Sheena

Professional with 19+ years of experience in cards operations, merchant officer, customer fulfillment officer and marketing. Started as a Customer Fulfillment Officer at RCBC Bankard (2007–2013), then handled Marketing Awareness (2014–2025) focusing on brand promotion and customer engagement. Currently in Card Operations and Merchant officer (2026). Known for being adaptable, detail-oriented, and committed to efficient operations and customer satisfaction.

Card Operations & Merchant Officer - Equicom Savings Bank - Makati City

(2026-01)

• Managed end-to-end credit and debit card operations, including card issuance, replacement, renewal, and maintenance.
• Processed card disputes, chargebacks, pre-arbitration, and compliance cases in accordance with Visa regulations.
• Collaborated with cross-functional teams to deliver efficient customer and merchant support while meeting service level agreements (SLAs).
• Conducted UAT testing for card and merchant-related system enhancements to validate functionality and support process improvements.

Marketing Awareness - Visme - Maryland USA

(2014-01 - 2025-12)

• Conducted market research and competitor analysis, providing actionable insights that improved campaign targeting and strategy.
• Developed and executed marketing awareness campaigns, increasing brand visibility and customer engagement.
• Analyzed campaign data to optimize performance, contributing to higher lead generation and conversion rates.
• Collaborated with cross-functional teams to align marketing initiatives with business goals, ensuring cohesive messaging.
• Prepared detailed reports and presentations for management, supporting data-driven decision-making and continuous improvement.

Customer Fulfillment Officer - RCBC Bankard - Ortigas Pasig City

(2007-01 - 2013-12)

• Managed credit card application processing, approvals, and account setup to ensure timely and accurate service delivery.
• Responded to customer inquiries, complaints, and requests, providing excellent support and resolving issues efficiently.
• Coordinated with internal teams (operations, marketing, and risk) to ensure seamless customer experience.
• Monitored account activity and transactions, assisting in fraud detection, compliance, and reporting requirements.

Document and Data Controller - Ionics Ems, Inc. - Cabuyao Laguna

(2006-01 - 2007-12)

• Managed, organized, and maintained company documents and records to ensure accuracy, accessibility, and compliance with policies.
• Collected, verified, and entered data into systems, maintaining high standards of data integrity and confidentiality.
• Monitored and tracked document flow, ensuring timely submission, approval, and archiving of critical information.
• Generated reports and provided accurate data insights to support management decisions and operational processes.

Bachelor of Commercial Science - Computer Science - Jose Rizal University (2001-01 - 2006-12)

High School Diploma - Juan Sumulong Memorial Junior College (1997-01 - 2001-12)

Elementary School - Taytay Elementary School (1991-01 - 1997-12)