, forecasting, feedback sessions, coaching, performance evaluations, training, quality assurance, customer service management, among others Lead people to perform by building a proactive team, coaching, inspiring and communicating in a clear manner. Drive execution of policies and strategies to prevent fraud and making sure that the Bank of America’s Values where match on daily operations Ensure the proper risk disciplines are in place and takes action to ensure appropriate solution, subjects as Anti-money laundering, Information Protection and Policy, risk audits, risk assessments, among others. Manage risk making sure we followed the different policies stablished and making sure all employees comply with the Regulations of the FDIC. Work with new groups to make sure they adapt and achieve targets in a short period of time. Vis mindre

• 

  HP

  Feb 2015 - now

  Manage a team of Credit, Collections & Fraud Analysts performing fraud prevention and credit assessments over a wide variety of front office operations for HP Americas.Collaborate with direct line management on the hiring of employees, effective utilization of Fraud prevention and Credit skills and implementation and adherence to standardized Americas Credit & Fraud processesProvide leadership to the chargeback analysts and management by handling all the chargeback related tasks. Plans and directs the support required for implementation of all activities associated with developing, monitoring, and administering fraud chargebacks. Vis mindre Supervise the B2B HP team to ensure appropriate Fraud prevention and Credit processes are followed, to help in increasing sales and company revenue by decreasing the fraud false positives while at the same time we prevent losses due to unauthorized transactions. Comply with the expected KPIs for the different business partners to ensure the success of the organization.Maintain processes to ensure efficiency as well as the effectiveness of business controls and identify changes as appropriate. Make timely and sound decisions under conditions of uncertainty. Consider short and long term consequences when making decisions. Recommend process and system improvements to ensure efficiency of operations Vis mindre

  • Global Fraud Prevention and Credit Manager

    Nov 2016 - now

  • Global Fraud Prevention and Credit Supervisor

    Feb 2015 - Jan 2016