Escalations Supervisor for fraud checking and Savings and Compliance at JP MORGAN CHASE (2019-12 – Present)
- Responds to and researches and resolves Cm concern in a timely Manner Taking inbound and outbound Call
- Performs intake to determine appropriate course of action, conducting investigative steps to fully identify the issues, researching product information, terms, conditions, contracts, etc., creating correspondence as needed, processing complex and/or corrective transactions online (including monetary and non-monetary actions). Communicates with others (including customers, merchants, clients, executives, agencies, regulators, bankers) to ensure resolution/negotiation of sensitive and/or time-critical matters.
- Recommend standards, policies, and/or procedures to correct deficiencies.
- Ensures identified risks and/or problems are clearly documented.
- Refers recommendations exceeding authority levels and/or items unable to meet resolution to management for review.
- Other duties may include: project work to identify/implement process improvements, performance of ongoing reviews as needed. May generate reports and summarize results.
- Typically performs team leadership and provides work direction.
Client Associate for Wells Fargo Wealth Brokerage Account at SYKES ASIA INC (2019-05 – 2019-11)
- Building enduring client relationships through sound, thoughtful, and objective advice
- Developing individualized plans for clients to help meet their financial objectives
- Helping clients build, manage, preserve, and transition their financial resources and wealth
- Client Associate quickly answer customer inquiries in a friendly and courteous manner
- Deliver exceptional service to our customers by going out of their way to please them
- Provide first call resolution, while following strict procedures that meet compliance guidelines
- Identify and offer customers the products and services that they need and want to succeed financially
Subject Matter Expert for Fraud Card Services at American Express Credit Card financial USA (2017-06 – 2019-02)
- Deliver world-class customer service, while responding to Customer inquiries and concerns via multiple channels (calls, chat, mobile messaging)
- Build meaningful relationships with our Customers through a consultative approach, understanding their current and future needs, providing first contact resolution and negotiating a positive outcome for the Customer and American Express
- Enhance our customers' experience by identifying opportunities to offer products based on our Cardmembers' needs
- Meet and exceed quality goals, compliance regulations and productivity targets
- Navigate computer systems and applications to service our Customers, and enable them to get the most from our online and mobile platforms
- Document necessary information, such as payment details, Customers change of details, change of address and travel notifications
- Re-prioritize and adapt to an ever-changing environment
Account Protection Specialist I at American Express Credit Card financial USA (2016-08 – 2017-05)
- Monitor our automated fraud screening application
- Assist in maintaining basic ecommerce duties including chargeback handling and review
- Maintain or exceed established standards for customer service, and resolves complex issues with little or no supervision or direction
- Perform manual fraud review in order to detect fraudulent transactions
- Review queued transactions and independently determine if the reviewed transactions are fraudulent or legitimate
- Conduct extensive research to validate purchases
- Independently resolve problems that require in depth investigation and/or research
- Conduct follow-up research on fraudulent transactions
- Work with peers and Managed Services leadership to communicate fraud trends and share best practices, ideas and information
- Communicate effectively with the team
- send appropriate correspondence and make financial adjustments to either parties and notate the account.
- Service transaction level credit and fraud related inbound calls from merchants and card members.
- Detect and minimize credit and fraud risk whilst enabling profitable spend at the same time.
- Real time, transaction level credit and fraud risk assessments.
- Point of Sale (POS) approval.
Subject Matter Expert (Customer Advocate Team) at Capital One USA Credit Card Financial Account (2014-12 – 2016-07)
- Provides Floor Support Learning sessions, coaching, feedback, to agents
- Assist in driving metrics of the team.
- Monitor closure of service level regularly.
- Supervise the team in the absence of the team leader.
- Facilitates update in company's policy and procedure.
- Monitors performance and quality scores of the team.
- Take production calls and escalated calls.
- Brainstorms with fellow team leader and Operations manager to discuss various issues problem faced by respective teams
- Coaching for success side-by-side coaching/monitoring sessions per week and documented in the Coach. This is a minimum objective
- Keep motivation high by adapting the leadership style to individual needs. Create an environment conducive to success by promoting and recognizing initiatives.
- Be actively involved in problem-solving and propose improvements to processes.
- Follow up on quality goals for the team, CSR, and skill level
- Understand and meet production targets for different clients/projects
Customer Service Representative at Capital One USA Credit Card Financial Account (2013-11 – 2014-12)
- Attracts potential customer by answering product and service questions, suggesting information about other products
- Answer incoming calls assist customer with their inquires
- Prepares product or service reports by collecting and analyzing customer in formations.
- Maintain financial accounts by processing customers adjustments
- Resolving product or service problem by clarifying the customer 's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; follow up to ensure resolution.
- Open customer Accounts by recording account information and services.
- Excellent interpersonal written and oral communications.
- Assist customers with any technical issues experienced with website and escalate any issues to management appropriately.
- Manages a team of fraud and dispute professionals to coordinate and monitor daily workflow to ensure compliance with departmental policies and procedures.
- Maintains intimate knowledge of Visa, MasterCard and Capital One regulations and operating procedures to ensure the timely resolution of chargeback and potential chargeback items. Monitors the processing of dispute claims to ensure their accurate and timely processing.
- Assists with maintaining compliance with all applicable federal, state and local laws, regulations and ordinances by abiding by compliance programs and all policies, procedures, rules and regulations
Executive Secretary at Hill International (2009-11 – 2013-10)
Project Management Consultant
- Read and analyze incoming memos, submissions, and reports in order to determine their significance and plan their distribution.
- Open, sort, and distribute incoming correspondence, including faxes and email.
- File and retrieve corporate documents, records, and reports.
- Greet visitors and determine whether they should be given access to specific individuals.
- Prepare responses to correspondence containing routine inquiries.
- Perform general office duties such as ordering supplies, maintaining records management systems, and performing basic bookkeeping work.
- Compile, transcribe, and distribute minutes of meetings.
- Attend meetings in order to record minutes.
- Prepare invoices, reports, memos, letters, financial statements and other documents, using word processing, spreadsheet, database, and/or presentation software.
- Set up and oversee administrative policies and procedures for offices and/or organizations.
- Supervise and train other clerical staff.
- Review operating practices and procedures in order to determine whether improvements can be made in areas such as workflow, reporting procedures, or expenditures.
- Interpret administrative and operating policies and procedures for employees
- Answering the telephone calls in a professional and courteous manner.
- Maintaining office supplies and forms necessary to carry out front desk activities.
- Liaising with patients, general practitioners, health care professionals, and patient's family members in a compassionate and kind manner.
Project Secretary at System Development Project Management (SDPM) - (HILL) (2009-03 – 2009-09)
- Performs routine and non-routine office admin./clerical works.
- Responsible for preparing Materials and Shop Drawing transmittal.
- Type letters, memos, faxes, minutes of meetings, documents, reports and any other correspondence.
- Maintain project files and keep correspondence and reports available for quick reference and efficient operation of the department
- Responsible for everyday outgoing and internal correspondences
- Preparing letters, memos, reports, and faxes
- Maintain project files for quick reference and efficient operation of the department
- Screening telephone calls
- Appointments, Liaising with clients, etc
- Make travel arrangements.
Designer at Self Employed – HANDMADE Accessories By: TRISHA (2006 – Present)
- Involved in producing, designing and supplying jewelry, accessories & bead works to various fashion bazaar for whole and retail sale and companies for corporate give-always.
- Responsible for the marketing and promotional ideas.
