Omhi Herrera Solis
Ciudad de México
Summary
Dedicated agent with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
16
16
years of professional experience
Work History
Dispute Investigator for Galileo
Teleperformance
08.2022 - Current
- Investigate disputes received to determine if the cardholder is liable for the charges.
- Analyze spending patterns, frequent locations, and general behaviors in cardholders accounts.
- Review the documentation provided by the merchants to determine if there is an error with the service or transaction.
- Use of different association platforms, such as VISA, MasterCard, Discover, Star to process chargebacks and review evidences provided.
- Investigate disputes for 8 of the 20 fintechs the program currently provide the service.
- Provide floor support to the coworkers.
- Resolve special cases provided by the supervisors from the escalations group.
Dispute Intake RISK Written Agent
Teleperformance
01.2022 - 07.2022
- Management of suspended and closed accounts.
- Suspension of accounts reported for hacking looking for suspicious activity in personal information, multiple password changes, or suspicious linked devices.
- Closure of accounts with identity theft report following the protocol for searching for signs of an account created fraudulently.
- Documentation request for account reactivation according to the reason for suspension.
- Verify that the documentation provided is legitimate and current using the tools provided.
- Escalate to the fraud department when a fraudster provides fake or altered documentation with the intent to take over an account.
- Reactivation of accounts after the review and validation of the documents provided, according to the type of suspension.
Dispute Intake Written Agent
Teleperformance
05.2021 - 12.2021
- File bank transaction disputes for charges unauthorized or non-recognized by the customer.
- Cancellation of debit or credit cards to protect the client's account after the report of unauthorized transactions.
- Schedule replacement of credit or debit cards after the report of unauthorized transactions.
- Locating declined transactions on the account.
- Educate the member about the status of ongoing disputes.
- Educate the member about the final resolution of disputes.
- Collection of information provided by the member to file a rebuttal for denied disputes.
- File bank transaction disputes for canceled transactions by the member.
- File bank transaction disputes for duplicate charges on the account.
- Educate the member about the status of pending transactions.
Math Teacher
Instituto de la Juventud de la Ciudad de México
03.2015 - 03.2021
- Prepare and implement lesson plans to cover required course topics.
- Help students develop learning skills and good study habits useful in school.
- Assess student understanding through quizzes, tests, and regular homework.
- Use strategies and multimedia technology to convey information in a fresh and interesting way.
- Maintained consistent classroom environments focused on learning by setting and enforcing clear goals.
- Implementation of games, crossword puzzles, word searches, and interactive activities for a better understanding of the topics.
- Provide feedback according to the results obtained in the exams.
- Give personalized attention to students with difficulties to understand the topics.
Customer Service Representative
Teletech
12.2011 - 06.2012
- Attend to customer needs according to the billing service concerns.
- Make changes in the service according to the client's needs.
- Seek to improve customer loyalty by offering the best deals on discounted services.
- Provide and guide the customer in handling the different self-service options.
- Provide basic technical support assistance.
- Use the company's problem-solving tree to assess technical problems and find appropriate solutions.
Customer Service Representative
Wunderman
05.2011 - 12.2011
- Make outbound calls to invite dentists to participate in the campaign.
- Update the information of the dentists to keep the records up to date.
- Answer inbound calls for patient care-seeking dental service.
- Respond to patient requests, offering excellent support to address needs.
- Keep track of the equipment provided to carry out the campaign.
Stretcher bearer
Nuevo Hospital Obregón
09.2008 - 02.2011
- Delivery of blood samples in the clinical laboratory.
- Mobilize bedridden patients according to medical indications.
- Transfer of patients to the different cabinet studies.
- Collect medication requisitions from the different hospital areas to be stocked.
- Delivery of medicines corresponding to the different hospital areas.
- Auxiliary to the patients with a medical discharge.
Archive Assistant
Nuevo Hospital Obregón
01.2008 - 09.2008
- Open files for newly admitted patients.
- Preparation of the files for the scheduled consultations of the different specialties of the external consultation.
- Delivery of files in the different areas of hospitalized patients.
- Intercalation of the files for their correct organization.
- Renew damaged files.
Coffee Shop Worker
Finca Santa Veracruz
11.2007 - 03.2008
- Prepare a wide variety of hot and cold beverages on average shifts with consistently positive customer satisfaction scores.
- Monitored supply levels at the counter and maintained customer areas to meet typical demands.
- Recommend products based on a solid understanding of individual customer needs and preferences.
- Beverage preparation was explained and samples were offered to help customers choose the ideal products.
- Counters, machines, utensils, and seating areas were cleaned daily.
- Interacted pleasantly with clients during busy periods to promote a fun and positive environment.
- Build customer loyalty by remembering personal preferences
- Memorize recipes for specialty coffee drinks and seasonal offerings.
- Attend the delivery service promptly to deliver the product as fresh as possible.
Education
Bachelor's Degree - Communication Sciencies
Facultad De Ciencias Políticas Y Sociales
Ciudad de México, CMX /2019 -
Skills
- Efficient time management
- Ability to perform work autonomously
- Problem solving
- Multitask
- Written and verbal communication skills
- Good performance working under pressure
Timeline
Dispute Investigator for Galileo
Teleperformance
08.2022 - Current
Dispute Intake RISK Written Agent
Teleperformance
01.2022 - 07.2022
Dispute Intake Written Agent
Teleperformance
05.2021 - 12.2021
Math Teacher
Instituto de la Juventud de la Ciudad de México
03.2015 - 03.2021
Customer Service Representative
Teletech
12.2011 - 06.2012
Customer Service Representative
Wunderman
05.2011 - 12.2011
Stretcher bearer
Nuevo Hospital Obregón
09.2008 - 02.2011
Archive Assistant
Nuevo Hospital Obregón
01.2008 - 09.2008
Coffee Shop Worker
Finca Santa Veracruz
11.2007 - 03.2008
Bachelor's Degree - Communication Sciencies
Facultad De Ciencias Políticas Y Sociales
/2019 -
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