Catherine Asuela

      PERSONAL PROFILE Nickname:      Cate           Civil Status:  Married Birthday:        August 20, 1978                   Age:                39 years Citizenship:    Filipino                    Religion:      Catholic EDUCATIONAL ATTAINMENT College:St. Paul College University                   - Pedro Gil St. Ermita ManilaBSC- Business Management                     Secondary: St. Paul College of Paranaque           - Quirino Ave. La Huerta, Paranaque                Primary:St. Paul College of Paranaque           -                  Quirino Ave. La Huerta, Paranaque                SKILLS: Expert in MS word, MS Excel, Outlook, Power & other office applications, Dropbox, Google drive, Google calendar and Docs, Avaya One-X, Empower (scheduler), IRIS, Clear Tran (payment processing system), CRM, Sococo (virtual meeting), Falcon Schemas (different Financial Institutions Customer Management Database used by Fraud analysts), PAS (Prepaid Admin System- ADP Payroll System), CATS (Customer Admin Tool- used to cancel Lost & Stolen cards debit or credit cards) WORK EXPERIENCE: Customer Service Representative/Fraud AnalystMay 16, 2016- current VISA PhilippinesRisk Management- Fraud Prevention 15th Floor 5 E-com Building Mall of Asia Complex, Pasay City Responsibilities: Demonstrate consistent, reliable attendance by showing up for work as scheduled with a positive, enthusiastic attitude. Respond to incoming customer requests quickly, proficiently and professionally while meeting specific quality expectations. Actively listen and probe to figure out nature of each call and determine the appropriate action(s) to complete the call. Multi-task across several computer programs to respond to customer inquiries. Utilize all tools to properly support, action and document all related questions and needs. Accurately update and maintain cardholder data in appropriate databases. Collaborate with peers to help cardholders; provide thought-leadership; and inspire both customers and peers in a diverse business environment. Compliance to Key Control and other policies, including maintaining confidentiality in our secure environment. Senior Operations Representative  November 2014 - September2015 Capital One Philippines (Banking / Financial Services) Northgate Ave. North Bridgeway Filinvest Corporate Centre Muntinlupa City   Responsibilities: Provide excellent customer service to existing customers Perform account level research and advise customer of products that may benefit them Stay up to date on all changes, developments and enhancements for all systems, products, and upgrades Update account information and complete accurate documentation   Owner/Manager January 2003-November 2014 Fill & Chill (Food/Catering/Restaurant) La Huerta, Paranaque Responsibilities: Manage the overall store operations Create local store marketing promo to increase sales Create proposal to companies & schools to join bazaars Monitors daily cash flow and variances Daily check on availability of stocks before store opening and check on inventories at the end of the day. Train freelance contractors on store operations.    Senior Specialist  February2013-April 2014                      Altisouce Business Solutions Inc. (Real Estate/Utilities/Property Management) 2 E-Commerce Bldg. Mall of Asia Complex Pasay City   Responsibilities: Handle bank’s foreclosed properties in U.S by communicating with utility providers to activate/deactivate utility services such as gas, electric and water. Communicates with other Property Inspection and Preservation departments regarding utility-based concerns. Triggers work items for property repair, inspection and/or follows up on those work items done by either the City/County. Coordinates with vendors to make sure that work orders are completed within timeframe. Process utility requests to clear balances/past dues/liens on the property. Communicate with management daily regarding our workflow and concerns related to utilities.    Property Sales & Customer Service September 2009-January 2013 Company Property of Friends (Real Estate) Tinio St. Mandaluyong City   Responsibilities: Handle Real Estate Property sales Assist customers on site tripping, booth and showroom manning Process customers' documentation and requirements (Buyer's info), reservation, tax documentation, etc. Customer Solutions Officer                           February 2008-November 2008 Citigroup Business Process Outsource PBCom Tower Ayala Ave. Makati City Pasay City Responsibilities: Handled Australian Credit cards collections (inbound and outbound). Main responsibility is to collect on all past due/overdue accounts to keep it current, under the credit limit and in good credit standing. Offered different payment options and payment programs to card members in financial difficulty. Ensures customer information is up to date on the date base, and makes sure that excellent or "best in class" service is given to our customers. Skip tracing Senior Collections Associate  October 2006-May 2007 JP Morgan Philippines N.A. Philam Life Bldg. Paseo De Roxas Corner Ayala Ave. Makati City  Responsibilities: Handled U.S. Credit cards collections (inbound and