Ana Karen Montano
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Customer Care |
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Mexico City, Mexico
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Collections SpecialistGoodLeapAug 2025 - Current (1 year)- Fraud Prevention SpecialistChaseJan 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. 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 SpecialistSafetyWingApr 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. Developed training materials, optimized workflows, and implemented strategies to enhance customer satisfaction and retention.
- Customer Care SpecialistSafetyWingDec 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. 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 RepresentativeTeleperformanceJan 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. 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.