Raven Estabillo

Results-driven professional with over 6 years of experience in customer service and fraud analysis. Proven track record of handling complex customer concerns, providing excellent support, and resolving escalations efficiently. Nearly 3 years of expertise in fraud detection, investigation, and prevention, with a keen eye for detail and strong analytical skills. Adept at working in fast-paced environments while maintaining accuracy, integrity, and high customer satisfaction.

Fraud Prevention (Screening Management) at Visa Philippines Business Processing Center Corp. (2023-09 – Present)

• Identifies and investigates high volume transactions for patterns of fraud
• Assesses merchant needs and contributes to excellent merchant experience
• Researching a high volume of suspect orders, working to identify and decline any fraudulent orders before they are processed

SDS CAP – Resolution Specialist (Level 3) at Amazon Operation Services Philippines, Inc. (2022-09 – 2023)

• Served as the first line of defense for day-to-day customer escalations
• Provided real time CSA support and knowledge transfer through all channels in the event when helpline service levels are failing
• Supported CSAs with live contact related questions, restricted account actions, and concessions approvals.

SDS CAP - Subject Matter Expert at Amazon Operation Services Philippines, Inc. (2022-07 – 2022-09)

• Answered agents' questions, guiding them through difficult call or issues on a real-time basis, and recommending best practices in handling difficult customers
• Documented day-to-day highlights, challenges, opportunities and call drivers

Customer Service Associate (Level 2) at Amazon Operation Services Philippines, Inc. (2019-09 – 2022-07)

Line of Business: Retail, Shipping and Delivery Services (SDS), Concession Abuse Prevention (CAP), Onbording drivers

• Acted as the first point of contact for our customers, drivers, and agents by answering their queries through phone, chat and/or e-mail
• Handled retail, product information, website walkthrough, shipping and delivery support, concession approval, returns related concerns

Bachelor of Science / Master of Arts in Psychology and Guidance Counseling – Straight Program – Philippine Normal University - Manila Campus (2014-06 – 2019-04)