MC CAIRO ALCA RAZ ADDRESS: PHONE: EMAIL: Vireo Tower, Arca South, Taguig City 09759023088 mralcaraz23@yahoo.com W O R K E X P E R I E N C E D I S P A T C H C L E R K S A T E L I T E O F F I C E | N I C K S C A L I F U R N I T U R E • Handled inbound and outbound calls to coordinate customer deliveries. • Scheduled and monitored furniture dispatch with drivers and warehouse staff. • Provided delivery updates, managed reschedules, and resolved customer concerns. • Processed and collected customer payments securely and accurately. • Maintained accurate records, invoices, and dispatch documentation. J u l y 2 0 2 4 - S e p t e m b e r 2 0 2 5 T R A I N E R I I C O N C E N T R I X | A M E R I C A N E X P R E S S • Delivered client-focused training for new hires, product updates, and ongoing development. • Guided trainees’ transition to production, ensuring skills met business standards. • Kept expertise current through call handling, team meetings, and client sessions. • Managed timecard approvals and ensured schedule adherence for agents. • Designed engaging training materials and simulations using Microsoft tools and Power Apps. G L O B A L N E W A C C O U N T R E P R E S E N T A T I V E C O N C E N T R I X | A M E R I C A N E X P R E S S • Handle both inbound and outbound calls from customers applying for American Express card. Review, gather information and process applications over the phone. • Report and investigate fraudulent applications • Deliver declined reasons and identify reconsideration eligibility by thorough account review F R A U D I D E N T I T Y R E P R E S E N T A T I V E C O N C E N T R I X | C A P I T A L O N E • Received both inbound and outbound calls from credit card holders regarding them transactions. • Investigate transactions for possible fraud. Approve and decline transactions after review. • Do reconciliation and assist card members with their billing questions E D U C A T I O N M a y 2 0 2 2 - N o v e m b e r 2 0 2 3 A u g u s t 2 0 2 1 - M a y 2 0 2 2 A p r i l 2 0 1 9 - J u l y 2 0 2 1 B A C H E L O R ' S O F A R C H I T E C T U R E T E C H N O L O G I C A L I N S T I T U T E O F T H E P H I L I P P I N E S Undergrad 2 years T R A I N I N G • Six Sigma Yellow Belt Certified - 08/2022 • Power Apps Guru Certified - 03/2023 • GROW Certified - 01/2023 • Evolved Certified - 01/2023 • CEET Certified - 03/2023 • CET Master Certified - 03/2023 A C C O U N T C O O R D I N A T O R E C E C O N T A C T C E N T E R S | P R E F I X O c t o b e r 2 0 2 5 - F e b r u a r y 2 0 2 6 • Serve as the primary point of contact between clients and internal teams. • Manage client accounts and ensure timely response to inquiries and service requests. • Monitor job progress and follow up with technicians/vendors for completion. • Assist Account Managers in handling multiple client portfolios. • Coordinate work orders, service tickets, and project updates. • Track billing, invoices, and documentation for accuracy.