MELISSA TREMOLADA DEL ALCAZAR
Umbria
Summary
Specialist in customer service. Performances with great ease of communication, development of activities, and focus in reach individuals’ goals and teamwork. Very detailed oriented. My functions imply interacting with partners who work at all levels of the company, according to the company´s policies and guidelines. I have the ability to work under pressure, a strong work ethic, and a serious commitment to the goals defined by the team leader. Organized with experience completing projects by leveraging top-notch prioritization and multitasking skills. Resourceful and collaborative with extensive knowledge of maintaining customer relationships, keeping detailed records, and promoting excellence in customer interactions. I speak Spanish, English, and Italian (B1).
Overview
14
14
years of professional experience
Work History
Family Law Paralegal
The Law Offices of Sris, PC
Fairfax
04.2021 - Current
- Prepared legal briefs, motions, and pleadings.
- Assisted counsel in preparing answers, and providing documentation and information for discovery requests.
- Communicated with outside vendors on behalf of attorneys and legal departments.
- Coordinated trial exhibits by organizing materials, writing documentation, and preparing digital materials and displays.
- Maintained ongoing communication with opposing parties from discovery to trial phase to facilitate expeditious litigation.
- Conferred with clients and other involved parties to gather and track case information.
- Contributed to, maintained, and updated online data repositories for accessibility and to reflect firm standards.
Operational Risk Analyst
Scotiabank Peru
Lima
01.2014 - 12.2015
- Test the effective rating of risks of the units that are involved in the evaluation process as well as complement the information associated with the risks not identified
- Identify key controls based on the elements that belong to the COSO system for each category of risks, which is, identify in the “SCORECARD” Data Base.
- Resolved problems, improved operations, and provided exceptional service.
- Implemented risk avoidance and mitigation strategies to eliminate hazards, activities, and exposures that could negatively impact organizational assets.
- Developed short-term goals and long-term strategic plans to improve risk control and mitigation.
Fraud Analyst
Scotiabank Peru
Lima
01.2013 - 01.2014
- Interviewed witnesses thoroughly, asking appropriate questions to ascertain critical details about each case.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Summarized all key information regarding the investigation into a detailed report for delivery to the client.
- Gathered evidence, which included recorded and written statements, financial documentation, and audio materials for examination.
- Maintained excellent attendance record, consistently arriving to work on time.
- Proved successful working within tight deadlines and a fast-paced atmosphere.
- Assign responsibilities, establish conclusions and give recommendations based on the investigation.
- Elaborate a report based on the information that was gathered through the investigation and share this confidential document with the Head Managers involved in the detected fraud to take action.
Customer Ombuds Office Analyst
Scotiabank Peru
Lima
01.2007 - 01.2012
- Assistance with the appeals and/or demands of external customers
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved problems, improved operations and provided exceptional service.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Increased customer satisfaction by resolving issues.
- Management of effective meetings and customer contact.
- Handled several calls per day to address customer inquiries and concerns.
IT Help Desk Agent
Scotiabank Peru
Lima
01.2006 - 01.2007
- Assistance with requirements made by internal customers
- Manipulation and operations of the following systems: Bantotal, Workflow, LN, OFFICE.
- Assistance and support permanently according to the requirements of the units.
- Managed customers' expectations of support and technology functionality in order to provide a positive user experience.
- Patiently walked individuals through basic troubleshooting tasks.
Service Representative
Scotiabank Peru
Lima
07.2003 - 09.2006
- Resolved concerns with products or services to help with retention and drive sales.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Accepted payments and updated accounts with latest information.
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
- Provided information about company products and services, and capitalized on upsell opportunities.
- Maintained productivity and quality standards at all times.
Education
Bachelor - Business Management
Ricardo Palma University
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C.E.P. Hosanna
Skills
- Effective Written and Verbal Communication
- Courteous with a Strong Service Mindset
- Calm and Professional Under Pressure
- Customer Data Confidentiality
- Efficient and Detail-Oriented
- Issue and Complaint Resolution
- Expertise in Legal Proceedings
- Customer Relationship Management
Accomplishments
- Workshop tools for implementing internal controls
- Situational Leadership course
- Finance and accounting for non specialist
- Promotion and effective sales
- Administrative management
- Writing process for professionals.
Languages
Spanish
Native language
English
Advanced
C1
Italian
Upper intermediate
B2
Timeline
Family Law Paralegal
The Law Offices of Sris, PC
04.2021 - Current
Operational Risk Analyst
Scotiabank Peru
01.2014 - 12.2015
Fraud Analyst
Scotiabank Peru
01.2013 - 01.2014
Customer Ombuds Office Analyst
Scotiabank Peru
01.2007 - 01.2012
IT Help Desk Agent
Scotiabank Peru
01.2006 - 01.2007
Service Representative
Scotiabank Peru
07.2003 - 09.2006
Bachelor - Business Management
Ricardo Palma University
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C.E.P. Hosanna