Experience

Upwardli

• United States
• Financial Services
• 1 - 100 Employee

• Customee Service Lead

  • May 2022 - Present



VGW

• Australia
• Computer Games
• 500 - 600 Employee

• QA Specialist

  • Mar 2022 - Present



TDCX

• Singapore
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Risk Management Specialist

  • Jan 2020 - Jan 2022

  1. Provision of an excellent support experience to E-payment users via phone, chat, and email 2. Investigate and research user issues and identify and escalate bugs so they can be resolved as quickly as possible 1. Provision of an excellent support experience to E-payment users via phone, chat, and email 2. Investigate and research user issues and identify and escalate bugs so they can be resolved as quickly as possible



Remitly

• United States
• Financial Services
• 700 & Above Employee

• • Jan 2019 - Nov 2019

  Job Description: Team Manager1. Supports investigators deliver on service promises effectively and efficiently as individuals and as a team2. Acts as a go-to expert for Supervisor call/ escalated customer calls and keep abreast with product and process updates and / or changes that affect customer service3. Leads the team's performance management, career development, learning and development, and engagement4. Facilitates team huddles / meetings and communicates team and company goals / initiatives effectively5. Facilitates feedback gathering where investigators feel open and safe sharing their positive and constructive feedback6. Coordinate with relevant stakeholders - Customer Success leadership, Site leadership, HR, Program Managers, etc7. Coaches for performance and service standards - individually and as a team8. Coaches for individual development of investigators9. Mentors on development, soft skills, performance mgt (may liaise with and obtain inputs from Program and Process Specialist and Operations Team Managers)10. Coaches on Behavior, policy adherence, discipline, and labor regulations11. Manages individual development plans for their Associates based on their strengths and opportunities Show less

• • Dec 2016 - Jan 2019

  1. Manages the day-to-day activities of QA team members, including scheduling and managing ongoing projects, ensuring that the QA team meets expectations and deadlines.2. Establish and evolve formal QA processes and procedures, ensuring that the team is using industry-accepted best practices.3. Oversee all aspects of quality assurance including establishing metrics, applying industry best practices, and developing new tools and processes to ensure quality goals are met.4. Lead and mentor QA team members, coaches for performance and service standards - individually and as a team5. Develop and execute test cases, scripts, plans and procedures (manual and automated). Show less

• • Jan 2015 - Dec 2016

  1. Assesses account reviews and IB/OB calls/emails against the quality and compliance guidelines and track agent performance2. Provides feedback to the Operations on QA results and provide recommendations for improvement during coaching sessions3. Discusses common defect trends during team huddles4. Sends weekly and monthly reports on QA results and come up with SMART goals to address defects5. Provides meaningful individual and team level updates to the QA Program owner6. Attends and/or facilitates weekly calibration session7. Provides call samples for team discussions including call transcriptions8. Performs deep dive on accounts and provides recommendations for process or RI performance improvement Show less

• • Jul 2013 - Jan 2015

  1. Monitors real time queues and identifies high risk transactions within the business portfolio2. Observes customer transactions to identify fraudulent activity such as account take over, friendly fraud, theft and similar other risks3. Reports identified fraudulent transactions to the leadership team4. Resolves queued transactions within the service level agreements to reduce potential customer dissatisfaction and revenue losses5. Recommends anti-fraud processes for changing transaction patterns and trends6. Identify suspicious activity and unusual patterns, includes AML issues and activities reported by other staff members7. Contacts customers and banking institutions to verify legitimate transactions and payment information Show less



JPMorgan Chase & Co.

• United States
• Financial Services
• 700 & Above Employee

• • Dec 2012 - Apr 2013

  1. Perform administrative tasks in day to day operations2. Perform Quality Monitors (NICE) for risk management analysts3. Manages timekeeping, payroll, exception coding (PTT, eWFM/eSP) and FTE rosters4. Manages control reports to maintain accuracy of work in operations and prevent fraud losses5. Test and update procedures used in daily operations6. Organize audits on all information managed to ensure accuracy is maintained at all times7. Take direction from management to assist in areas of need Show less

• • May 2007 - Dec 2012

  Job Description: Risk Management Analyst - Outbound1. Review and Analyze cardholder accounts and placing outbound calls to validate customer identity and account activity.2. Provide prompt and appropriate action on identified suspected transactions to prevent potential losses.3. Place security blocks on possible compromised accounts.4. Identify fraud trends, procedure and strategy opportunities that will improve fraud prevention and detection results and customer satisfaction.Job Description: Risk Management Analyst - Inbound1. Handle incoming telephone calls from our credit card holders who suspect fraudulent activity on their account.2. Review security information and account activity with the callers, identifying the type of fraud and setting accounts up for investigations.3. Assist with taking inbound calls from the merchant, merchant centers and branches with the purpose of detecting fraud or providing authorizations at the point of sale.4. Interview the customer at the point of sale and verifying their security information and account activity.5. Contribute to the profitability of the organization and directly impact our bottom line by minimizing losses that result from fraud. Show less



VXI PH

• Philippines
• Outsourcing and Offshoring Consulting
• 300 - 400 Employee

• Customer Service Representative

  • Feb 2007 - May 2007

  1. Promptly and accurately respond to client requests and inquiries, including the administration of all rewards and fees 2. Attend financial and non-financial customer inquiries (billing errors, disputed transactions, misapplied payments and other general inquiries and account maintenance 3. Recognize customers' needs by asking questions to learn about customer preferences directly related to products and services 4. Direct customers to the correct department to process client's request Show less



Convergys

• United States
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Risk Management Analyst

  • Aug 2006 - Nov 2006

  1. Handle incoming telephone calls from our credit card holders who suspect fraudulent activity on their account. 2. Review security information and account activity with the callers, identifying the type of fraud and setting accounts up for investigations. 3. Assist with taking inbound calls from the merchant, merchant centers and branches with the purpose of detecting fraud or providing authorizations at the point of sale. 4. Interview the customer at the point of sale and verifying their security information and account activity. 5. Contribute to the profitability of the organization and directly impact our bottom line by minimizing losses that result from fraud. Show less