ANDREA STEFANIA MARQUEZ ACUÑA

I worked as a sales advisor in the call center, where I assisted customers interested in handbags, wallets, and other accessories from the brand. My main responsibilities included providing detailed product information, offering personalized advice based on customer needs, and closing sales over the phone.

I have experience using Salesforce to track customer interactions and sales, as well as in package tracking and resolving inquiries related to shipping and deliveries. I also developed strong skills in handling objections effectively and stayed up-to-date on new collections and promotions to deliver service aligned with the brand’s identity.

• In my experience in the Back Office area, I spent seven and a half months reviewing and validating documents to prevent fraud in credit card applications in a banking institution in the United States.
  I verified the authenticity of the information provided by customers, ensuring compliance with internal policies and legal regulations.
  Implemented rigorous controls to identify inconsistencies.
  Signs of fraud.
  My attention to detail and knowledge of prevention processes helped to reduce risks and ensure security in the issuance of assigned financial products.

• During my experience as a Bilingual Customer Service Representative, I spent six months managing calls, in which I provided personalized attention in the fraud department of a U.S. banking institution, handling inquiries related to suspicious activity in accounts and credit cards.
  I performed transaction verifications, pattern analysis to detect fraud in order to ensure account security.
  My focus on timely resolution and effective communication strengthened customer confidence in banking services.