Olive Marie Tejas

Results-driven Customer Service Professional with over 4 years of hands-on experience managing inbound/outbound calls and live chat operations. Demonstrated expertise in technical support, billing inquiries, fraud prevention, risk management, and content moderation. Recognized for consistently delivering high-quality resolution, maintaining top-tier customer satisfaction scores, and meeting strict key performance indicators (KPIs).

Highly skilled in team collaboration, policy compliance, and efficient workflow execution.

Collections Specialist | Car Loan Customer Support Representative - iQor Dasmariñas - Dasmariñas

(2022-10 - 2024-12)

• Account Recovery & Payment Collection: Handled inbound and outbound international calls for delinquent auto loan accounts, securing payments and negotiating payment arrangements to bring accounts current.
• Customer Financial Education: Explained account balances, interest charges, fees, and repayment terms clearly to help customers understand their obligations and prevent future delinquencies.
• Billing & Dispute Resolution: Resolved billing discrepancies and account disputes on the first contact, reducing escalations while maintaining service quality standards.
• Data Accuracy & Compliance: Updated account notes, logged payment commitments, and generated daily collection reports in compliance with industry guidelines and company policies.

AI Email Support | Fraud & Risk Moderation Representative - TaskUs Cavite - Cavite

(2024-12 - 2026-12)

• Omnichannel Email Support: Managed inbound email tickets addressing complex technical troubleshooting and billing inquiries, maintaining high resolution rates using tools like Salesforce and Intercom.
• Fraud Prevention & Risk Moderation: Monitored and mitigated account security risks by identifying malware threats, unauthorized activity, and platform vulnerabilities to safeguard user account integrity.
• Technical Integration & API Troubleshooting: Leveraged general API knowledge and internal tools to diagnose system issues, verify technical data, and streamline account security checks.
• Policy Compliance & Quality Assurance: Strictly enforced security protocols and moderation guidelines to protect user data and maintain platform compliance standards.

Accountancy Business Management - Victorious Christian Montessori (2020 - 2022)