Narell Villalobos

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Financial Fraud Analyst

CityCo

Jul 2022 - Current (4 years)

As a Financial Fraud Analyst, I was responsible for fraud detection and prevention across financial transactions and accounts, employing transaction monitoring, pattern recognition, and anomaly analysis to identify potential risks. My role involved conducting thorough risk assessments and making informed decisions based on established policies and regulations. I investigated suspicious activities and managed chargeback disputes, ensuring compliance with KYC and other regulatory frameworks. My expertise in data analysis was enhanced through the use of dashboards, reports, and case management tools, allowing me to maintain a strong attention to detail and achieve high accuracy under time pressure. Additionally, I documented my findings meticu

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Customer Service & Fraud Specialist

Sykes Sitel

Aug 2019 - Jul 2022 (3 years)

As a Customer Service & Fraud Specialist, I served as the first point of contact for bilingual customer service related to banking accounts. I investigated and analyzed fraud and dispute cases, ensuring compliance with company policies while verifying customer identity and documentation, including IDs, bank statements, and proof of address. My commitment to maintaining professionalism and accuracy in all communications resulted in strong quality metrics. Additionally, I utilized my skills in organizing data for investigations, which allowed me to accumulate extensive experience in sorting and identifying the right type of information necessary to ensure that all cases met company requirements. This attention to detail not only enhanced our

Customer Service Agent

Concentrix

Apr 2019 - Jul 2019 (4 months)

As a Customer Service Agent, I delivered excellent customer support and consistently met KPI targets. I assisted customers with new services and guided senior users through troubleshooting steps, demonstrating my commitment to customer satisfaction improvement. My adaptability to constant procedural updates and system changes allowed me to effectively manage calls and provide chat support, ensuring a seamless experience for clients. Additionally, my background in marketing communication, although not directly relevant, has enhanced my conversational English skills, which have evolved significantly since my first job in customer service. This evolution has enabled me to engage with customers more effectively, fostering stronger client relati

Elder assistant

Profesional independiente

Jan 2016 - Jan 2017 (1 year 1 month)

Took care of elders in my home town, I assisted them with their medication, therapy and help them with their nutrition plan

Narell Villalobos

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