Summary
Overview
Work History
Education
Skills
Timeline
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Isaac Fernandez Granados

Quality Evaluator, Financial & Fraud Assistant And IT Specialist
San José

Summary

Multifaceted professional with 3+ years of experience in quality assurance, financial services, and executive-level support. Proficient in fraud detection, client support, and internal operations. Skilled in cross-functional collaboration, risk mitigation, data analysis, and compliance. Committed to accuracy, discretion, and process optimization.

Overview

3
3
years of professional experience
2
2
Languages

Work History

Quality Evaluator

Concentrix
07.2024 - Current
  • Performed daily evaluations of customer interactions across calls, chats, and emails.
  • Ensured alignment with FDIC/KYC guidelines and improved FCR by 12%.
  • Delivered constructive feedback, helping increase CSAT by 8% through coaching sessions.
  • Collaborated with team leads to develop targeted improvement strategies.
  • Evaluated service interactions to ensure compliance with FDIC, KYC, and internal quality standards.

Fraud & Banking Support

Concentrix
01.2024 - 07.2024
  • Assisted Credit Card users with billing issues, disputes, credit limits, and account access.
  • Tracked fraud cases and monitored trends to develop strategies for prevention.
  • Analyzed large amounts of data to find patterns of fraud and anomalies.
  • Conducted thorough investigations of suspected fraud cases, leading to the recovery of lost funds.

Tech Support (IT)

Concentrix
05.2022 - 01.2024
  • Provided L1 & L2 support for hardware, software, and network issues on Apple and Windows devices.
  • Administered system setup, troubleshooting, and configuration for 200+ internal users.
  • Supported account management and IT security policy implementation.

Education

Bachelor's degree - Business Administration

ULACIT
01-2025

Diploma - Software Testing & Data Analysis (+ Power BI)

Udemy
05.2001 -

AWS Fundamentals Specialization

Coursera
01-2025

Skills

  • 3-year experience with an intermediate usage of Office 365 (Excel, Word, PowerPoint)
  • Defect identification
  • Data Entry & Documentation
  • Analytical mindset
  • Inspection documentation
  • Reporting and analysis
  • Fraud detection
  • Transaction monitoring

Timeline

Quality Evaluator

Concentrix
07.2024 - Current

Fraud & Banking Support

Concentrix
01.2024 - 07.2024

Tech Support (IT)

Concentrix
05.2022 - 01.2024

Diploma - Software Testing & Data Analysis (+ Power BI)

Udemy
05.2001 -

Bachelor's degree - Business Administration

ULACIT

AWS Fundamentals Specialization

Coursera

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Isaac Fernandez GranadosQuality Evaluator, Financial & Fraud Assistant And IT Specialist