Candy P. Villanueva

Senior Payments Specialist

PROFILE

Senior Payments Specialist with 8+

experience in the Online Gaming

industry (European and Australian

market). Knowledgeable in various

payment processors and service

providers that have strong customer

service and organization skills that

consistently receive excellent

performance review.

CONTACT

PHONE:

+63-945-***-****

ADDRESS:

1081 Roxas St. Sampaloc, Mania

Philippines

WEBSITE:

www.linkedin.com/in/candy-

villanueva

EMAIL:

adrwjn@r.postjobfree.com

EDUCATION

BS Tourism Graduate

Lyceum of the Philippines University

March 2008 – March 2012

WORK EXPERIENCE

Customer Care Agent – Madam Glam (Freelancing)

Madam Glam NY

January 2021 – Present

CORE JOB RESPONSIBILITIES:

• Apply company's guidelines in answering basic inbound questions from our customers.

• Monitor a high volume of emails and chat from clients;

• Greet customers in a friendly, and professional manner using company policy.

• Listen attentively to customer needs and Clarify customer requirements;

• Meet customer requirements by providing personalized answers

• Confirm customer understanding of the solution and provide additional customer education as will be anything from assisting to place a new order online, answering question on an existing order, helping a customer with a lost package.

• Communicate effectively with individuals/teams in the program to ensure high quality.

ADDITIONAL RESPONSIBILITIES:

• Maintain clear and consistent communications with customers

• Make suggestions to improved productivity, quality and efficiency of operations

• Build and maintain customer relationships with issues relating to orders

• Remain aware of e-commerce and beauty competition as it pertains to fashion trends, pricing, marketing and visual presentation and do not hesitate to take on any other responsibilities that may arise in a fast-moving, startup environment.

Payments Specialist – Colibri Tech (Freelancing)

March 2021 – December 2021

• Execute approved withdrawal requests and liaise with service providers regarding payment related concerns.

• Providing knowledgeable advice to Audit and support teams regarding payment method issues.

• Stay abreast and adaptive to changes on regulatory compliance, banking regulation and policies and procedures implemented by the Licensee.

• Performing ad hoc reporting and special projects required by the management.

• Ensure payments made to processing centres and e-wallets are sent successfully and within the time frame.

• Assess and escalate cases accordingly to the responsible departments

• Handle adjustments with deposit/withdrawals issues

• Assist in timely resolution of escalated transactions, tickets and issues, including adjusting transactions in customer accounts if necessary

• Review customers financial activity and transaction history, validating payment related queries as per the Groups guidelines. Candy P. Villanueva

Senior Payments Specialist

Blue Chameleon Tech – Payments Specialist

Strada Nicolae Caramfil nr. 25, Bucharest Sector 1, Romania March 2019 – February 2021

• Execute approved withdrawal requests and liaise with service providers regarding payment related concerns.

• Providing knowledgeable advice to Audit and support teams regarding payment method issues.

• Stay abreast and adaptive to changes on regulatory compliance, banking regulation and policies and procedures implemented by the Licensee.

• Performing ad hoc reporting and special projects required by the management.

• Ensure payments made to processing centres and e-wallets are sent successfully and within the time frame.

• Assess and escalate cases accordingly to the responsible departments

• Handle adjustments with deposit/withdrawals issues

• Assist in timely resolution of escalated transactions, tickets and issues, including adjusting transactions in customer accounts if necessary

• Review customers financial activity and transaction history, validating payment related queries as per the Groups guidelines. Payments Shift Lead - Ladbrokes Coral Group

NCH Ladbrokes Coral Inc.

6th Floor, Tower 3, Double Dragon Meridian Park, Pasay City, Philippines Feb 2018 – Feb 2019

• Taking ownership of any issues occurring during their shift, effectively manage the issue and take the most efficient course of action to minimize customer impact as well as work load.

• Handling of payments queries and escalations from customer support via chat, IM and emails.

• Work together with Payments Team Leader in order to improve and maintain procedures within the Payments Team.

• Raise any trends in escalations, denoting a possible generic issue with anything payment related.

• Ensuring that ongoing tech issues are monitored and proper follow up is done to ensure minimal downtime and customer impact.

• Point of contact for any payment related issues or questions from a variety of different departments

• Ensuring that fraud and risk prevention rules are followed and applied when processing any of the Payments Shift Leader tasks. Payments Executive - Ladbrokes Coral Group

NCH Ladbrokes Coral Inc.

6th Floor, Tower 3, Double Dragon Meridian Park, Pasay City, Philippines January 2017 – Feb 2018

• Execute approved withdrawal requests and liaise with service providers regarding payment related concerns.

• Providing knowledgeable advice to Audit and support teams regarding payment method issues.

• Stay abreast and adaptive to changes on regulatory compliance, banking regulation and policies and procedures implemented by the Licensee.

• Performing ad hoc reporting and special projects required by the management.

• Ensure payments made to processing centres and e-wallets are sent successfully and within the time frame.

• Assess and escalate cases accordingly to the responsible departments

• Handle adjustments with deposit/withdrawals issues

• Assist in timely resolution of escalated transactions, tickets and issues, including adjusting transactions in customer accounts if necessary Candy P. Villanueva

Senior Payments Specialist

• Review customers financial activity and transaction history, validating payment related queries as per the Groups guidelines. Payment Specialist (Senior Officer) - Winner Casino / Ladbrokes Paragon International Customer Care Ltd.

14F Yuchengco Tower 1 RCBC Plaza, Ayala Avenue, Makati City, Philippines

September 2013 – January 2017

• Execute approved withdrawal requests and liaise with service providers regarding payment related concerns.

• Providing knowledgeable advice to Audit and support teams regarding payment method issues.

• Stay abreast and adaptive to changes on regulatory compliance, banking regulation and policies and procedures implemented by the Licensee.

• Performing ad hoc reporting and special projects required by the management.

• Ensure payments made to processing centres and e-wallets are sent successfully and within the time frame.

• Assess and escalate cases accordingly to the responsible departments

• Handle adjustments with deposit/withdrawals issues

• Assist in timely resolution of escalated transactions, tickets and issues, including adjusting transactions in customer accounts if necessary

• Review customers financial activity and transaction history, validating payment related queries as per the Groups guidelines. Customer Service Representative /Performance Specialist Access Worldwide

18F Yuchengco Tower 1 RCBC Plaza, Ayala Avenue, Makati City, Philippines

March 5, 2012 – July 2013

• Serve the customers by providing product and service information, resolving product and service problems.

• Interact by phone with outside parties to solicit orders for goods or services, request donations, make appointments, collect information or conduct follow-up.

Contact this candidate