Jenelyne Ligaya

Payments, Trust and Safety Analyst at VGW (2023-04 – Present)

• Validate and review customer onboarding documents (KYC), ensuring compliance with regulatory and internal standards
• Process redemption requests while ensuring accuracy and adherence to compliance protocols
• Investigate suspicious account activity and escalate potential risks based on transaction patterns
• Support customers by explaining onboarding requirements, account issues, and transaction processes clearly and professionally
• Manage multiple customer cases, ensuring timely resolution within service level expectations

Fraud Analyst at Freelancer Inc (2014-05 – 2023-01)

• Monitor transaction patterns and investigate fraud alerts to detect and prevent suspicious activities
• Process withdrawal requests with a strong focus on accuracy and fraud prevention
• Review KYC and KYB documentation to validate customer identities and business legitimacy
• Collaborate with internal teams to resolve complex cases and enforce compliance policies
• Handle escalated cases including compromised accounts and high-risk transactions
• Communicate with customers regarding document requirements, restrictions, and account-related issues

Customer Care Advisor at Xerox/ ACS Inc (2011-12 – 2014-02)

• Provide timely and accurate resolution to customer inquiries related to technical issues, billing, transactions, and general account concerns, ensuring a positive customer experience
• Investigate and assess reports of compromised accounts, identifying risks and taking appropriate action to secure accounts and prevent further unauthorized activity
• Escalate complex or unresolved customer concerns to Tier 2 support via chat for timely resolution

Consultant at Sutherland Global Services Inc (2008-07 – 2011-12)

• Provide timely and accurate resolution to customer inquiries related to technical issues, billing, transactions, and general account concerns, ensuring a seamless customer experience
• Review and validate submitted customer documents to assess eligibility for lifting account suspensions and restrictions, ensuring compliance with internal policies and regulatory requirements
• Communicate with customers to address buyer-seller disputes, facilitating resolution by proposing fair and balanced solutions that meet both parties' needs

Customer Care Specialist at IBM Daksh (2007-04 – 2008-06)

• Provide timely and accurate resolution to customer inquiries related to technical issues, billing, transactions, and general account concerns, ensuring a positive customer experience
• Replicate reported customer issues to identify root causes and provide accurate, effective resolutions

Researcher and Data Encoder at Incoho Call Center Solutions Inc (2005-06 – 2007-03)

• Collect, consolidate, and process customer data from online sources, ensuring accuracy and completeness across records
• Verify and validate collected information directly with customers via phone

BS in Computer Engineering – Technological Institute of the Philippines (2000-11 – 2005-03)