CP

Open to opportunities

Carla Cruz Perchez

@carlacruzperchez

Fraud-focused customer operations professional delivering empathetic support and accurate investigations remotely.

What I'm looking for

I’m looking to join a customer-focused team where I can combine empathetic support with meticulous investigation work—ideally with remote flexibility, clear processes, and room to grow while improving customer experience and risk detection.

I’m a results-driven, detail-oriented professional who delivers exceptional customer experiences in remote environments. At AMERICAN FURNITURE WAREHOUSE, I remotely managed investigation process for suspicious activity and completed extensive financial fraud and recovery analysis for over 3 years.

I also conduct detailed investigations such as merchant verifications with banks, monitor real time que with incoming purchases to identify high risk transactions, and assist by providing investigation files containing personal and sensitive information to local law enforcement. From leading a front office team—overseeing 3-7 employees daily and ensuring compliance with Wells Fargo policy—to supporting customers and resolving concerns via phone, chat, and email, I bring reliability, adaptability, and clear communication to every independent setting; I continue to strengthen this customer-first mindset as a Real Estate Associate, assisting clients with property tours, comparative pricing, and contract negotiations.

Experience

Work history, roles, and key accomplishments

RI

Real Estate Associate

RE/MAX Inmotion

Feb 2024 - Jan 2026 (1 year 11 months)

Assisted clients in finding suitable properties by conducting property tours and comparing listings using nearby sold comps to support pricing decisions. Provided customer support via phone, chat, and email and negotiated real estate contracts between buyers and sellers.

Property Tours Contract Negotiation Customer Support Relationship Management

AW

Fraud Specialist

American Furniture Warehouse

Jan 2021 - Jun 2024 (3 years 5 months)

Remotely managed investigations for suspicious activity and performed extensive financial fraud and recovery analysis over 3 years. Conducted merchant verification with banks, monitored real-time purchase queues to identify high-risk transactions, and prepared investigation files for law enforcement.

Fraud Investigation Fraud Analysis Law Enforcement Liaison Customer Support

AW

Front Office Lead

American Furniture Warehouse

Mar 2019 - Jan 2020 (10 months)

Managed front-office finance application processes in compliance with Wells Fargo policies, including ID scanning and handling sensitive personal information. Supervised 3–7 employees daily, ensured cash/credit card policy adherence with accurate safe drops, and coordinated audits and refunds with accounting.

Wells Fargo Compliance Cash Handling & Safe Audits POS Policy Adherence Team Supervision

Education

Degrees, certifications, and relevant coursework

PC

Pathways Learning Center

High School Diploma, High School

Earned a High School Diploma from Pathways Learning Center in Thornton, Colorado.

TS

The CE Shop

Real Estate, Real Estate

2022 - 2025

Completed The CE Shop Real Estate training from 2022 to 2025.

Tech stack

Software and tools used professionally

Google Workspace

Remote

Safe

Jan

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