Geraldine Legaspi

Dedicated and customer-focused professional with over three years of experience in customer service, fraud analysis, and banking support. Proven ability to manage high volumes of client interactions across phone, email, and chat with empathy and accuracy. Skilled in risk mitigation, conflict de-escalation, and technical troubleshooting. Seeking to leverage strong analytical thinking and a commitment to exceptional service delivery in a challenging new role.

Fraud Analyst (Trust & Safety) – FINTECH Campaign at TaskUs (2024-11 – 2026-05)

• Managed multiple concurrent fraud investigations, customer inquiries, and technical documentation with zero backlog and strict adherence to SLAs.
• Identified emerging fraud patterns and delivered strategic reports to senior leadership to minimize risk exposure.
• Resolved complex, high-sensitivity customer escalations under intense pressure while maintaining a flawless 5-star customer satisfaction score.

Customer Care Specialist – FINTECH Campaign at TaskUs (2023-05 – 2024-11)

• Maintained flawless records of 30–40 daily customer interactions, account processing, and sensitive documentation to ensure 100% compliance with operational standards.
• Resolved complex customer issues efficiently, consistently maintaining an AHT well under the 450-second benchmark while verifying total satisfaction.
• Provided rapid support for banking applications and fund transfers, resolving critical technical roadblocks on the first contact to optimize overall AHT.

Customer Service Representative – TELCO Account at VXI Global Holdings (2022-04 – 2023-02)

• Managed high-volume incoming calls efficiently while consistently meeting and exceeding strict performance quotas.
• Contributed directly to team revenue growth by outperforming individual sales goals and call-handling targets.
• Delivered exceptional customer experiences by actively engaging clients, resulting in customer satisfaction (CSAT) scores that consistently exceeded company benchmarks.

Senior High School in Arts and Design Track – La Consolacion University Philippines (2019 – 2021)