Ricardo Acibeiro Garcia
Team Leader
Mexico
Summary
Client Manager dedicated to assisting account executives and account teams by performing administrative and client support duties associated with maintaining client accounts. Focused on ensuring excellent service standards and maintaining high customer satisfaction. Experience providing product and services information, and resolving any emerging problems clients might face with accuracy and efficiency.
Overview
13
13
years of professional experience
4
4
years of post-secondary education
2
2
Languages
Work History
Fraud Prevention Analyst
Teleperformance
07.2023 - Current
- Prevented significant financial losses by swiftly identifying compromised accounts and taking appropriate action to secure client assets.
- Collaborated effectively with internal stakeholders from various departments to devise coordinated responses against organized criminal networks targeting our institution.
- Streamlined internal communication channels to ensure timely escalation and resolution of potential fraud incidents.
- Participated in cross-functional teams tasked with developing strategies for combating emerging forms of financial crime, such as cyberattacks or identity theft schemes.
Customer Experience Supervisor
Scotiabank
11.2021 - Current
- Preparing coaching for team members
- Call monitoring
- Quality monitoring
- Attendance
- Administrative work
- Side by side monitoring
- Result presentations
- Take escalation calls
- Customer call backs to check for satisfaction
- Prepare team meetings
Consultant
Scotiabank
04.2021 - 11.2022
- Subject matter specialist
- Escalation calls
- Back office dispute case work
- Create documentation for customer
- Disputes calls
- Banking and process inquiries resolution
Customer Care Advisor
Scotiabank
08.2018 - 03.2021
- Inbound calls
- D2D banking training
- Revolving credit training
- Borrowing training
- Disputes training
- Basic investments training
Manager
Hotel Izcalli
04.2012 - 06.2018
- Administrator
- Results review
- Team management
- General accounting
- Excell documentation
Software Developer
Evolution Marketing Group
01.2011 - 02.2012
- Software development on .Net Framework 3.5
- Database migration from Access to SQL
- Excell data migration to SQL
- IT support
- Data base management
Education
Bachelor of Science - Computer And Information Sciences
Universidad De Las Americas
Mexico City 07.2004 - 06.2008
Skills
Staff Management
undefinedTimeline
Fraud Prevention Analyst
Teleperformance
07.2023 - Current
Customer Experience Supervisor
Scotiabank
11.2021 - Current
Consultant
Scotiabank
04.2021 - 11.2022
Customer Care Advisor
Scotiabank
08.2018 - 03.2021
Manager
Hotel Izcalli
04.2012 - 06.2018
Software Developer
Evolution Marketing Group
01.2011 - 02.2012
Bachelor of Science - Computer And Information Sciences
Universidad De Las Americas
07.2004 - 06.2008
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