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Customer Service Manager

Houston, Texas, United States
November 15, 2018

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Alfonso Saenz

**** ********* ******

Houston, TX 77023

Cell: 832-***-****



Seeking a job position and the opportunity to diversify and utilize my financial work skills, knowledge, and experience.

Professional Experience:

2012- February 2016 JP Morgan Chase Houston, TX $36,500

Senior Risk Operations Analyst II: Compliance and Fraud Management Services

Analyzed accounts and transaction patterns of existing fraud trends to recommend anti-fraud processes and system improvements to prevent fraudulent activities relative to the changing transactional patterns and trend of fraud activity information for Consumer, Middle Market, Commercial, and other business lines large dollar/high-risk transactions.

Developed and maintained customer service relationships with internal/external clients across business lines for the verification and resolutions of account recovery and collection based transactions within compliance and regulatory guidelines.

Maintained records and files of action taken for suspicious accounts, audit purposes and input information into various databases.

Recommend new software tools used for fraud detection, prevention and reporting activities based on pilot participation and testing.

2005-2012 JP Morgan Chase Houston, TX $27,300

Fraud Prevention Analyst: Fraud Management Services

Monitored real time queues and transactional records to identify unauthorized transactions and fraudulent accounts.

Resolved customer issues and queued transactions within service level agreements to reduce potential revenue losses without constant supervision and within required deadline timeframe.

Interacted with banks and customers to validate information, confirm or cancel authorizations from further processing as needed for account closure or account recovery for collection.

Maintained fraud analysis models to improve efficiency and effectiveness of company systems.

Ensured confidentiality of all information collected during fraud investigations.

Generated suspicious activity reports and risk management reports for Managers.

1997-2005 JP Morgan Chase Houston, TX $26,500

Senior Vault Teller: Coin and Currency Department

Filled and blind verified outgoing internal/external customer orders.

Prepared and completed Federal Reserve shipment.

Manifested outgoing change orders for external customers.

General ledger skills: accounts payable and accounts receivable.

Balanced vault contents on a daily basis.

1995-1997 Texas Commerce Bank Houston, TX $21,000

Vault Teller: Process Department

Received and processed internal and external customer orders.

E-funded credit and/or deposits for external customers.

Preparation of outgoing Proofs.

Bonded Vault Teller and Team Lead

Data entry using a LAN computer accounting application: Currency Control.

Procured departmental supplies.

1983-1995 Kroger Houston, TX $19,000

Customer Service Supervisor: Store #223

Managed, maintained, and supervised Courtesy Booth operations: audits, collections, and billing; supervised cashiers.

Facilitated store accounting functions: accounts payable and receivable.

Facilitated employee payroll and timekeeping.

Developed, implemented, and maintained customer service

to internal and external customers.

Departmental Management positions held: Drug, Produce, Frozen Foods

Supervisor in the absence of store management as needed.

Bonded Cashier

10-key by touch and computer experience.


1989 Stephen F. Austin High School Houston, TX


Bilingual: English and Spanish

Computer Skills:

SAP, PeopleSoft, Windows: Word, Excel, PowerPoint, Intra-/Internet.

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