Winnie Mae Capones

Dynamic Virtual Assistant and Data Specialist with nearly two years of diverse experience in high-stakes Customer Service and Fraud Prevention. Expert in managing complex inbound and outbound communications across phone, email, and chat platforms, with a proven ability to resolve technical billing and appointment-setting concerns. I have further upskilled in Lead Generation, web research, and advanced Data Entry management.

I am highly proficient in navigating CRM environments like Zendesk and Vicidial to deliver streamlined, data-driven results.

Fraud Specialist Team - Ubiquity (BPO)

• Monitored daily transactions on a Fraud Protection Platform to identify unusual activity from business partners.
• Escalated identified patterns to Analyst Operations to improve machine learning fraud detection.
• Mitigated financial risk by reducing chargebacks and bank-reported frauds.
• Distinguished between fraudulent actors and legitimate customers to prevent revenue loss from blocked orders.

Freelance Data Entry / Web Research VA - Upwork

• Conducted lead generation and list building using platforms like LinkedIn, Yelp, Facebook, and Google.
• Managed data migration and uploading tasks across Excel, Spreadsheets, and various CRM databases.
• Performed data cleansing to ensure database accuracy and integrity.

Telemarketing / Cold Calling Specialist - FEPS Outsourcing

• Executed cold calling campaigns to verify leads for medical insurance.
• Utilized Vicidial CRM for efficient lead management and tracking.

Advisor I, Transaction Processing - SYNNEX Concentrix

• Resolved customer concerns via email and phone using Zendesk CRM.
• Coordinated home service scheduling alongside product deliveries.
• Reported emerging technical or service issues directly to supervisors for rapid resolution.

BS Accountancy - Accountancy - MSU Iligan Institute of Technology

Home Economics - Housekeeping, Cookery, Bread & Pastry - MSU IIT Integrated Developmental School