Alfredo Montalvo Lopez
Mexico City
Summary
Experienced Fraud Analyst with a proven track record in fraud detection and risk assessment, having worked with Scotiabank and Teleperformance - Chime. Demonstrated expertise in monitoring customer accounts, analysing transactional data, and processing chargebacks to safeguard company revenue. Proficient in KYC procedures and compliance monitoring, with strong organisational skills and attention to detail. Committed to delivering timely and accurate support for duties.
Overview
1
1
Language
6
6
years of professional experience
Work History
Technical Support Representative
Tech Mahindra
Ciudad de México , México
09.2025 - 05.2026
- Provided technical assistance via phone, email, and chat.
- Conducted tactical troubleshooting to identify faults.
- Diagnosed and resolved technical issues using remote access tools.
- Managed customer expectations regarding resolution timelines.
Fraud Analyst
Scotiabank
05.2024 - 01.2025
- Monitored customer accounts for irregular spending patterns, promptly freezing accounts to prevent further unauthorised transactions.
- Analysed chargeback requests to distinguish between legitimate claims and fraudulent disputes, protecting company revenue.
- Reviewed transactional data to uncover patterns signalling potential fraudulent behaviour.
- Managed complaints with calm, clear communication and problem-solving.
Technical Support Representative
TTEC - Verizon
11.2023 - 03.2024
- Provided technical support to app users, troubleshooting issues promptly to maintain high levels of customer satisfaction.
- Resolved customer queries and problems using effective communication and providing step-by-step solutions.
- Provided customer assistance through chat.
- Resolved technical issues for customers through telephone, email, and live chat support, improving customer satisfaction levels.
- Managed live chat support, providing instant responses to customer queries and boosting engagement.
Customer Experience Agent
Concentrix - Uber
03.2023 - 08.2023
- Handle and review assigned cases within available SLAs, including advising relevant stakeholders on next steps.
Bilingual Risk Analyst
Teleperformance - Chime
01.2021 - 01.2022
- Summarised all key information regarding the investigation into a detailed report.
- Monitored regulatory compliance within financial operations, preventing legal penalties, and protecting the company's reputation.
- Conduct client profile reviews for customer accounts.
- Document findings and conclusions in line with the prescribed tools and process.
- Perform KYC tasks, including monitoring and tracking of the KYC records, update forms and client profile according to policy requirements.
Bilingual Fraud Investigator
Teleperformance - Chime
01.2020 - 01.2021
- Assessed fraud risks and recommended prevention steps for client organisations.
- Produced detailed technical investigative reports with decisive findings.
- Reviewed financial records to investigate suspected fraud cases, including visa chargebacks.
Education
Bachelor's degree - Marketing
UNAD México
Skills
- KYC procedures
- Chargeback processing
- Attention to detail
- Fraud detection
- Compliance monitoring
- Risk assessment
- Knowledge of financial platforms
- Zendesk
- Galileo
- Looker
- Penny
- Slack
- Navisphere
Languages
English
Advanced
C1
Timeline
Technical Support Representative
Tech Mahindra
09.2025 - 05.2026
Fraud Analyst
Scotiabank
05.2024 - 01.2025
Technical Support Representative
TTEC - Verizon
11.2023 - 03.2024
Customer Experience Agent
Concentrix - Uber
03.2023 - 08.2023
Bilingual Risk Analyst
Teleperformance - Chime
01.2021 - 01.2022
Bilingual Fraud Investigator
Teleperformance - Chime
01.2020 - 01.2021
Bachelor's degree - Marketing
UNAD México