outbound). Main responsibility is to collect on all past due/overdue accounts to keep it current, under the credit limit and in good credit standing. Handled inbound calls and did customer service for our clients based in the Unites States, Offered different payment options and payment programs to card members in financial difficulty. Ensures customer information is up to date on the date base and make sure that excellent or "best in class" service is given to our customers. Collections Associate 2 October 2004-August 2006 HSBC Data Electronic Processing Philippines Inc. (Banking / Financial Services) Northgate Ave. North Bridgeway Filinvest Corporate Centre Muntinlupa City    Responsibilities: Handle U.S. Credit cards collections (inbound and outbound). Main responsibility is to collect on all past due/overdue accounts to keep it current, under the credit limit and in good credit standing. Handle inbound calls and did customer service for our clients based in the Unites States, Offer different payment options and payment programs to card members in financial difficulty. Ensures customer information is up to date on the date base and makes sure that excellent or "best in class" service is given to our customers.     TRAININGS & SEMINARS:                           SPONSOR & YEAR   Workplace Harassment & Discrimination VISA Philippines May 2016 FYI15 Compliance Training Bundle VISA Philippines May 2016 FY16 Business Code of Conduct & Ethics VISA Philippines August 2016 Key Controls VISA Philippines August 2016 Global Travel & Expense & Purchasing Card Policy VISA Philippines January 2017 Data Privacy VISA Philippines January 2017 Prevention of Insider Trading VISA Philippines January 2017 Records Management VISA Philippines January 2017 Key Controls VISA Philippines January 2017 Antitrust & Competition Law VISA Philippines January 2017 Workplace Harassment & Discrimination VISA Philippines March 2018 FYI15 Compliance Training Bundle VISA Philippines March 2018 FY16 Business Code of Conduct & Ethics VISA Philippines March 2018 Key Controls VISA Philippines March 2018 Global Travel & Expense & Purchasing Card Policy VISA Philippines March 2018 Data Privacy VISA Philippines March 2018 Prevention of Insider Trading VISA Philippines March 2018 Records Management VISA Philippines March 2018 Key Controls VISA Philippines March 2018 Antitrust & Competition Law Service member's Civil Relief Act (SCRA) Capital One Philippines 2014 & 2015 The Gramm–Leach–Bliley Act (GLBA) Capital One Philippines 2014 & 2015 U.S. Anti-Money Laundering Act                    Capital One Philippines 2014 & 2015 Securities & Exchange Act of 1934                    Capital One Philippines 2014 & 2015 Fair and Accurate Credit Transactions  Capital One Philippines 2014 & 2015 Act of 2003 (FACTA)   Privacy Act of 1974                            Capital One Philippines 2014 & 2015 U.S.  Fair Debt Collection Practices Act (FDCPA) HSBC, JP Morgan 2004 & 2007 U.S. Specialty States Collections Practices Act                HSBC, JP Morgan 2004 & 2007 English as Second Language (ESL) Training               HSBC, JP Morgan 2004 & 2007 English Communication Skills Training                   HSBC, JP Morgan 2004& 2007 Restaurant Analysis for Profit Sales & Strategy                Performex October 2001 Effective Supervisory Skills for Managers                Performex October 2001 PhilAm Life Insurance (Pre-need) PhilAm Life April 2000 PhilAm Life Non-Insurance (fire, car, wealth, health) PhilAm Life April 2000 Departure Control System  MIASCOR NAIA 1999 PhilBanking Corporation OJT                         PhilBank October 1998 Cora Dela Rosa Personality Development                SPCM 1991 & 1992     AWARDS & RECOGNITIONS VISA Philippines Customer Commendation Capital One NPS ELITE AWARDEE                        July 2015 Capital One NPS ELITE AWARDEE                    May 2015 Capital One NPS ELITE AWARDEE                       January 2015 Capital One Multiple Customer Commendation Hall of Fame            August 2015        Capital One Multiple Customer Commendation Hall of Fame July 2015 Capital One Multiple Customer Commendation                    June 2015 Capital One Multiple Customer Commendation                    May 2015 Capital One Multiple Customer Commendation                    April 2015 Capital One Multiple Customer Commendation                    February 2015 Capital One Multiple Customer Commendation                    January 2015    Altisource Top Performer Overall Rank 1 Quarter 3 2014 Altisource Top Performer Overall Stack Rank 2 Quarter 3 2014 Altisource Top Performer Overall Rank 2 Quarter 2 2014 JP Morgan Top Collector Award January 2008 HSBC/HDPP Top Collector Award                       August 2005     REFERENCE:   Pauleen Ilagan - Team ManagerHarvey Vista- Team Leader VISA PhilippinesAltisource Solutions Inc. 14th Floor 5 E-com Building2 E-Commerce Bldg. Mall of Asia Complex, Pasay CityMall of Asia Complex, Pasay City  Office: (- Office#: (- Christine Quijano- Team Leader                Capital One Philippines                        Northgate Ave. North Bridgeway                Filinvest Corporate Centre, Muntinlupa City            Office#: (-