Customer Service Manager

JOSE R HERNANDEZ

Pinellas Park, FL ***** Email: ******************@*****.***

F RAUD CALL CENTER MANAGER

A top-performing Fraud Manager with 10+ years of experience developing and implementing quality project plans designed to reduce risks

and prevent fraud while increasing productivity and employee satisfaction . Proven record of supervising large groups of experienced

professionals with exceptional results that surpass expectations of customers and management alike. Experienced investigator capable of

isolating variables responsible for fraud and removing them to prevent further transgressions. Capable of managing multi-cultural teams

with fluency in English and Spanish.

AREAS OF EXPERTISE

Fraud Prevention Fraud Investigation Subcontractor Management

Security Risk Management Alarm Function Monitoring Call Center Management

Safety Instruction Crisis Event Instruction Cross-Team Collaboration

Customer Service Employee Satisfaction Project Management

PROFESSIONAL EXPERIENCE

Home Shopping Network, St Petersburg, FL 1997 – 2014

Fraud Call Center & LP Manager (2006 – 2014)

In charge of strategic planning, development, staffing and financial performance of call center operation of a $2.4 Billion retailer

with sales in the internet, telesales, wireless device and shop by remote spaces.

Orchestrated turnaround of sub-standard performance, achieving or exceeding all key measurement parameters:

o Reduced abandon rate from 38% to 10%

o Improved productivity by 40%

o Developed and implemented bilingual unit saving the company $350,000 annually

Oversee the fraud prevention, strategies, verification, detection, reduction and investigative in all spaces.

Establish strategies for fraud policies, fraud dispute, investigative and security requirements in all sales spaces as it relates to

verification, password and device fingerprinting.

Partnered with external technological groups to help lower queue rate by 30% while still keeping Chargeback rate below 1% and

maintaining credit strategically and operationally for the flex pay product offered at HSN to determine eligibility for those high risk

credit related transactions.

Develop operational risk policies and standards for risk management.

Build teams and promote teamwork through consistent interaction, effective coaching, and unifying team members.

Lead teams through projects and initiatives.

Maintain/Report AHT for the 300,000 inbound call and 80,000 Outbound

Eliminate and mitigate operational risks with implementation of strategic prevention plans.

Interpret statistics reported for AHT, availability, productivity, quality, etc., and determine how they relate to the business.

Track and monitor operating risk issues for business units.

Supervisor – Fraud Detection (2003 – 2006)

Supervised 18 Fraud Detection Reps

Developed, executed, and managed a comprehensive call quality program, encompassing an integrated scoring system for both

consumer and business related functions.

Increased team quality results, phone adherence, productivity and availability, which placed the team results higher than the

overall customer service group.

Recognize employees’ performance/behaviors, provide constructive feedback for improvement, along with acknowledgement of

successes, and document coaching discussions appropriately.

UPS SUPPLY CHAIN SOLUTIONS, CLEARWATER, FL 2008 – 2014

Supervisor LP & Asset Protection

• Investigate potential fraud by reviewing open/paid claims and interviewing employees or customers.

• Monitor multiple hubs for potential security risks and alarm function.

• Maintain security features including wiring and installation of cameras and metal detectors.

• Protect against fraudulent activity by creating AP Alerts and reporting and documenting incidents properly when necessary.

• Teach employees about principles, standards, and policies related to safety and crisis events and monitor their fulfillment.

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• Resolve hazards or compliance issues and investigate employee or customer accidents, collaborating with Asset Protection Lead.

• Interact with customers and employees to maintain a safe and profitable environment.

• Conduct disciplinary, capability, and grievance investigations, and take appropriate action to address any failings.

• Respond to all customer complaints or queries in an efficient manner.

• Interact with key clients to build relationships and identify their needs.

• Conduct crime and loss investigations into missing stock and loads.

• Ensure administration and office procedures run efficiently.

• Secure and alarm premises and monitoring security procedures.

• Manage subcontractors to ensure that they perform in line with their contractual agreements.

Technological Skills :

• Microsoft Windows and Office

• Crystal Reports

• Accertify,

• LexisNexis Risk Solutions

• Iovation

• Mainframe

• Falcon

• SQL

Languages:

• Fluent in English and Spanish

Affiliations:

• Merchant Risk Council

Education:

Eulises Francisco Espaillat

High School Diploma. Santiago, Dominican Republic

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