Camila Andrea Cortes Diaz
Back Office Agent (Fraud Analist)
Bogotá
Summary
Proactive team contributor with a goal-oriented mindset, committed to continuous improvement and professional development. Adaptable and reliable, supporting colleagues effectively and responding to changing needs. Skilled in conducting thorough investigations, fraud detection, as well as guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Overview
5
5
years of professional experience
1
1
Certification
2
2
Languages
Work History
Fraud Analist Agent
Teleperformance
06.2022 - Current
- Evaluated merchants accounts, transactional activity, business legitimacy and determined the most accurate process to be taken on each account.
- Informed merchants of policies and procedures related to identity verification and appealing processes.
- Resolved merchants inquiries with punctual, polite and professional service.
- Tracked fraud cases and monitored trends to develop strategies for prevention.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Assisted merchants in navigating the claims process, ensuring timely resolution of issues and optimal outcomes.
Supernumerary Supervisor
Teleperformance
06.2024 - 12.2024
- Oversaw daily operations of the team, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Conducted performance evaluations for team members, identifying areas of improvement and provided coaching to address inefficiencies.
- Generated reports detailing findings and recommendations.
- Created and managed monthly and weekly action plans based on team metrics and monitored team performance.
Subject Matter Expert
OneLink BPO
04.2020 - 05.2022
- Mentored junior team members, contributing to their professional growth and development.
- Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.
- Developed comprehensive knowledge base for easy access by all team members.
- Facilitated workshops to disseminate best practices across organization, leading to improved efficiency.
- Enhanced client relationships by delivering tailored advice and demonstrating in-depth product knowledge.
Education
Bachelor of Science in Bacteriology - Medical Microbiology And Bacteriology
Universidad Colegio Mayor De Cundinamarca
Bogota, Colombia 05.2001 -
Skills
Professionalism
Attention to detail
Critical thinking
Organizational skills
Goal-oriented mindset
Teamwork and collaboration
Customer service and care
Adaptability
Time management
Problem-solving abilities
Certification
English certificate
Timeline
Supernumerary Supervisor
Teleperformance
06.2024 - 12.2024
Fraud Analist Agent
Teleperformance
06.2022 - Current
English certificate
04-2022
Subject Matter Expert
OneLink BPO
04.2020 - 05.2022
Bachelor of Science in Bacteriology - Medical Microbiology And Bacteriology
Universidad Colegio Mayor De Cundinamarca
05.2001 -
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