RESUME

Profile

A Software Development student with extensive experience as a Bilingual Customer Service Representative and Fraud Prevention Analyst with more than a decade of experience in finance and consumer banking industries.

WORK HISTORY

Account Specialist, Chase, Houston, TX — Feb 2020 TO PRESENT

Efficiently service inbound customer calls and provide information about Chase accounts and services. I also troubleshoot online access, assist with website and app navigation, and connect customers to the correct department within Chase. I stay up to date with constantly changing policies and procedures. I consistently meet strict performance metric goals such as quality, compliance, handle time, schedule adherence, and customer satisfaction survey scores. I am also expected to maintain the Adobe connect team chat and participate by supporting other team members with questions.

Barista, Starbucks, Nov 2019 TO Jun 2020

Maintained the company and industry standards for the positions assigned from oven, register, customer support, or bar. I would make personal connections with customers by remembering their names and orders. I received the new inventory and merchandise. I would set up display pastry cases, retail display cases, and stock back of the house after receiving shipments. I participated in-store location record-breaking days for customer feedback surveys and sales.

Jr. Network Engineer, Active Expert, Oct 2019

Provided advanced Wireless Services for an all-wireless office. I spoke with customers and recorded usage feedback for the wireless design of an office of 80 users. I validated the wireless infrastructure after implementing changes to the settings. I surveyed a manufacturing and distribution center of approximately 2.5 million sq ft. I drafted the daily report for leadership for the technical and non-technical status updates.

CCT, Chase — 2018–2019

Implemented the department’s policies and procedures by processing corrections. I would review alerts, identify the error, make corrections and provide coaching to the specialists to prevent future liabilities. I exceeded the line of business defined quotas on a monthly basis. I trained specialists to manage the specialized queues and gave support during transition.

Fraud Hotline, Chase — 2016–2018

I worked towards meeting my goals by setting daily clear objectives and individual goals for myself to meet overall goals. Actively applied coaching, new policy and chase keys to day-to-day work. Emphasizing on preventing monetary losses to our customers and Chase while being consistent and providing customer service. Using the Chase Keys daily to benefit the customer and the company allowed me to easily handle customer’s request and make timely decisions in difficult situations.


Prior positions held include:

Operations - NSFOD, Chase — 2011–2012

TBC I-III Chase — 2009–2011

PT Teller, TBACU — 2007–2009

PT Computer/Software & supplies Sales, Cougarbyte HiEd — 2006–2007

PT JP Clerk, Brazoria County — 2003–2005

Education

Western Governors University — Bachelor of Science, Software Development expected graduation April 2024

University of Houston — 49 credit hours towards a Bachelor’s of Science in Biology and minor in Psychology

Skills / Languages

  • Customer Service

  • Problem-Solving

  • Time management

  • Communication

  • Detail oriented

  • SQL

  • HTML5, CSS3, JavaScript

  • Python

  • C++

Certificates

  • Microsoft Technology Associates- Database fundamentals 04/2019

  • CIW Site Development Associate 05/2020

  • Web Development Applications 09/2020

  • ITIL® Foundation Certificate in IT Service Management 12/2021

  • CompTIA Project+ Certified 06/2022