Torres Venus

Manage email support for account takeover (ATO), fraud, and chargeback cases, ensuring prompt resolution and customer trust. Investigate suspicious activities and secure compromised accounts. Handle chargeback disputes, review transaction evidence to determine validity, and protect company interests.

Customer Service Executive at Probe CX Philippines (2022-09 – Present)

• Manage email support for account takeover (ATO), fraud, and chargeback cases, ensuring prompt resolution and customer trust.
• Investigate suspicious activities and secure compromised accounts.
• Handle chargeback disputes, review transaction evidence to determine validity, and protect company interests.
• Communicate resolutions clearly while securing accounts and enhancing customer satisfaction.
• Escalate high-risk cases following compliance standards and manage escalated customer concerns with empathy and professionalism.

Customer Service Executive at Concentrix Corporation (2019-10 – 2022-02)

• Handled returns and refunds efficiently to enhance customer satisfaction.
• Provided high-quality customer service via chat and email, ensuring timely and accurate resolution of issues.
• Leveraged Salesforce and Zendesk for effective case management and customer tracking.
• Managed multiple tasks simultaneously while maintaining strict attention to detail and adherence to compliance standards.
• Developed deep product knowledge to better assist customers with complex inquiries.

Cashier at Sandford Marketing Inc. (2019-05 – 2019-09)

• Processed customer transactions accurately and efficiently.
• Maintained an organized cash register area to ensure efficient workflow and cleanliness.
• Assisted customers with product inquiries, delivering excellent service to enhance customer satisfaction.

Bachelor of Science in Entrepreneurship – Bestlink College of The Philippines (2018-06 – 2019-01)