Senior Customer Support with Fraud Focus
Resume:
SKILLS
EDUCATION
PROFILE INFO
Results-driven Customer Support Executive with over 11 years of experience delivering exceptional service in the financial services and technology sectors. Skilled in resolving complex customer issues, mentoring teams, and improving support processes. Proven ability to maintain high customer satisfaction, streamline workflows, and manage stakeholder relationships in fast-paced, high-volume environments.
WORK EXPERIENCE
2008 - 2012
TRINITY UNIVERSITY OF ASIA
PHILIPPINES
Bachelor of arts in Mass
communication
Customer Relationship
Management (CRM)
Knowledge Base &
Documentation
Team Mentoring & Coaching
Communication &
Interpersonal Skills
Product & Application Support
Fraud Prevention & Risk
Analysis
Agile, Metrics-Driven Mindset
10000 S Maryland Pkwy Las Vegas, NV ***************@*****.*** MAY 2017 - OCT 2024
Reference upon request.
Senior Analyst / Customer Support Executive
SiTEL Philippines
Fraud Account Supervisor - (Capital One)
Concentrix Philippines
Customer Representative - Merchant Service & Fraud Department (American Express)
Handling inbound calls for merchants that accepts Amex cards Creating documentation and maintenance of merchant’s account information such as banking information, business name etc.
Ensuring to provide accurate information on financial reconciliation and time frame for funds Guiding merchants how to use the Amex Merchant Services website
AUG 2013 - FEB 2016
Managed the resolution process for customers relating to data and applications for a particular product/s
Tracked query resolution progress and proactively call customers with a status update or resolution if queries cannot be resolved on initial interaction. First line of contact for customers on product related inquiries, product features and functionalities.
Worked on additional projects or areas of responsibility that will improve the team's performance Trained and mentored new hires and bottom performers FEB 2016-MAY 2017
Handling high level of in-bound calls Investigate suspicious activity, verify transactions, and determine legitimacy of account use. Place temporary holds on accounts and cards, reissue compromised credentials, and escalate high-risk cases.
Documenting fraud alerts, initiating fraud claims and escalating fraud alert to appropriate groups
CHERRICA ANNE CABANEZ
C U S T OMER R E P R E S E N T A T I V E
London Stock Exchange Group (Manila)
Sunbit
Answer inbound calls from new and existing customers/retail partners regarding account status, payments, and general product questions. Maintain high call volume while preserving quality of interaction: clarity, accuracy, empathy.
Ensure all customer interactions are handled thoroughly and professionally. Customer Care Associate I JUNE 2025 - CURRENT
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