Fabian Guevara Passot
Customer service and operations professional with over 7 years of experience in multinational environments, including Amazon and global BPO operations. Specialized in managing complex, high-impact cases requiring precision, discretion, and strict adherence to corporate standards.
Experience
• Investigate high-impact payment and fraud-related escalations within a fast-paced operational environment, consistently exceeding productivity (108%) and quality (107%) performance targets. • Identify recurring fraud patterns and collaborate cross-functionally with Machine Learning and RTA teams to improve detection capabilities and reduce queue saturation. • Contributed to the development and successful launch of the Global PRO Investigator’s Guide, a centralized SOP and operational knowledge resource approved at S2 review level and deployed globally. • Analyze complex customer and transactional behaviors to support risk mitigation and protect marketplace integrity while maintaining SLA compliance. • Demonstrate strong ownership and operational adaptability during high-volume business periods, supporting critical queue stabilization efforts through extended operational coverage.
Delivered high-quality written and verbal customer support across chat and phone channels. Consistently exceeded quality assurance and customer satisfaction metrics. Managed high-volume interactions while maintaining professionalism and attention to detail. Selected for preliminary leadership training due to performance excellence. Recognized as a top performer in 2024.