Aileen S. Almarinez
1170 Captain Bautista Street, Binakayan, Kawit, Cavite
Day/Evening:-
-
OBJECTIVE: Customer Service Specialist; Virtual Assistant; Transcriber
Qualifications Summary:
Results-driven Customer Service professional with over 5 years of customer service
experience. Highly committed to customer service excellence, self-confidence, and
integrity. Good team player, self-motivating, pro-active in conflict resolution. Highly
responsible and self-driven. Organized and attentive to detail, with demonstrated
time management skills. Strong mediation and negotiation skills gained from
workplace experience. Dynamic oral, writing, and interpersonal skills.
PROFESSIONAL EXPERIENCE
Customer Service Associate
Convergys Philippines, Makati City - (September 2011 - June 2017)
Fraud Analyst
Responsible in doing inbound and outbound calls to investigate forgery and theft
within customer’s accounts and transactions on behalf of a financial institution.
Reviewing client’s transactions to identify suspicious activities.
In the presence of any suspicious transactions, flags or put a restriction on the
account until transaction is verified with the client.
Exercise judgment when dispensing information and maintain customer
confidentiality, privacy, and security by following the method of verification
procedure.
Answering client’s questions and concerns regarding fraud that occurred within
their account or if their account had been part of a data breach.
Submitting and opening up an investigation in the presence of fraudulent
transactions and making sure that the client will not be help responsible for the
unauthorized transactions on their account.
Basic Customer Service Representative
Respond to client’s inquiries, complaints, and comments on a daily basis.
Process transactions including funds transfers to and from their linked accounts,
data entry to update some client’s information.
Coordinate with other units to better assist with other client’s concerns like
processing disputes for a certain transaction, opening and closing accounts
(checking, savings, money market, certificate of deposit, etc..)
Place a travel notification on the account in case the client is traveling abroad or
out of their domicile to make sure that the client will not be flagged all the time.
Contacting the merchants on behalf of the client to process their transaction
(purchase airline tickets,hotel reservation, etc..)
Notable Achievements
Awarded a certificate of excellence for being part of the “Best of the Best” - 2013
Top quality for quarter one of 2016
Top quality for quarter two of 2016
Education and Professional Development
Bachelor of Science in Nursing - 2011
Saint Dominic College of Asia, Bacoor, Cavite
Cluster Leadership
Appointed as one of the cluster leads by immediate supervisor
Endorsed by supervisors for subject matter expert post, quality assurance post,
and team lead post.
Assisted, as senior fraud analyst, with new hires transition into their new role
with the company and helped them meet/exceed performance goals
Leading team members to do their tasks, listening to new team members’ actual
calls and recordings and do coaching and quality works.
Technical Skills
Social Media: Facebook, Twitter
Microsoft Office
