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Jorge Francis

Jorge Francis

Fraud Supervisor

Followers of Jorge Francis103 followers
location of Jorge FrancisDulce Nombre District, Cartago, Costa Rica

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  • Timeline

  • About me

    Team Lead - CS Operations Logistics

  • Education

    • UDEMY

      2023 - 2023
      SQL Certified SQL on Queries

      SQL complete bootcamp. Contents covered; query a database and to perform data analysis; perform GROUP BY statements and able to replicate real-world situations and query reports

    • Jose Figueres Ferrer

      1997 - 2001
      Bachelor's degree

  • Experience

    • Capital One

      Sept 2008 - Mar 2011
      Fraud Supervisor

      Supervised and mentored a team of fraud analysts, instilling a culture of quality and excellence in fraud detection.Implemented efficient processes that resulted in a reduction in fraudulent activities, consistently monitoring team performance and reporting trends to management.Collaborated with management to develop and maintain fraud prevention strategies, focusing on proactive reporting and staying ahead of emerging threats.

    • Amazon

      Aug 2011 - Nov 2015
      VIP Account Manager

      Managed technical aspects of customer accounts, ensuring seamless operations and focusing on quality service delivery.Acted as a liaison between customers and technical teams, delivering timely solutions and maintaining transparent reporting on issue resolution.Demonstrated advanced technical knowledge to meet customer needs, using data analysis to drive improvements and reporting on account performance.Built solid and lasting relationships with customers, ensuring their success and satisfaction through continuous monitoring and reporting on account health. Show less

    • Western Union

      Jun 2016 - Dec 2018
      Fraud Reviewer

      Conducted meticulous fraud investigations and assessments, applying a keen eye for detail and analytical skills to identify potential risks.Maintained a high level of accuracy and compliance with internal procedures, documenting findings and providing comprehensive reports.Produced detailed reports to support fraud prevention strategies, enabling informed decision-making and proactive risk mitigation.

    • Cloudbeds

      Oct 2019 - Dec 2023
      Senior Quality Assurance Specialist

      Spearheaded quality assurance initiatives within the Onboarding and CSM teams, ensuring the highest standards of product quality.Cross-functional collaboration to enhance customer satisfaction and maintain comprehensive reports on performance metrics.Pioneered the implementation of QA processes for the contact center, which includes the onboarding and customer success departments.Two times recipient of the QA Hero Award Winner.Creation of monthly reports for leaders to reduce data inconsistency and improve on customer contacts. Ad Hoc reporting to drive call accountability and ownership per leader.Successful completion of CSM QA structure, metrics, and governance lead. 2023 - 2023 Show less

    • Cencora

      Dec 2023 - now
      3PL ICS Team Lead

  • Licenses & Certifications