MIGUEL ANTONIO DE LEON

AR Disputes Analyst II is responsible for managing, researching, and resolving customer disputes related to invoices, payments, pricing, and deductions. This role works closely with internal teams including Collectors, Sales, Customer Service, Order Management and Billing, as well as external customers to ensure timely resolution of disputes and minimize DSO (Days Sales Outstanding).

• Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.
• Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.

The Risk & Fraud Analyst is responsible for monitoring, detecting, investigating, and preventing fraudulent activities across the organization’s products, services, and systems. This role involves real-time and retrospective analysis of transactions, customer behavior, and risk patterns to minimize financial loss and protect both customers and the business from fraud.

• Evaluated customer data to identify and prevent fraudulent activities.
• Tracked fraud cases and monitored trends to develop strategies for prevention.

As a Customer/Driver Support Representative, I will be the first point of contact for Uber riders and drivers across North America and Canada. I'm handling inbound and outbound phone calls, providing real-time support to resolve issues related to trips, accounts, payments, and safety. The role requires strong communication skills, empathy, and problem-solving abilities to ensure every customer and driver receives an exceptional Uber experience.

• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

As a Web Chat Support Representative for our utility services (gas, electricity, and water), I'm responsible for assisting customers via live chat and email channels. Providing timely, professional, and accurate information, helping customers resolve billing concerns, service inquiries, account updates, and technical issues. This role requires excellent written communication skills, attention to detail, and a customer-first mindset.

• Self-motivated, with a strong sense of personal responsibility.
• Excellent communication skills, both verbal and written.

As a Customer/Driver Support Representative, I will be the first point of contact for Uber riders and drivers across North America and Canada. I'm handling inbound and outbound phone calls, providing real-time support to resolve issues related to trips, accounts, payments, and safety. The role requires strong communication skills, empathy, and problem-solving abilities to ensure every customer and driver receives an exceptional Uber experience.

• Maintained a high level of accuracy in all email correspondences, ensuring that customers received clear and concise information to address their inquiries effectively.
• Assisted customers with product troubleshooting and provided relevant solutions to ensure their needs were met.

Assisting customer/clients via phone using technical support/skills, escalating issues via email.

• Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
• Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
• Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
• Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
• Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
• Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.

The Legal Assistant – Collection Officer supports the legal and collections team by managing accounts with outstanding balances, assisting in legal documentation, coordinating with clients and legal representatives, and ensuring compliance with company policies and applicable laws. The role focuses on recovering delinquent accounts while maintaining professional and ethical standards.

• Maintained strict confidentiality, protecting sensitive client information as required by legal ethics and regulations.
• Improved communication between attorneys and clients by scheduling meetings, providing status updates, and relaying critical information promptly.
• Managed high-volume workload while maintaining strict attention to detail on every task such as drafting pleadings or summarizing depositions accurately.