Jonathan Salazar

• Conducted regular performance evaluations for staff members, providing constructive feedback and outlining areas of improvement.
• Developed high-performing team members through targeted training programs and one-on-one coaching.
• Successfully completed projects within deadlines, ensuring timely delivery to clients without compromising quality standards.
• Enhanced team performance by implementing effective communication strategies and regular feedback sessions.

• Monitor and analyze transactions for potential fraudulent activity.
• Investigate and resolve reported fraud cases, ensuring timely and accurate documentation.
• Develop and implement fraud prevention strategies and procedures.
• Collaborate with the customer service and operations teams to address and mitigate fraud risks.
• Conduct regular fraud risk assessments and provide recommendations for improvement.
• Prepare and present detailed reports on fraud trends and prevention measures.
• Stay updated on the latest fraud techniques and industry best practices.
• Assist in training and educating team members on fraud prevention and detection.

• Take ownership in improving the fraud and disputes monitoring & management processes and drive operational improvements.
• Have a strong understanding of card scheme rules/regulations and internal procedures that affect risk, fraud, and dispute processing.
• Help drive effective fraud and dispute strategies
• Drive reporting and insights regarding disputes and fraud and present data to internal and external stakeholders.
• Analyze payment data to discover anomalies and trends for fraud and dispute prevention.
• Collaborate with the product, program and engineering teams to generate platform enhancements, program specific improvements that can assist in fraud prevention and mitigation.
• Collaborate with card schemes and partners to ensure merchant compliance with fraud and dispute regulation.
• Contributes to the development of and then executes on operational project and initiative roadmaps to ensure ongoing performance, process or tool improvements and scalability.
• Proactively identifies operational risks or issues and works closely with internal and external partners and stakeholders for solutions including but not limited to Program Managers, Product Managers, Learning & Development team, Legal & Compliance teams and other relevant stakeholders.
• Identify and contribute to the creation of new metrics, KPIs, reporting and monitoring to drive operational excellence.

• Supports Associates deliver on service promises effectively and efficiently as individuals and as a team
• Acts as a go-to expert for Supervisor call/ escalated customer calls and keep abreast with product and process updates and / or changes that affect customer service

• Trained and to established BPO partner for 2 months

• Lead the Training and Operations for Mumbai, India

• Established Processes including Fraud and Compliance IT related concerns

• Transition of Tools / Certifcation and

• Launched GO LIVE

• Accountable for the team's day-to-day activities and the achievement of established service promises at the individual and at the team level

• Fosters a cohesive, creative, and fun working environment, mediating interpersonal issues within the team

• Leads the team's performance management, career development, learning and development, and engagement

• Demonstrating key cultural values with passion

• Responsible to undertake performance evaluation of the assigned staff

• Establishing performance parameters and gauge personal targets

• To carry out responsibilities in accordance to the company's policies which include interviewing, training of employees, planning, assigning and directing work, appraising performance, rewarding and disciplining an employee and attending to customer complaints and resolving problems

• Promote professionalism throughout the workplace

• Oversee the department and checks whether it is meeting the set customer satisfaction goals

• To help strengthen the relationship between the organization and its clients by ensuring client targets are being met

• To keep a close eye on the adherence to campaign policies, objectives and goals

• Mentored and guided employees to foster proper completion of assigned duties.

• Built strong relationships with customers through positive attitude and attentive response.

• Implemented new working processes to deliver multiple improvements.

• Set up and calibrated machinery to meet specifc production requirements.

• LG Part Sales and Service

• Managing 12 B2B associates who communicate with service centers in need of parts, confrming part number and price

• Dealing with the parts department about availability and bulk orders of service centers

• Makes a monthly report to show total completed sales, voided or refunded transactions due to defective and returned parts and service billing for units under warranty.

• Contribute to the achievement of the quantitative goals (CSAT, AHT, Quality Scores etc.)

• Directly responsible for a team of Customer Service Representatives engaged in Sales

• Carry out supervisory responsibilities in accordance with the company's policies which include interviewing, training of employees

• Education planning, assigning and directing work, appraising performance, rewarding and disciplining an employee and attending to customer complaints and resolving problems

• Promote professionalism throughout the workplace

• Interact with Quality Department and other cross functional departments to ensure the achievement of company and client quality goals

• Interpret and enforce company policies and safety regulations with Customer Service Representatives

• Coach, evaluate and assist Customer Service Representatives regarding customer service skills

• Ensure that the quantitative goals of each team member (CSR) are achieved

• Recommend measures to improve Customer Service representative project productivity

• Contribute to the improvement of processes for the account

• Handle and resolve CSR problems/issues and elevate them to Senior Management as required

• Responsible for the operational success of their team; plan and execute team plans, set up controls, and improve work processes

• Coordinates flow of work between shifts to ensure continuity

• Actively share ideas in the streamlining and enhancing work processes as well as conceptualizing ideas to boost CSR morale and loyalty; encourage sharing of ideas with the team and promote healthy competition among team members and other teams.