Jimmy Emmanuel Cifuentes Sagastume
Tallinn
Summary
I have experience working in the customer support field, back-office, security, and product field, I am an excellent communicator, I work well independently or in a team and I am exceptionally confident with people. I am a highly flexible individual and enjoy the challenge of adapting to a new environment.
Overview
6
6
years of professional experience
Work History
CRM Executive
Nabu Minds
2023.10 - 2024.01
- Enhanced customer relationships by implementing tailored CRM strategies and personalized marketing campaigns.
- Boosted customer retention rates through ongoing engagement initiatives, such as loyalty programs and targeted messaging.
- Collaborated with cross-functional teams to ensure CRM data accuracy and improve overall customer experience.
Fraud and Risk Analyst
Coolbet
2020.08 - 2023.10
- Payments and Security Analyst
- Detected fraudulent activities by conducting thorough investigations and analyzing transactional data.
- Leveraged statistical models to identify high-risk transactions, optimizing resources towards areas requiring enhanced scrutiny.
- Using KYC tools and processes to identify possible fraudulent activities and be able to communicate them between teams in an understandable language.
Customer Service Agent (Spanish)
TransferWise
2018.03 - 2020.03
- Expedited resolution times by effectively prioritizing and managing multiple cases simultaneously.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Delivered personalized support by tailoring interactions based on individual customer preferences and needs.
Education
Psychology Degree -
Universidad San Carlos De Guatemala
Guatemala City, Guatemala11.2017
Skills
- Emotional Intelligence
- Communication skills
- Problem-Solving
- Attention to Detail
- Teamwork
- Customer Retention Strategies
- Analytical thinking
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Additional Education
- Stress & Anxiety Management course
- Emotional Intelligence Certified Practitioner
- Mindfulness-Based Cognitive Therapy Certified Practitioner
References
- Thomas Gustafsson, Coolbet, +372 5351 4934
- Rogelio Valenzuela, TransferWise, +372 5402 6742
Timeline
CRM Executive
Nabu Minds
2023.10 - 2024.01
Fraud and Risk Analyst
Coolbet
2020.08 - 2023.10
Customer Service Agent (Spanish)
TransferWise
2018.03 - 2020.03
Psychology Degree -
Universidad San Carlos De Guatemala