Normand Aldo Rebollo Gutiérrez

Work History

PayPal

04.2023 - 11.2024

Conducted comprehensive risk assessments for multiple accounts, significantly reducing potential losses.
Evaluated customer data to identify and prevent fraudulent activities.
Tracked fraud cases and monitored trends to develop strategies for prevention.
Analyzed large amounts of data to find patterns of fraud and anomalies.
Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
Conducted thorough investigations on suspicious cases, ensuring timely resolution and minimizing financial impact.
Maintained updated knowledge of relevant regulations and industry best practices to continuously improve AML/KYC processes.
Conducted comprehensive research on clients'' backgrounds, verifying identities and assessing risks for potential financial crimes.
Determined customer risk ratings based on analysis and research findings.
Researched and interpreted corporate documentation to determine business and ownership structure.
Interpreted evidence from multiple tools and systems to determine legitimacy of customer behavior.
Supported KYC processes for prospective and existing customers.
Identified potential risks and red flags through comprehensive customer risk assessments, mitigating potential financial losses.

JOKR

08.2021 - 02.2023

Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
Helped new hires with training and QA feedback.
Fraud and Risk Analysis when refunds were needed.
In charge of process refunds of USA, México, Colombia, Perú and Chile; along with any proof of refund through multiple platforms.

Tech Mahindra

07.2020 - 03.2021

Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Responded to customer requests for products, services, and company information.
Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Developed strong product knowledge to provide informed recommendations based on individual customer needs.

Western Union

Helped customers with Dodd Frank and Reg E issues by resolving tickets in proper time.
Solved any currency error with empathy.
Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Provided coaching and mentoring to new hires, contributing to their successful integration into the team.

American Express

01.2018 - 11.2018

Assessed credit risk and analyzed financial statements.
Analyzed customer data such as financial statements to determine level of risk involved for extending credit.
Analyzed credit scores to determine borrowers' creditworthiness.
Attended credit-related training and conferences to stay informed about industry trends and developments.
Made decisions and recommendations about extending lines of credit.