Bryan Chaves Madrigal

Managed high-volume service requests and operational cases while meeting strict SLA requirements. Maintained accurate records and validated sensitive customer and entitlement data to ensure compliance and operational integrity. Conducted documentation reviews, audits, and data verification activities while identifying inconsistencies and coordinating corrective actions. Supported cross-functional operational processes requiring detailed workflow tracking and escalation management. Coordinated onboarding-style validation activities including account verification, entitlement review, and documentation compliance. Created structured case summaries, operational documentation, and process-related reporting for internal stakeholders. Supported multilingual communication and issue resolution in English, Portuguese, and Spanish. Assisted with process improvement initiatives by identifying workflow inefficiencies and recommending operational enhancements. Managed confidential info

Conducted detailed investigations and case reviews while maintaining high accuracy and productivity standards. Managed sensitive and confidential information in compliance with internal policies and operational procedures. Maintained case documentation, investigation records, and workflow tracking within SLA expectations. Collaborated with cross-functional teams to improve operational procedures and documentation practices. Identified process gaps and contributed to workflow efficiency improvements. Supported multilingual operations in English, Spanish, and Portuguese.

Investigated unauthorized charges, billing disputes, account irregularities, and transactionrelated concerns for customers across Brazil, Portugal, and Spain. Conducted account reviews and transaction verification processes to identify inconsistencies and potential fraud indicators. Analyzed customer records, payment activity, and order history to support issue resolution and risk mitigation. Coordinated with financial institutions, carriers, and internal departments to validate information and resolve complex cases. Documented findings and prepared detailed case notes while ensuring compliance with internal procedures and customer protection standards. Managed sensitive customer information with a strong focus on confidentiality and accuracy. Supported multilingual customer interactions and case handling in Portuguese, Spanish, and English. Maintained productivity and quality performance in high-volume operational environments.