Micah Gallardo

Responsible for handling calls from customers who need to dispute transactions and money movement on their Account while making sure to file the correct dispute type and process accordingly. Responsible for handling calls from customers who need to check the status of their Claim, status of Temporary Credit, Final Credit and/or Wire Recall from their Disputes. Responsible for analyzing First Party Fraud, Account Takeover and Vulnerable Persons.

Fraud Specialist I (Claims) at JP Morgan Chase (2025-03 – 2026-05)

• Responsible for handling calls from customers who need to dispute transactions and money movement on their Account while making sure to file the correct dispute type and process accordingly.
• Responsible for handling calls from customers who need to check the status of their Claim, status of Temporary Credit, Final Credit and/or Wire Recall from their Disputes.
• Responsible for analyzing First Party Fraud, Account Takeover and Vulnerable Persons.
• Responsible for assisting customer for common Customer Service inquiry related to their Checking Account that we can still answer.
• Responsible for assisting customers in providing information such as precautionary measures how to prevent them from common fraud.
• Responsible for assisting customers with Identity Theft report.

Risk Analyst (Dispute Intake) – Credit Karma Account at Ubiquity Global Services (2023-12 – 2024-12)

• Responsible for handling calls from customers who need to dispute a transaction on Account while making sure to analyze the correct dispute type and process accordingly.
• Responsible for handling calls from customers who need to check the status of their Claim, status of Temporary Credit and Final Credit from Dispute.
• Perform other duties or ad hoc that will help the Back Office Team.
• Responsible for identifying trends/issues and offering recommendations for improvements on processes.

Customer Service Representative – KROLL Cyber Risk Account at Ubiquity Global Services (2023-08 – 2023-12)

• Responsible for providing information about the Data Incident via Inbound Call and explaining why the Member received such notification.
• Responsible for providing steps that Members can take as a Precautionary measure to prevent them from possible fraud in the future.
• Assist members in registering for the Free Monitoring Service offered by the Company in partnership with one of its Credit Bureau partners by providing step-by-step guidance.

Risk Analyst (Back Office) – CHIME Account at Ubiquity Global Services (2022-06 – 2023-08)

• Review accounts with disputed items and exhaust recovery options to avoid taking financial losses.
• Perform Chargeback Process if necessary (applicable when I am with Debit Unauthorized Transaction LOB).
• Process disputed items according to the association and federal government guidelines Correspond with cardholders, merchants, and merchant banks as part of processing dispute cases.
• Perform other duties as assigned by Department Management.

Customer Service Associate II – INCOMM Account at FIS Global Solutions Philippines Inc (2021-11 – 2022-03)

• Responsible for providing Customer Service via inbound call from Incomm Gift Card Holders which cater American and Canadian Customers. Assist Card Holders with product information, Lost or Stolen, Decline Transactions, Disputes and others.

Customer Service Representative – CENTENE Account at Everise/C3 (2021-07 – 2021-10)

• Responsible for assisting customers about information and service-related duties on behalf of a Medical Provider and Health Care Company.
• Responsible for verifying if the Medical Provider or Hospital is accredited or not.
• Responsible for explaining patient insurance claims or questions related to medical care and benefit information, then, direct patients to the proper resources for further assistance with their issues.
• Responsible for customer billing queries.

Operations CSR II/ Customer Service Representative - AIRBNB Account at Telus International Philippines (2021-04 – 2021-05)

• WAS ABLE TO ATTEND PRODUCT TRAINING ONLY

Operations CSR II/ Fraud Screening Analyst (Back Office) - Mastercard Account at Telus International Philippines (2020-08 – 2021-04)

• Monitor and review real time transactions flagged through the Fraud Prevention System and identify if one or more transactions are fraudulent or not. Block card or Account as necessary to ensure Cardholder's security.
• Conduct transaction verification with Cardholder via Outbound Call.
• Observe Cardholder's transaction and other information pertaining to its identity and reload to identify if activity has Money Laundering, Scam Scenario or has Identity Theft. Block Account and ask necessary Documents to mitigate the risk and report it to the higher team.
• Identify Fraud Trends based on patterns and analysis and report it to higher teams, perform other duties or ad hoc assigned by the Client.
• Require documents from Cardholder.

Operations CSR II/ Customer Service Representative - Mastercard Account at Telus International Philippines (2017-02 – 2020-08)

• Responsible for providing Customer Service via inbound and outbound calls for Mastercard Prepaid Card Holders which caters worldwide customers. Assist Card Holders with product information, Lost or Stolen, Decline Transaction, Reload Chaser, Web Assistance, Cashout and others.
• Validates Cardholder's Identification Document that are sent via email and update necessary information under the scope of our capability.
• Assist Cardholder in transaction verification, dispute process and/or securing account.

Customer Sales Associate - DELL Account at Convergys Philippines Inc (The Company Currently Acquired by Concentrix) (2012-11 – 2015-06)

• Responsible for selling Service Warranty of 'DELL Computer' through Outbound Call.

Administrative Assistant at Headstart Marketing (2011-02 – 2012-02)

• Responsible for filing documents, updating files and registers related to work of company agents. Record Departmental Spending.
• Prepare Statement of Accounts, Receivable, Accounts Payable, Payroll and other Financial records
• Perform daily errands such as: handling communication with post office, bank, payments and stationeries.

Counter Checker at The Landmark, Ayala Makati (2010-03 – 2010-08)

• Responsible for assisting the Cashier, checking the item and bagging it.

Customer Service/ Telemarketer at MAKRO Makati (2007-10 – 2008-02)

• Responsible for inquiries, reservations, verifications and assisting customer's bulk needs.
• Responsible for announcing promotion and markdown of items via outbound call.
• Doing another task, such as Cashier if needed

Bachelor Of Science in Fine Arts in Advertising – University of Santo Tomas - Espana Manila (2005-06 – 2007-03)

Bachelor of Science in Business Administration in Marketing – Santa Isabel College – Taft Avenue, Manila (2008-06 – 2009-03)