Alma Jocelin Barrera Chávez

Results-driven Fraud & Risk Analyst with experience in KYC compliance, fraud investigations, customer support, and technical troubleshooting. Skilled in transaction monitoring, risk assessment, and resolving complex customer issues while maintaining regulatory compliance. Detail-oriented, proactive, and experienced in delivering excellent customer experiences and collaborating effectively in remote, fast-paced environments.

Senior Customer Care Agent (Fraud & Risk) at Novibet (2026-01 – 2026-06)

• Reviewed and validated KYC documentation to ensure regulatory compliance and data accuracy
• Monitored deposit and withdrawal activity to detect irregularities and mitigate risk exposure
• Detected and escalated potentially fraudulent accounts based on behavioral and transactional patterns
• Handled high-risk customer accounts while maintaining strict compliance with internal policies

Customer Support Analyst (Fraud & Risk) at Coolbet (2025-06 – 2026-01)

• Investigated suspicious activity and on-boarding risk alerts in compliance with AML/KYC standards
• Conducted behavioral analysis to identify fraud patterns and mitigate risk
• Supported internal fraud investigations with actionable, data-driven insights
• Collaborated with compliance and risk teams to improve detection processes
• Managed high-risk customer interactions while ensuring regulatory adherence
• Performed detailed reviews of KYC documentation to validate customer identity and detect inconsistencies or potential risks

Merchant Tier 3/Global Advocate at DoorDash (2024-07 – 2025-06)

• Resolved complex, high-priority customer issues in compliance with company policies
• Investigated emerging risks and contributed to process improvement initiatives
• Acted as point of contact for escalations (Tier 3 support)
• Supported Catering and Global Advocate operations

Associate II - Cloud Interface Agent at UST (2024-07)

• Provided technical troubleshooting support for web-based applications
• Managed client interactions in English and Spanish across multiple cases
• Led triaging efforts by prioritizing and routing technical issues
• Acted as liaison between technical and non-technical stakeholders

Customer Support Specialist at OpenTable

• Provided customer support to restaurant partners, assisting them with the setup and management of their profiles on the platform
• Configured and maintained restaurant menus, operating schedules, special events, and table layouts within the application
• Guided restaurant staff in using platform features and resolving operational issues to ensure a smooth user experience
• Coordinated updates to restaurant information, ensuring accuracy and timely implementation of changes
• Responded to inquiries and troubleshooting requests, delivering efficient solutions and maintaining high levels of customer satisfaction

Customer Support Specialist at BiteSquad

• Assisted customers in placing catering orders and navigating the platform, delivering prompt and effective support
• Addressed customer inquiries and troubleshooting requests, achieving high customer satisfaction levels
• Acted as a liaison between customers and restaurants to resolve order-related issues and ensure a seamless experience
• Coordinated catering orders for business clients, ensuring accuracy in order placement and timely fulfillment
• Supported restaurant partners by updating menus, managing operating schedules, and optimizing platform settings
• Collaborated with restaurant partners to address operational concerns, update information, and improve service quality

Universidad Mexicana in Administration – Universidad Mexicana (2016-12 – 2016-12)

High School Diploma in Programming – CECYTEM (2015-12 – 2015-12)