Ana Karen Montano Customer Care | Enhancing Customer Satisfaction

Collections Specialist

GoodLeap

Aug 2025 - Current (1 year 1 month)

Help customers resolve delinquent accounts by negotiating payment solutions, reviewing account information, and providing clear guidance through sensitive financial situations. Work in a fast-paced, target-driven environment while maintaining compliance, protecting customer information, and collaborating with internal teams to achieve positive outcomes. Utilize CRM tools daily to manage customer interactions, investigate account issues, document cases, and collaborate across teams. This role has strengthened my skills in negotiation, problem-solving, customer communication, and making thoughtful decisions under pressure.

Fraud Prevention Specialist

Chase

Jan 2024 - Feb 2025 (1 year 2 months)

Specialized in detecting and preventing fraudulent activities within financial transactions at JPMorgan Chase. Analyzed high-risk transactions, identified suspicious patterns, and took proactive measures to mitigate fraud. Assisted customers in resolving fraud-related concerns, ensuring account security and compliance with banking regulations. Utilized CRM tools to manage customer interactions, investigate account issues, and document cases. Collaborated with internal teams to refine fraud detection strategies and improve risk assessment protocols. Maintained a high level of accuracy and efficiency in handling sensitive financial data.

Technical Operations Specialist

SafetyWing

Apr 2022 - Dec 2023 (1 year 9 months)

Progressed into a leadership role within the same company, overseeing customer service operations and guiding a global team. Led live chat and call support, ensuring high-quality service and efficient issue resolution. Managed client onboarding, providing personalized support to new customers, clarifying policy details, and ensuring a seamless transition. Utilized CRM tools to manage customer interactions, investigate account issues, and document cases. Developed training materials, optimized workflows, and implemented strategies to enhance customer satisfaction and retention.

Customer Care Specialist

SafetyWing

Dec 2019 - Mar 2022 (2 years 4 months)

Experienced in providing top-tier support in a fast-paced insurance startup. Managed live chat and inbound calls, assisting customers globally with policy inquiries, website navigation, and ensuring smooth issue resolution. Utilized CRM tools to manage customer interactions, investigate account issues, and document cases. Specialized in guiding clients through emergency situations with a calm and solution-focused approach. Adept at delivering clear, timely assistance while maintaining a high standard of customer satisfaction.

Bilingual Customer Service Representative

Teleperformance

Jan 2017 - Nov 2019 (2 years 11 months)

Provided top-tier support in a high-volume contact center, assisting customers via phone, chat, and email. Handled inquiries with professionalism and efficiency, ensuring prompt resolution of issues while maintaining high customer satisfaction. Utilized CRM tools to manage customer interactions, investigate account issues, and document cases. Developed strong communication and problem-solving skills by addressing a variety of concerns, from billing questions to technical support. Maintained a calm and empathetic approach, adapting to different customer needs and delivering clear, helpful solutions.

Ana Karen Montano

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