Open to opportunities

Ismael Paz

@ismaelpaz

Message

Customer service professional with leadership experience in fraud prevention.

Mexico

Message

What I'm looking for

I am looking for a role that values teamwork and offers opportunities for growth.

I am a dedicated customer service professional with over five years of experience in both on-site call centers and remote interpretation. My journey has allowed me to grow into leadership roles, including Supervisor and Support Coach, where I have honed my skills in managing teams and ensuring high-quality service delivery. I am bilingual in English and Spanish, which has enabled me to effectively communicate with diverse customer bases and provide exceptional support.

Throughout my career, I have demonstrated a proven ability to handle complex payment issues and high-level escalations, particularly in my roles at Alorica. I have successfully implemented fraud detection protocols and coached agents on best practices for secure data handling. My commitment to team development and conflict resolution has consistently led to improved customer satisfaction and operational efficiency.

Experience

Work history, roles, and key accomplishments

Supervisor - Fraud Prevention Team

Alorica

Jun 2024 - Jun 2025 (1 year)

Supervised a fraud prevention team responsible for managing high-risk customer interactions. Implemented and enforced fraud detection protocols across operations.

Fraud Prevention Risk Management Compliance

Supervisor - Finance Department

Alorica

Jul 2023 - May 2024 (10 months)

Managed the escalations team specializing in complex payment issues and dispute resolution. Coordinated cross-department efforts to ensure prompt and accurate case resolutions.

Escalation Management Payment Processing Dispute Resolution Customer Satisfaction

Support Coach - Finance Department

Alorica

Jan 2023 - Jun 2023 (5 months)

Provided coaching and performance feedback to frontline agents. Led quality monitoring sessions and reinforced policy adherence.

Quality Assurance Training Workflow Optimization

Customer Service Agent - Finance Department

Alorica

Jul 2022 - Dec 2022 (5 months)

Handled incoming calls to assist customers with payments and arrangement plans. Maintained a high level of accuracy in financial account processing.

Customer Service Payment Processing Account Management Financial Accuracy

Medical & Customer Service Interpreter

TelePerformance

Jan 2020 - Dec 2022 (2 years 11 months)

Provided live English–Spanish interpretation for medical appointments and customer service calls. Maintained strict confidentiality and professionalism in high-pressure settings.

Medical Interpretation Customer Service Interpretation Confidentiality Cultural Sensitivity