Gustavo Rivas Padilla

Fraud and payments analyst

Envato

Jul 2022 - Current (3 years 10 months)

• Utilized Kount, FPA, and other fraud prevention tools to enhance fraud detection and prevention strategies. • Developed and implemented fraud rules using data mining and analysis, resulting in a significant reduction in fraudulent activities. • Identified and communicated fraud trends and rings, improving overall risk management and protecting company assets. • Engaged in occasional customer interactions for accounts flagged as high-risk for fraud, ensuring that these communications were handled with tact to avoid alerting potential fraudsters to our detection and prevention strategies, while also ensuring that our interventions were not overly disruptive to genuine customers we aim to retain.

L2 Customer Success Officer

Envato

Jul 2021 - Jul 2022 (1 year 1 month)

• Assisted team manager in rewriting SOPs and automating responses, increasing customer satisfaction by 30% and reducing response time by 50%. • Managed the team for 6 months during the manager's leave, performing quality reviews of all team members, which led to a CSAT of 85% overall. • Implemented process improvements, enhancing team efficiency and customer service quality.

S

Medical Video Interpreter

Stratus Video,

Aug 2018 - Jun 2021 (2 years 11 months)

• Delivered top-tier medical interpretation using advanced video technology, ensuring clear communication and interpretation, improving communication efficiency. • Enhanced customer service by prioritizing the needs of LEPs, increasing customer satisfaction rates. • Facilitated overcoming language and cultural barriers, contributing to a more inclusive and effective service environment.

L

Spanish Interpreter

Language Services Associates,

May 2018 - Aug 2018 (4 months)

• Provided accurate and complete renditions, ensuring clear communication and understanding between clients and LEPs, improving communication efficiency. • Delivered exceptional customer service, prioritizing the needs of LEPs and enhancing overall customer satisfaction rates. • Facilitated overcoming language and cultural barriers, contributing to a more inclusive and effective service environment.

U

Intern

University of Tampere,

Feb 2017 - Apr 2017 (3 months)

• Assisted in teaching, administrative, and research tasks, enhancing operational efficiency through meticulously preparing class materials and technical support. • Authored executive reports and resumes for scholars, contributing to the institute's academic output and increasing project visibility. • Participated in an EU-funded special project, writing a short article for the project's blog, showcasing strong research and communication skills.

L

Spanish Interpreter

LanguageLine Solutions,

Oct 2013 - May 2018 (4 years 8 months)

• Provided accurate and complete renditions, ensuring clear communication and understanding between clients and LEPs, improving communication efficiency. • Delivered exceptional customer service, prioritizing the needs of LEPs and enhancing overall customer satisfaction rates. • Facilitated overcoming language and cultural barriers, contributing to a more inclusive and effective service environment.

T

Call agent

TELEPERFORMANCE MÉXICO,

Nov 2012 - Oct 2013 (1 year)

• Updated and clarified billing information, provided video tech support, and handled sales inquiries, ensuring accurate and efficient service. • Achieved top salesperson status for 3 consecutive months, demonstrating exceptional sales skills and customer engagement. • Maintained a customer satisfaction (CSAT) score above 90%, reflecting a high level of customer service and problem-solving abilities. • Updated and clarified billing information, provided video tech support, and handled sales inquiries, ensuring accurate and efficient service. • Achieved top salesperson status for 3 consecutive months, demonstrating exceptional sales skills and customer engagement. • Maintained a customer satisfaction (CSAT) score above 90%, reflecting

T

Store Manager

TireMax,

May 2007 - Sep 2012 (5 years 5 months)

• Spearheaded the implementation of Quickbooks for billing and payroll, modernizing operations and increasing efficiency by 30%. • Led the expansion from two to six stores within a year, achieving profitability for new locations within six months. • Negotiated with new providers, reducing operational costs by 15%, and maintained the lowest claims rate, 30% lower than other stores.

Gustavo Rivas Padilla

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