Professional Overview

Detail-oriented and bilingual professional with over six years of experience in intake processes, customer service, and fraud prevention within legal and financial sectors. Proven expertise in case verification, document validation, and compliance, including KYC and OFAC reviews. Adept at managing high-volume workloads, handling up to 150+ calls weekly—while maintaining the highest standards of accuracy and confidentiality. Skilled in navigating complex CRM systems and resolving client issues with empathy and precision. Passionate about streamlining operations and delivering a seamless, secure client experience in fast-paced environments.

Core Skills & Expertise

• Intake & Case Management: Specialized in gathering lead information, managing Social Security (SSI/SSDI) applications, and maintaining legal case files.

• Fraud Prevention & Compliance: Expertise in identifying account fraud, conducting KYC/OFAC reviews, and performing live research to mitigate disputes.

• Quality Control & Document Validation: Strong background in verifying immigration documents and client declarations for accuracy and legal compliance.

• Bilingual Communication: Native Spanish and high-level English proficiency for seamless support across diverse client bases.

• Research & Problem Solving: Experienced in conducting "external live research" to identify new fraud trends and improve internal processes.

• Data Reporting & Analysis: Proficient in creating Excel-based reports to track case statuses and resolution averages.

Tools & Technologies

• CRM & Salesforce: Advanced proficiency in managing lead data, order requests, and customer interactions.

• Fraud & Verification Tools: Expert use of EKATA, Lexis Nexis, Prado, and Stripe for risk mitigation.

• Communication & Collaboration: Professional experience with Slack, Hubstaff, and G Suite.

• Office Productivity: Advanced skills in Microsoft Office Suite (Word, Excel, PowerPoint).

Why Choose Me?

I bring a unique combination of analytical rigor and customer-centricity to every role I undertake. My background in fraud investigation and legal intake has taught me the importance of being both proactive and meticulous, whether I am identifying security risks or assisting a client through a complex application process. I am a fast learner, highly organized, and stay ahead of industry trends to deliver exceptional results. Whether working independently or as part of a team, I remain solutions-focused and dedicated to upholding the integrity and efficiency of the organizations I represent.