Abraham Valenzuela

To use my knowledge, aptitudes, technical and humanistic skills that I have acquired and continue to acquire in my academic and professional training process for the development and achievement of my objectives as well as the active participation in the benefit of the company's objectives.

Customer Service T1 y Tier 2 at Felix Technologies SA de CV (2024-08 – 2026-01)

Modifications and refunds for money transfer. Generation of process cards for the attention of customer complaints. Ticket support via chat.

• Modifications and refunds for money transfer
• Generation of process cards for the attention of customer complaints (T1 and T2)
• Ticket support via chat

Customer Service Specialist at Didi Pay S.A. de C.V. (2023-06 – 2024-04)

Extraction and analysis of operation reports. Generation of process cards for the attention of customer complaints. Ticket support via chat. Management of applications or tools for internal users. Group and individual training.

• Extraction and analysis of operation reports
• Generation of process cards for the attention of customer complaints (T1 and T2)
• Ticket support via chat
• Management of applications or tools for internal users
• Group and individual training

Customer Service Supervisor swat at Tarjetas del Futuro SAPI SA de CV (Rappi) (2021-10 – 2023-03)

Extraction and analysis of operation reports with a focus on results. Management of direct customer service tickets. Generation of processes for the attention of customer complaints. Management of applications or tools for internal users. Group and individual training. Generation of learning manuals.

• Extraction and analysis of operation reports with a focus on results
• Management of direct customer service tickets
• Generation of processes for the attention of customer complaints
• Management of applications or tools for internal users
• Group and individual training
• Generation of learning manuals (videos, presentations, tests, etc.)

Station Team Leader, Loss Prevention at Mercado Libre (Deremate.com S.A. de C.V.) (2020-10 – 2021-06)

Operations reporting activities with a focus on results. Logistics station management with a focus on loss prevention. Generation of processes and reports. Trend analysis to mitigate packet loss. Audit management. Station security management and CCTV monitoring.

• Operations reporting activities with a focus on results (loss prevention)
• Logistics station management with a focus on loss prevention
• Generation of processes and reports, from theft to route
• Trend analysis to mitigate packet loss
• Audit management, with a focus on trends
• Station security management
• CCTV monitoring
• Automation of reports based on QR codes Excel, Googlesheets, Data Studio
• Training

Senior Analyst clarifications (Back up supervisor) at Corporate Services Scotia S.A. de C.V. (2017-05 – 2020-08)

Operations reporting activities with focus on results. Leave of absence and vacation management of teammates. Analysis of banking products. Activities distribution.

• Operations reporting activities with focus on results
• Leave of absence and vacation management of teammates
• Analysis of banking products: Credit card, Debit card, Checking accounts, Personal, auto and mortgage loans
• Activities distribution

Clarification Analyst at Corporate Services Scotia S.A. de C.V. (2014-03 – 2017-05)

Analysis of balances and movements in credit cards. Request of documentation for internal process. Management of operational process of clarifications. Credit card charge bonuses. Generation of chargebacks and attention to representations.

• Analysis of balances and movements in credit cards
• Request of documentation for internal process
• Management of operational process of clarifications
• Credit card charge bonuses
• Generation of chargebacks and attention to representations
• Search and tracking of credit card payments
• Reconciliation of accounting items
• Management of recovery of interbank payments (SPEI/TEF)

Inbound Clarifications/Fraud Executive at Corporate Services Scotia S.A. de C.V. (2011-04 – 2014-03)

Customer service via telephone. Generation of clarifications. Balance inquiries. Card blocking. Fraud pattern detection. Banking advice. Card activation. Scotiaweb advice. Back up supervision.

• Customer service via telephone
• Generation of clarifications
• Balance inquiries
• Card blocking
• Fraud pattern detection
• Banking advice
• Card activation
• Scotiaweb advice
• Back up supervision

Engineer in Mechanic Electric Engineering – Universidad Nacional Autónoma de México