J A N E T
S A N C H E Z
VIRTUAL ASSISTANT/CUSTOMER SERVICE
REPRESENTATIVE
EXPERIENCES
Oct 2013 March 2021
FIS GLOBAL SOLUTIONS PHIL INC.
CUSTOMER CARE PROFESSIONAL/FRAUD SPECIALIST /
RELATIONSHIP CARE CONSULTANT – Tier 2
July 2018 - March 2021 - FRAUD SPECIALIST/Tier 2 -Escalations
Team - Facilitated on detecting and investigating fraud claims that
includes gathering relevant information to identify whether fraud
claim is valid and needs to be resolved immediately or to be escalated
with the Back Office for further investigation.
Initiated outbound call and researched fraud claim from merchants,
banks, and internal partners to detect and prevent any fraud and
irregularities with the account.
Assisted customer in updating login credentials and profile for
Account Take over related concern and assist on uploading
supporting documents if needed.
PERSONAL PROFILE
I am a customer care professional for
seven years and with my extensive
customer service experience will help
the company attracts prospects and
retaining valued customers by
providing excellent customer support.
STRENGTHS
Detail-Oriented
Data Entry
Email Management (gmail, outlook, yahoomail)
Calendaring (google calendar, calendly)
Microsoft Office Applications/Google suites
File Management using google drive
Inbound Call handling
Experienced in using soft-phone
Experienced in Avaya phone handling
Customer service oriented
Works well with minimal supervision
Teachable / adapts and learns new skills fast
Account/Customer Retention
Excellent Customer Support
EDUCATION
ST FERDINAND COLLEGE - ILAGAN CITY CAMPUS
1995 - 2000 | Bachelor of Science in Commerce major in
Computer Science
CONTACT
Phone No.:-
Email:-
April 2016 - June 2018 (RELATIONSHIP CARE CONSULTANT-Tier 2
and Billing Dispute Specialist ) - Acted as an Escalation point for
resolving customer’s issues. Evaluates the Quality of calls from
customer; provides feedback to CSR strengths and assess for
improvement
Facilitated escalation of Issues to Appropriate Department like
merchants and internal partners.
Conducted initial investigation with billing dispute claims whether it is
valid to prevent
irregularities and lost.
Feb 2014 - Apr 2016 - (CCP) - Provided great customer support at
all times (by phone)as primary contact for inbound customer issues.
Identified root cause of customer's issue and provided resolutions
based on available resources
October 2013 - Feb 2014 (CUSTOMER CARE PROFESSIONAL AmexServe under TopServe manpower Agency)
June 2001 - STI ILAGAN - EDUCATION CENTER
ADMISSION OFFICER/CASHIER/BOOKKEEPER/
Dec 2012
REGISTRAR/ACADEMIC SUPERVISOR/PART TIME
INSTRUCTOR
Sept 2006 - Dec 2012 (Academic Supervisor)- Recommended
hiring, training, promotion and termination of Faculty to the
President
Trained for new employees by familiarizing them with the
organizational structure of the office
Supervised and evaluated/appraised employees
Sept 2001 - Dec 2012 (School Registrar)- Prepared necessary
documents for the application of permits and all reports required by
STI Headquarters and to Different governing agencies.
Maintained and ensured the completeness of all student records in
the school file
Prepared Calendar of Activities and facilitated engagements
from June 2001 - March 2002 (admission officer/cashier /
bookkeeper)- Responded to the daily needs of students, faculty
and staff, inquiries, both from walk-in and over the telephone.
Ensured that most of the inquiries will be satisfied/ converted into
enrollees at the end of the conversation
Maintained account records of students, including general ledger ,
account payable and receivables
May 2000 - ICL ENTERPRISE
May 2001
SALES CLERK/ASSISTANT BOOKKEEPER
Prepared daily / monthly sales report and expenditures
Prepared customer’s billing statement and facilitated collections.
