CSR at Citibank (2024-09 – Present)
- Answering customer inquiries and providing information about products, services, and procedures.
- Addressing customer concerns, complaints, and issues.
- Escalating complex issues to appropriate departments.
- Maintaining accurate records of customer interactions and issues
Fraud Analyst at Concentrix (2022-06 – Present)
- Responsible for the prevention and detection of potential fraud across all payment channels by reviewing customers' accounts
- Monitor debit card fraud alerts daily and take necessary action to protect customers and the bank
- Identify fraud patterns through the monitoring of high-risk countries and merchants
- Contribute to the creation of fraud rules by providing analytical data to support decisions
- Ensure information flow and deliverables are met to mitigate fraud by facilitating weekly calls with external card fraud analyst at processor
- Review all alerts from external sources, including VISA CAMS, FICO, etc. and ensure that appropriate actions are taken to mitigate fraud
- Accurately document all actions taken on a case
- Verify activities through outbound calls and/or send "Potential Fraud Alert" emails to customers
- Responsible for reconciling debit card fraud disputes claims with the Master Fraud Transactions
- Provide support to the Operational and Business units of the organization on fraud related matters
- Regularly prepare reports for the bank's Risk Management Organization
- Responsible for maintaining knowledge of fraud situation in the industry
- Report risk information and findings to the immediate supervisor in a timely manner
- Actively participate in team meetings; share information and make suggestions for improvements to fraud operations.
Advance Associate (Cash Manager) at UNIQLO Philippines (2019-09 – 2022-03-14)
- Greeting customers, responding to questions, improving engagement with merchandise and providing outstanding customer service.
- Operating cash registers, managing financial transactions, and balancing drawers.
- Achieving established goals.
- Directing customers to merchandise within the store.
- Increasing in store sales.
- Superior product knowledge.
- Maintaining an orderly appearance throughout the sales floor.
- Introducing promotions and opportunities to customers.
- Cross-selling products to increase purchase amounts.
Ride Operator / Cashier / Party Host at Sparky's Amusement (2015-07 – 2019-03)
- Clean riding device.
- Identify and escalate any repair to management promptly.
- Inspect riding device for any malfunctions before opening to public.
- Ensure that all patrons are safely seated and safety belts and bars are secure before starting the rides.
- Follow device maintenance and safety procedures at all times.
- Monitor and report unsafe conditions to manager promptly.
- Provide excellent customer service.
- Responsible for the activities for the children and the guest during parties.
- As a cashier we are responsible in welcoming the customer.
- Answer the customer inquiries.
- Collecting payments and operating scanners and cash registers.
- As a cashier we serve also as a redemption staff.
Phone Banker (Call Center) at Wells Fargo Bank (2014-09 – 2015-03)
- Resolve customer concerns over the phone
- Offer products that meet customers' ongoing financial needs
- Care deeply about providing exceptional customer service
- Receive frequent recognition and rewards for exceeding their sales goals
- Enjoy making a positive first impression to all customers
- Must think critically, solve problems, and develop customer relationships
Quality Specialist at Teleservices Direct (2014-03 – 2014-10)
- Monitoring calls of the agents.
- Coaching the agents and giving feedback from their calls.
- Making sure that the agents follow the standard procedure in taking calls.
- Measures and evaluates the performance of the agent.
- Send email regarding the agents coaching and performance.
- Report to the quality manager for daily, weekly and monthly evaluations.
- Attend call calibrations daily, weekly and monthly with the groups of QA.
Sales Representative (Call Center) at Teleservices Direct (SXMSatellite Radio) (2013-04 – 2014-03)
- Enter information into a computer as you are speaking with customers
- Use multi-line phone systems
- Make arrangements for the installation, removal or change of services and/or products
- Establish accounts in billing systems
- Quote and compute rates for new services accurately
- Summarize the contact and explain what will happen next
- Assist with inbound calls during times of high volume
- Interact with other functional groups to ensure customer satisfaction
- Meet established productivity goals: sales, call handling time, records accuracy
Customer Service Rep (Call Center) at Teleperformance (Virgin Mobile USA) (2010-09 – 2013-04)
- Answer phones and respond to customer requests.
- Sell product and place customer orders in computer system.
- Provide customers with product and service information.
- Upsell products and services.
- Transfer customer calls to appropriate staff.
- Identify, research, and resolve customer issues using the computer system.
- Follow-up on customer inquiries not immediately resolved.
- Complete call logs and reports.
- Research billing issues.
- Research misapplied payment
