Esmeralda Flores

ESMERALDA FLORES WORK EXPERIENCE • Virtual Assistant (Appointment Setting, Data Entry, Calendar Management, Sales, CRM Management) • Outbound calls for sales and collection • Telegraphic transfers • Senior Financial Account Customer Service FREELANCE VIRTUAL ASSISTANT • 2023 to present Sales Development Manager, Data Entry, Cold Calling, Appointment Setting, Calendar Management, CRM management, Customer Service, Social Media Ads, Prior Authorization FREELANCE REAL ESTATE AGENT ONLINE AND FACE TO FACE SETTING •  to present RETIREMENT SPECIALIST Empower Enterprise Philippines I NOV 2024 - PRESENT SOFTWARE EXPERIENCE • FPS • MOBYX SOFTPHONE • GO HIGH LEVEL • FINACLE • FISERV • ORACLE CRM • SALESFORCE CRM (CIRRUS/CSAS) • APOLLO CRM • MERIDIAN (DOS BASED CRM) • HOGAN (DOS BASED CRM) • OLYMPUS (FOR • • • • • • • • • • • • • • • • • • • STOPPAY/REISSUE OF CHECKS) EASY ACTIMIZE CIV ONBASE TAXPORT EXPERIAN AWSSOFTPHONE AVAYA SOFTPHONE VERINT WORKDAY ENTRUST ALLSEC ALVARIA OKTA WAnywhere TEAMS ZOOM SKYPE LINKEDIN • Receives calls from 401k participants and Financial Advisors for assistance in their Retirement accounts • Assisting in Submission of new Loans or checking status of submitted Loan Application • Requesting for STOP Payment/Resissue of uncashed/lost checks SENIOR CUSTOMER SERVICE REPRESENTATIVE Wells Fargo Philippines I SEP 2024 - NOV 2024 • Receives inbound calls for Brokerage and Investment account holders and assists in account inquiries • Process withdrawals/distributions, sends forms, assists in enrolment for online platform access and assists in most of the processes except for trading advice and liquidation of assets. • Risk Officer WEALTH INVESTMENT MANAGEMENT CUSTOMER SERVICE REPRESENTATIVE II Wells Fargo Philippines I JUL 2023 - SEP 2024 • Receives inbound calls for Brokerage and Investment account holders and assists in account inquiries • Process withdrawals/distributions, sends forms, assists in enrolment for online platform access and assists in most of the processes except for trading advice and liquidation of assets. • Risk Officer WORK EXPERIENCE FRAUD AND CLAIMS REPRESENTATIVE - ONLINE FRAUD DETECTION WELLS FARGO PHILIPPINES I SEP 2022 - JUN 2023 • Receives inbound calls from customers, phone bankers or branch bankers regarding Research cases for online transactions flagged as suspicious by the system • Authenticates the caller. • After successful authentication, analyzes the transaction FRAUD AND CLAIMS REPRESENTATIVE - ONLINE FRAUD PHONES Wells Fargo Philippines I MAR 2022 - SEP 2022 • Receives inbound calls from customers, phone bankers or branch bankers regarding all types of online related fraud transactions. • Authenticates the caller. • After successful authentication, interviews the customer and notates all the details of reported fraudulent activity, files the case and claims if necessary, and proceeds to securing the customers account and credentials. BUSINESS SUPPORT EXECUTIVE - SENIOR FRAUD MONITORING AND TELEGRAPHIC TRANSFER VERIFIER Emirates NBD Bank, Dubai UAE | AUG 2019 - MAR 2021 • Fraud Monitoring o Receives Fraud report from customers through customer service channels (Branch and Call centers) o Make the first level of investigation, requests ATM snapshots of fraudsters (in cases of Cash withdrawal), search for linked accounts and forwards the initial investigation report to Retail Credit Banking Fraud Operations for POS and Credit Card Transactions, or to Risk Management team for Cash Withdrawals or Money Transfers. o Calls the victim for clarifications if required. • Telegraphic Transfer Verifier ° Receives Telegraphic Transfer Requests from Branches and RMs. o Calls customers for confirmation of transfer or asks for clarification of any discrepancies or lacking information. ° Submit to Treasury for Posting or return to Payments processors for recheck. SENIOR CUSTOMER SERVICE REPRESENTATIVE / VIRTUAL RELATIONSHIP MANAGER MULTIPLE PRODUCT Emirates NBD Bank, Dubai UAE | JUL 2018 - JULY 2019 • Taking Outbound and Inbound calls for all customers of the bank. Assisting for applications of Personal Loan, Credit Card, and Value-added services on credit cards • Providing after-sales assistance to existing customers. CUSTOMER SERVICE REPRESENTATIVE - CREDIT CARD INSTALLMENT PLAN EXECUTIVE (IPP) Emirates NBD Bank, Dubai UAE I FEB 2013 - JUN 2018 • Doing outbound calls to Credit Card holders department offering Installment Plan on their retail purchases. WORK EXPERIENCE CUSTOMER SERVICE REPRESENTATIVE - MOTOR INSURANCE AGENT Emirates NBD Bank, Dubai, UAE I MAR 2011 - FEB 2013 • Doing outbound calls to Motor Insurance department offering and selling car insurance. • Providing after-sales assistance to existing customers. CUSTOMER SERVICE REPRESENTATIVE EXL SERVICES PHILIPPINES I OCT 2010 - FEB 2011 • Taking inbound calls for an insurance company based in the United States • Providing assistance to customers with regard to their life insurance policies • Sending requests for Withdrawals and Loans of the customers on their own Life Policies CUSTOMER SERVICE EXECUTIVE RR Donnelley and Sons (Office Tiger Philippines) I JUN 2009 - JUL 2010 • Processing Telegraphic Transfers for Insurance claim payments of the customers for an AustralianBased Insurance Company (ACE Insurance) • Processing Insurance claims. COLLECTIONS REPRESENTATIVE Perosystems Philippines (Acquired by DELL in 2009, then acquired by NTT DATA in 2016) - Paseo de Roxas, Makati Philippines I APR 2008 - MAR 2009 • Calling Medical Insurance Companies to follow up for Professional Service fees of Medical Providers in the US EDUCATION LAGUNA STATE POLYTECHNIC UNIVERSITY - STA. CRUZ LAGUNA PHILIPPINES JUN 1998 - APR 2001 I JUN 2007 - APR 2008 Bachelor of Secondary Education - Major in English