Customer Service Management

LAURENT HERRERA

Stuarts Draft, VA, *****

Movil: 502-***-**-**

Email: **************@*****.***

GOAL

To acquire a Bilingual customer service Management, Legal Advocate and Fraud Research Analyst for an

organization will give me the opportunity to develop my professional skills

while supporting company goals.

PROFESSIONAL PROFILE

Professional and enthusiastic bilingual legal adv cate, Fraud Research

Analyst, Anti Money Laudering AML experience of researching suspicious

banking transactions. Knowledge of criminal law.

SKILLS AND ABILITIES

. I have experience as a lawyer in criminal law, Fraud Research Analyst,

AML, from Colombia and U.S

. I have experience of daily monitoring of alerts, investigations, and

resolution of disputes or cases through the Bank's fraud platform.

. I have experience of Business customer services management

. I have experience in promoting and implementing programs of

rehabilitation for victims

EDUCATION

MBA-Master of Business Administrations, in Human Resources Management

Ana G. Mendez University System- Metropolitana University of Tampa,

Florida.

Bachelor of Arts degree in Law

Catholic University of Colombia, Graduated May. 2003

Specialist of Administrative Law

Externado University of Colombia, Graduated Feb. 2005

Specialist Social Security

Externado University of Colombia, Graduated Feb. 2007

Seminars

Anti Money Laundering

Centro Nacional de Aprendizaje of Colombia - SENA 2013

Total Quality Management System

Universidad Ana G. Mendez -Tampa Campus 2012

Emotional Intelligent

A Universidad Ana G. Mendez -Tampa Campus 2012

Nielsen Company

Nielsen Training Department

Nielsen Training TV Diary Placement and Abay 2012

Humanos Resources Management

Centro Nacionalde Aprendizaje - SENA 2013

Police Law

Catholic University of Colombia 2004

PROFESSIONAL EXPERIENCE

Cedar Priory School

Fishersville, Virginia

Mar, 2013

Director of Spanish Program

. Develop the current Spanish curriculum

. Identify new alternatives Spanish language instruction

. Monitor student progress

. Implementation and promotion of tutoring with the parents

Nielsen Company

Oldsmar- Florida

Nov 2011 - Jun 2012

Bilingual Spanish Research Interviewer

. Enlists household's cooperation in keeping a TV diary

. Persuades reluctant respondents to cooperate

. Accurate coding of respondent's answers

. Follows strict guidelines for obtaining consistently unbiased raw data

answers respondents' questions about the company, & study

procedures.

. Practices good customer service techniques at all times

. Practices good telephone techniques at all times

. Places calls to telephone numbers in sample selected for client

specific studies

. Maintains confidentiality of procedures, scripts and respondent

information at all times

. Makes decisions regarding appropriate disposition of each telephone

Genesis 680AM Radio Station

Tampa Florida, Nov/2010- Nov/ 2012

Account Executive

Developing new advertising clients through a relentless drive to

generate new business, face to face meetings with prospective clients,

involvement in the local business community, developing relationships with

business owners and decision makers Creating advertising campaigns for

your clients that are focused on their marketing needs and helping them

grow their Business, developing strong relationships with clients to ensure

success and repeat business, Closing business and executing the client

campaign as agreed upon, coordinating all aspects of an advertising

campaign including copy, ad production, billing, collections, promotions,

and events.

Randstad (Citi Group)

Tampa Florida, Dic/2010 Feb/ 2011

Fraud Research Analyst (Citi Group)

Researching suspicious banking transactions and patterns. This position is

critical to protecting the bank for legal/regulatory risks as well as

reputation and franchise.

Del Meta University of Colombia Mar/2005- Oct/2009

Professor Law Faculty

. Criminal and Family law professor

. Spanish and Legal thought Contemporary Professor

. Employment Law Professor

San Crist bal Hospital of Colombia Feb/2003- Nov/2007

Legal Attorney

. Organize and develop programs for victims of domestic violence

. Organize and develop programs and projects that benefit program,

families, various children and elderly women.

. Mentoring program providing help to local community social and medical

. Implementation of social programs for families, children, youth and

adults who are experiencing social, educational, and legal.

.

Villavicencio Regional Hospital- Colombia Mar. 2000- Dic. 2002

Legal Attorney

. Organize and develop programs for victims of domestic violence

. Mentoring program that provides assistance to the local community, in

prevention and health promotion.

. Make seminars and/or educational workshops in areas such as health,

legal, environment for vulnerable populations.

. Monitoring of each program and see that the community was satisfied.

Ministry of Commerce, Industry and Tourism of Colombia Feb-1.999 Sep .2004

Recruitment Coordinator

Schedule, organize, and develop tenders and bids to carry out development

projects and promotion of tourism for the country.

. All labor contracts, such as governments, selling, leasing,

consulting, etc

. Attended conferences with the Minister of Commerce, Industry and

Tourism, to deal with all aspects of budget.

Professional References

Mrs. Yris Vaca

Spanish Teacher

Charlottesville VA

Email: ********@*******.***

Cell: 505-***-****

Dr. Fred Lake Clark

Director of Education

Cedar Priory School, ABFH

Email: ****@***********.***

Telephone: 540-***-****

http://www.cedarschool.org/

Yvonne Cadiz

Campus Director

Tampa Bay Campus

Ana G. M ndez University System

3655 West Waters Avenue

Tampa, Florida 33614

Off: 813 -932 7500

Cell: 813- 230 0872

Email: *******@*****.***

Contact this candidate