Brenda Rumualdo Gallardo
Omaha
Summary
Resourceful Senior Specialist recognized for productivity and efficiency in task completion. Specialize in strategic planning, project management, and data analysis. Excel in communication, problem-solving, and leadership to drive team success. Committed to delivering high-quality results in fast-paced environments. Highly-motivated with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
8
8
years of professional experience
2014
2014
years of post-secondary education
Work History
Sr. Specialist, Debit Card Investigations
FNBO
Omaha
10.2022 - Current
- Reviewed documentation and evidence to support fraud investigations
- Investigated debit card fraud cases, identified patterns and trends in fraudulent activities.
- Communicated with customers and company personnel, utilizing active listening, and interpersonal skills.
- Completed day-to-day duties accurately and efficiently.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Assisted with customer requests and answered questions to improve satisfaction.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Maintained updated knowledge through continuing education and advanced training.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Utilized various software and tools to streamline processes and optimize performance.
- Reviewed merchant documentation to validate chargeback claims and evidence.
- Researched and reviewed all aspects of the dispute process in order to determine root cause of the problem.
- Evaluated and reconciled customers' accounts to ensure accuracy of payments, credits, refunds, and adjustments.
- Responded promptly to customer inquiries about their disputes via phone or email.
- Gathered evidence for dispute resolution, including transaction records, customer correspondence, and other relevant documents.
- Resolved complaints through effective communication and problem-solving skills.
- Documented interactions and feedback in the customer management system.
- Remained calm and professional in stressful circumstances and effectively listening
- Provided exceptional customer service to ensure customer satisfaction.
- Researched applicable laws, regulations, standards, and best practices related to dispute resolution processes.
- Maintained accurate records of dispute resolution outcomes and documented findings from investigations.
- Investigated chargebacks and other payment disputes in accordance with company policies and procedures.
Disputes Specialist
I2c
Omaha
08.2020 - 10.2022
- Managed customer disputes through effective communication and conflict resolution.
- Collaborated with cross-functional teams to analyze and resolve complex issues.
- Reviewed documentation to ensure compliance with company policies and regulations.
- Reviewed transaction data using advanced analytical tools to detect anomalies.
- Assisted in training new analysts on dispute resolution procedures and systems.
- Researched applicable laws, regulations, standards, and best practices related to dispute resolution processes.
- Reviewed customer complaints regarding billing errors or unauthorized charges.
- Maintained accurate records of dispute resolution outcomes and documented findings from investigations.
Sr Bilingual Resolutions Specialist
Ubiquity Global Services
Omaha
07.2018 - 08.2020
- Managed customer inquiries and resolved issues efficiently.
- Collaborated with teams to improve service delivery processes.
- Analyzed data to identify trends and enhance operational performance.
- Managed escalated customer inquiries to ensure timely resolution and satisfaction.
- Collaborated with cross-functional teams to address product-related issues effectively.
- Documented and analyzed customer feedback for process improvement initiatives.
- Maintained a high level of quality assurance throughout the escalation process.
- Investigated customer complaints and identified root cause of the issue.
- Researched, analyzed, and resolved complex customer inquiries.
- Performed research on customer inquiries prior to escalating them for further review.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Completed day-to-day duties accurately and efficiently.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Identified needs of customers promptly and efficiently.
Education
South High
Omaha, NESkills
- Fraud investigation
- Data analysis
- Report preparation
- Dispute resolution
- Fluent in Spanish
- Excellent interpersonal communication skills
- High attention to detail
- Software utilization
- Team collaboration
- Problem solving
- Effective communication
- Active listening
- Conflict resolution
- Continuous improvement
- Customer relations
Languages
Spanish
Native/ Bilingual
Timeline
Sr. Specialist, Debit Card Investigations
FNBO
10.2022 - Current
Disputes Specialist
I2c
08.2020 - 10.2022
Sr Bilingual Resolutions Specialist
Ubiquity Global Services
07.2018 - 08.2020
South High