Rodrigo - Customer Support & Compliance Specialist with 8+ years in Banking & Tech

Heredia, Heredia Province, Costa Ricaen

Provided effective onboarding and product demonstrations at Tebra/Kareo, enhancing customer understanding and satisfaction.

Managed end-to-end KYC processes and compliance audits at Citi Bank, ensuring accuracy and regulatory adherence.

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Summary

Experienced in customer support, KYC compliance, fraud analysis, and technical systems, supporting cross-functional teams to ensure operational excellence and regulatory adherence.

Key Achievements

Led fraud investigations and dispute resolutions at Experian, safeguarding assets and maintaining team productivity.

Skills

Customer SupportAdvanced

Handled high-volume inbound calls, providing troubleshooting and tailored solutions to customers across industries.

KYC & ComplianceAdvanced

Managed and validated client and employee records, ensuring adherence to global compliance standards and conducting audits.

Fraud Investigation & Dispute ResolutionAdvanced

Investigated and coordinated fraud and dispute cases, supporting asset protection and customer satisfaction.

Technical SkillsIntermediate

Utilized tools like Salesforce, Jira, Power BI, and SQL to manage data and generate reports, supporting operational workflows.

Experience

Customer Service Rep/Sr, Product Support

Tebra/Kareo

August 2024 - to date

Provide walkthroughs and live demonstrations of software for customers, scheduling and conducting meetings through GoToMeeting or Microsoft Teams to ensure proper onboarding and product understanding., Manage and track customer cases through Salesforce and Jira, ensuring accurate documentation,...

AML &amp; compliance KYC Ops Analyst

Citi Bank

April 2022 - October 2023

Administered end-to-end employee and client lifecycle records by preparing, validating, and maintaining electronic KYC documentation, ensuring accuracy and compliance with global standards., Partnered with cross-functional teams (Relationship Management, Compliance, Risk) to triage and escalate...

FRAUD &amp; DISPUTES CREDIT ANALYST -SME-

Experian

April 2016 - July 2021

Investigated fraud cases, validating FTC and police ID theft reports to safeguard client assets., Coordinated dispute resolution across departments, ensuring customer satisfaction in high-volume environments., Supported recruitment, onboarding, and training of new employees, improving team...