Yuliana Fariñas Abbott
Customer Support Specialist
Tuxtla Gutiérrez
Summary
Dedicated Customer & Fraud Specialist professional with around 8 years of experience with knowledge of service delivery, expertise investigating suspicious activity and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
11
11
years of professional experience
10
10
years of post-secondary education
Work History
Customer Support Analyst
Tribal
CDMX
09.2021 - 11.2023
- Managed high-volume support ticket queues, prioritizing cases based on urgency and impact.
- Served as escalation point for urgent or complicated cases, applying expertise to address critical issues effectively.
- Trained new hires in company procedures, fostering smooth transition into their roles as Customer Support Analysts.
- Developed and implemented strategies for improving overall customer experience, fostering long-term loyalty and trust.
- Collaborated with cross-functional teams to identify and resolve recurring customer concerns.
- Championed proactive outreach initiatives aimed at reducing common user issues, leading to decrease in incoming support requests.
- Created user-friendly guides and resources for self-help, empowering customers to find solutions independently.
- Provided primary customer support to internal and external customers.
- Worked closely with product managers to communicate customer feedback, influencing future product enhancements and updates.
- Actively participated in team meetings to share insights and best practices for improving overall performance.
- Resolved complex customer complaints, ensuring a positive experience with the company''s products and services.
Restaurant Happiness Specialist
Dine.Direct
04.2021 - 09.2021
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
Fraud Investigator Specialist
Amazon
08.2017 - 01.2020
- Streamlined investigation processes by developing efficient case management techniques, reducing time spent on each case without sacrificing accuracy or effectiveness.
- Conducted comprehensive training sessions for new employees, ensuring a strong understanding of anti-fraud processes and systems.
- Performed detailed background checks on individuals suspected of fraudulent activity to gather critical information needed for successful investigations.
- Reduced fraudulent activity by implementing effective fraud detection strategies and tools.
- Provided exceptional customer service to clients affected by fraudulent activities, addressing their concerns while maintaining compliance with regulatory guidelines.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Evaluated customer data to identify and prevent fraudulent activities.
Bilingual Customer Service Representative
Amazon
11.2014 - 08.2017
- Mentored new hires by sharing best practices, offering guidance, and modeling exemplary customer service techniques.
- Developed strong relationships with clients by offering personalized assistance tailored to their individual needs and preferences.
- Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
- Contributed to a reduction in customer complaints by quickly identifying and addressing root causes of dissatisfaction.
- Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.
- Efficiently processed customer orders, returns, exchanges, and refunds according to established guidelines while maintaining accuracy and thoroughness.
- Identified and responded to customer requests and concerns through email, online chat, and phone for both English and Spanish-speaking customers.
- Maintained high levels of customer satisfaction through empathetic listening, timely problem resolution, and personalized attention.
Fraud Analyst
Western Union
07.2014 - 11.2014
- Enhanced detection capabilities for potential fraudulent activities through regular review of account transactions and patterns.
- Assisted law enforcement agencies with information pertaining to ongoing investigations, contributing to successful case closures.
- Played a key role in the identification and apprehension of fraudsters by working closely with law enforcement authorities.
- Conducted thorough investigations on suspicious cases, ensuring timely resolution and minimizing financial impact.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
Bilingual Customer Service Representative
Teleperformance
04.2013 - 06.2014
- Maintained high levels of customer satisfaction through empathetic listening, timely problem resolution, and personalized attention.
- Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
Education
High School Diploma -
Liceo Napoleón Quesada Salazar
Guadalupe, Costa Rica 01.2003 - 12.2008
French - Language
Universidad Estatal A Distancia De Costa Rica
Sabanilla, Costa Rica 01.2010 - 12.2013
Skills
Complaint Handling
Escalation management
Call center experience
Report Preparation
Staff education and training
Online Chat Support
Application support
Documentation Development
Effective Communication
Multitasking Abilities
Attention to Detail
Support SOP Writing
Organizational Skills
Problem-Solving
Collaborative Team Player
Analytical Thinking
Telephone Numbers - Mobile
961-3300-600
Additional Information
- Zendesk
- Hubspot
- Slack
- Microsoft Office
Timeline
Customer Support Analyst
Tribal
09.2021 - 11.2023
Restaurant Happiness Specialist
Dine.Direct
04.2021 - 09.2021
Fraud Investigator Specialist
Amazon
08.2017 - 01.2020
Bilingual Customer Service Representative
Amazon
11.2014 - 08.2017
Fraud Analyst
Western Union
07.2014 - 11.2014
Bilingual Customer Service Representative
Teleperformance
04.2013 - 06.2014
French - Language
Universidad Estatal A Distancia De Costa Rica
01.2010 - 12.2013
High School Diploma -
Liceo Napoleón Quesada Salazar
01.2003 - 12.2008