FLOYD FRANKLIN
VILLANUEVA
PROFESSIONAL SUMMARY
EDUCATION-
URDANETA CITY
UNIVERSITY
Bachelor of Science in
Civil Engineering
SKILLS
Customer Support &
Retention
Fraud Prevention &
Verification
Technical Troubleshooting
Time Management &
Multitasking
Leadership
Effective Communication
Critical Thinking
Account & Order
Management
CRM Tools (Salesforce,
Zendesk)
Microsoft Office Suite
(Word, Excel, Outlook)
Dispute Resolution
LANGUAGES
English (Fluent)
Filipino (Native)
Resourceful and detail-oriented Customer Service Specialist with 3+
years of experience supporting global brands including AT&T,
DirecTV, CitiBank, and Amazon. Proficient in technical
troubleshooting, fraud prevention, account management, and CRM
systems. Skilled in handling administrative tasks, documentation,
and customer communications with speed and accuracy. Adept at
multitasking, problem-solving, and delivering a high standard of
service in fast-paced environments.
PROFESSIONAL EXPERIENCE
Foundever – Amazon Account
Customer Service Representative
October 2024 - July 2025
Handled refunds, replacement orders, and third-party seller
issues for Amazon customers.
Assisted with account management, payment concerns, and
order tracking.
Consistently achieved positive satisfaction ratings through
fast and effective issue resolution.
Concentrix – CitiBank Account
Fraud Analyst / Customer Support
February 2022 – August 2022
Investigated suspicious transactions and verified check
deposits to prevent fraud.
Performed outbound calls to authenticate payor and drawee
details.
Guided customers through dispute resolution and card issue
escalations.
Sitel Baguio – AT&T / DirecTV Account
Customer Service Representative
October 2019 – January 2022
Provided technical and billing support to AT&T and DirecTV
subscribers.
Scheduled service appointments and promoted additional
products and upgrades.
Delivered exceptional service by resolving concerns
efficiently and clearly.
CERTIFICATIONS
Construction Occupational Safety and Health
(COSH)
Loss Control Management (LCM)
