Elizabeth Oribello Abrera Ang

Elizabeth O. Abrera 689 Domingo Almonte Apartment, Mariane Subdivision, Navaluan, Mangaldan, Pangasinan, Philippines - -3630- Objective Experienced and capable Production Team Leader seeking to secure Sales & Accounts Analyst position. Summary of Qualifications Takes ownership of responsibilities and ensures execution of quality-oriented action plans. Highly skilled in the principles of customer service, supervision, and performance evaluation. Professional Background J.P. Morgan Chase – Taguig CityMay 2014 – July 2017 Risk Operations Analyst Operations •Ensures effective investigation of forgery and theft reported on customers’ accounts and transactions. •Collaborates with the corporate security departments in the analysis of abuse scenarios and suspected fraud. •Contesting buyer payment disputes on behalf of the organization across a variety of payment platforms. •Finding existing fraud trends by analyzing accounts and transaction patterns, as well as propose and implement system improvements to fight fraud and protect customers. •Identifying instances of potential fraud, waste, and abuse through data analysis using company system and tool. • Perform investigation and resolution of customer disputes with regards to charge off accounts. • Handled customer disputes for unrecognized charges, non-receipt of goods, etc. • Research and resolve customer disputes but following Regulation E Visa Rules. • Execute strong problem solving skills to process customer disputes. West Contact Services – Makati CitySep 2008 – June 2012 Production Team Leader Operations •Updates and disseminates operations and quality-related information to all members of the team. •Conducted post training assessment tests in accordance with client specific and company standards. •Prepares, coaches and provides feedback on agent's performance in a timely manner. •Regularly attends internal and external calibration sessions as well as client monitoring sessions. •Develops action plans and drives performance to improve overall metrics of the team. •Meets targeted goals set by operations and works closely with Quality to achieve goals and consistency in all metrics. •Coaches agents to achieve target metrics. •Meets target deadline for daily, weekly, and monthly reports. •Ensures adherence to all standard processes as required by the client. West Contact Services – Makati CitySep 2006 – Sep 2008 Financial Service Representative CITIBANK Financial Was on the top performers list for the past three months in an account-wide basis Part of the elite line group called CBY—a line group that has more challenges in meeting client-specified metrics. Consistently meets metric expectations in Quality, AHT, Attendance, Productivity, and Conversion Completes and processes customer credit card application Processes balance transfers for customers Sears Consistently on the top three performers of the specific line group where I belong to Consistently meets required metrics in AHT, Quality, Attendance, and Productivity Directs customers to specific departments where their needs will be addressed Provides direction to customers regarding their product and service inquiries Education Bachelor of Science in Accountancy – University of Pangasinan, Dagupan City