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Silvestre Cárdenas López

About

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Representante de prevención de fraude
Nuevo León, Mexico

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Education

Résumé

Jobs verified_user 0% verified
  • SWBC
    COLLECTIONS TEAM LEADER
    SWBC
    Jul 2024 - Apr 2025 (10 months)
    • Oversaw a high-performing collections team for a well-established company serving key clients. Included monitoring agent attendance and punctuality, ensuring adherence to payment quality standards, tracking individual and team performance metrics, handling support and escalation calls, preparing detailed weekly Excel reports, conducting training sessions to enhance agent performance, and maintaining effective client communication to resolve issues and ensure satisfaction.
  • Sutherland
    CARD CARE FRAUD REPRESENTATIVE
    Sutherland
    Nov 2022 - Jun 2024 (1 year 8 months)
    • As a phone fraud prevention agent for the United States portfolio, my work focuses on protecting clients' financial transactions from fraudulent activities. This involves monitoring incoming and outgoing calls to detect potential suspicious or fraudulent behaviors. I use advanced tools and technologies to identify and prevent fraud, collaborating closely with other security teams to investigate cases and take corrective actions.
  • Sutherland
    TECH SUPPORT CONSULTANT /
    Sutherland
    Sep 2022 - Nov 2022 (3 months)
    • Delivered Tier 1 technical support, resolving complex customer issues with efficiency and professionalism. Ensured high levels of customer satisfaction through clear communication and proactive problem-solving. Supported sales efforts by identifying client needs. Demonstrated adaptability, teamwork, and continuous learning in a fast-paced, technology-driven environment.
  • H
    SME FLOOR RESOURCE
    HISPANIC TELESERVICES S.C.
    Sep 2021 - Sep 2022 (1 year 1 month)
    • As a (SME) Floor Resource, my primary role was to ensure operational excellence and service quality. This involved being an expert in the product, service, and campaign processes, as well as the tools and technologies used. Responsibilities included providing support and training to agents, supervising daily operations to ensure quality and efficiency standards were met. Additionally, I closely collaborated with colleagues through personal coaching to identify areas for improvement and develop strategies to optimize both physical and mental performance of the staff, as well as customer satisfaction.
Education verified_user 0% verified
  • U
    HIGH SCHOOL
    UANL COLLEGE
    Feb 2020 - Aug 2020 (7 months)