12 Years experience in BPO industry, English speaking and now Spanish
Resume:
Jesper Avery M. Cuyugan
LOT** BLK** Sameera Subdivision Brgy. Sapa
Libutad Angeles City, Pampanga
Mobile: +639*********
Email: *******.******@****.***
OBJECTIVE:
To be part of an organization that would drive my career and personal development with professionalism and global competitiveness.
WORK EXPERIENCE:
JP Morgan Chase & Co.
Fraud Hotline (Spanish bilingual support) September 2017 to present
Review deposited checks and online transactions by Interacting with banks and customers to validate information and to confirm or cancel authorizations
Validating newly opened accounts by processing and authenticating submitted documents
JP Morgan Chase & Co.
Customer Protection Group, September 2015 to September 2017
Prevent bank loss by Observing customer transactions to identify fraudulent activity such as account take over, friendly fraud, theft and similar other risks
Securing customer information and accounts who are victims of ID theft
Handled confidential information in accordance with privacy policies.
AD hoc task
Peer coach June 2016 to August 2016
Assist new hires by doing real time peer assist with policy and procedure
Providing coaching and creating action plans to hit target metrics
Providing QA evaluations and giving immediate feedbacks to minimize errors on official evaluations
Fraud Claims and Dispute Analyst, November 2013 to September 2015
Assist customers in filing claims
Conduct intensive research for recovery opportunities for the bank and mitigate loss.
Ensure customer satisfaction
Mentors on demand, March 2015 to September 2015 (Ad-hoc task)
Deliberate QA updates to the team and monitor QA scores individually
Conduct coaching sessions with specialists who have QA markdowns
Stream Global Services, formerly eTelecare Global Solutions
Level 2 Technician, June 2012 Sept 2013
Assistant Team Lead
Responsible in providing real-time technical assistance to Technical Support agents
Conducts coaching and training modules of new products and issue updates
Provide feedback on troubleshooting procedures
Stream Global Services, formerly eTelecare Global Solutions
Outbound Technical Support Representative – Sales and Technical Voice Account
March 2009 until May 2012
Outbound Representative who assists Inbound agents in ensuring resolution and customer satisfaction to US-based customers.
Provides ownership assistance in troubleshooting process for complicated Software Issues such as Virus Removal, Operating System Reinstallation, Networking, File and Printer Sharing.
Stream Global Services, formerly eTelecare Global Solutions
Outbound Sales Representative – Sales and Technical Voice Account
July 2011 until September 2011
Responsible in helping the program improve on margin generation by offering premium contract upgrades to existing customers who have technical issues.
Stream Global Services, formerly eTelecare Global Solutions
Technical Support Representative, Sales and Technical Chat / Voice Account
May 2006 until September 2008
Pioneered the first HW account of high-end gaming systems of a well-known computer brand.
Responsible in providing customer satisfaction thru guaranteed and efficient troubleshooting.
Sales up-skilling of computer hardware/software
EDUCATION:
2000 – 2005 Bachelor of Science in Criminology
Angeles University Foundation
Mc Arthur Hi way Angeles city
SEMINARS AND WORKSHOPS ATTENDED:
Informatics College
Web development June20112-September 2012
Instituto Cervantes
Spanish Level B 1.3 June 2013-Present
Harvard Mentor Management
Team Leader Course
Diversity Course
Goal Setting Course
Career Development Plan Course
Team Management Course
PERSONAL INFORMATION:
Date of Birth: January 9, 1980
Civil Status: Single
Citizenship: Filipino
CHARACTER REFERENCES:
Ariston Santos
Team Leader
JP Morgan Chase & Co.
Eldridge Arrieta
Division Leader
JP Morgan Chase & Co.
Arnold Dames
Team Leader
JP Morgan Chase & Co.
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