Jazine Monique Custodio

Jazine Monique Custodio Account Manager Address Taguig, Philippines 1630 Phone (- E-mail- WWW https://bold.pro/my/jazine/499r LinkedIn https://www.linkedin.com/in/jazine Resourceful Account Manager with excellent client oversight, issue resolution, and relationship-building expertise. Detail-oriented and organized team player successful at managing multiple priorities with willingness to learn new skills and take on added responsibilities to meet team goals. Skills Teamwork and Collaboration Customer Service Client Relationship Management Database Management Team Training Employee Mentoring Systems: HubSpot, WordPress, Vimeo, Zoom Work History 2022-10 - 2024-06 Account Manager COLLECTIVE 54, Remote Managed 70-80 supported members' life cycle Activities included member onboarding, regular member check-in via Zoom, support as dedicated account manager and main contact for any connection or resources needed by supported members, promotion of membership features, identifying opportunities for account expansion, and report and data management. 2022-01 - 2022-09 Senior Member Success Associate COLLECTIVE 54, Remote Provided remote backend support for start-up membership firm based in Texas, USA Responsibilities included logging tickets, scheduling support for membership activities, Zoom/Vimeo/portal/public website media management, preparation of various reports, and ad hoc projects. 2021-06 - 2022-01 AU SMALL BUSINESS-Business Development Executive AMERICAN EXPRESS INTERNATIONAL, Remote Building relationships with clients to help determine where our payment solutions can benefit their businesses Activities included prospecting for new clients, assistance in the onboarding process of newly acquired clients, and spend enablement for existing clients. 2019-11 - 2021-05 US SMALL BUSINESS-Value Generation Coach AMERICAN EXPRESS INTERNATIONAL, Taguig, Metro Manila, Philippines Closely worked with the training and production leaders in supporting newly hired, loaned and tenured CCPs as a Value Generation Coach Activities included coaching sessions; huddles on process, performance updates, and group model call listening sessions; sales calls validation; regular performance trend review and real-time sales support. 2017-10 - 2019-10 US SMALL BUSINESS-MANILA-Customer Care Professional AMERICAN EXPRESS INTERNATIONAL, Taguig, Metro Manila, Philippines Provided holistic card member services for US Small Business card holders on billing inquiries, dispute setup, and membership benefits Promoted self-service options through the digital space and initiated business-centric conversations to help add value to existing partnership through other products and services. 2016-08 - 2017-08 MERCHANT DISPUTES Specialist JP MORGAN CHASE, Taguig, Metro Manila, Philippines Conducted reasonable investigation and resolved card members' potential billing disputes based on Regulation Z parameters Tasks involved gathering dispute information from card members, reaching out to merchants to validate potential billing errors and negotiate for refunds, and reviewing accounts for chargeback rights according to Visa and Mastercard guidelines. 2015-05 - 2016-08 FRAUD INBOUND-CEBU Specialist & Coach JP MORGAN CHASE, Cebu City, Province Of Cebu, Philippines Worked with training and production leaders as a Development Center Coach to start up Fraud Call Center in Cebu Supported cross-trained, re-badged, and newly hired teams for a smooth transition from training to production Activities included facilitating huddles, conducting coaching sessions, creating drilldown reports on KPIs, presenting team performance on business reviews, and actively participating and contributing to process improvement sessions with global partners. 2013-06 - 2015-05 FRAUD INBOUND-MANILA Specialist JP MORGAN CHASE, Taguig, Metro Manila, Philippines Handled inbound calls from credit card members with concerns on their credit card security Reviewed credit card transactions to help customers find out whether charges are valid or not, created fraud reports on unauthorized activities, replaced lost, stolen or compromised credit cards, and prepared credit card for travel. 2012-05 - 2013-03 Customer Service Representative 24/7 INC., Makati City, Metro Manila, Philippines Assisted customers of an Australian postpaid telecommunications company with effective payment arrangements Tasks included secure over-the-phone payment collection, financial profile analysis to help come up with the most effective payment extensions for clients, and processing service maintenance requests to either bar or restore services. 2010-06 - 2011-02 Customer Service Associate CONVERGYS PHILIPPINES, Muntinlupa, Metro Manila Catered to inbound phone calls from customers of an American postpaid telecommunications company to address general billing inquiries and disputes, promote different call, data and bundled postpaid plans, and performed first tier technical support on network issues. Education 2008-06 - 2010-03 Bachelor of Science: Nursing University of Perpetual Help - Binan City, Laguna 2006-06 - 2008-03 Associate of Science: Health Science Education Colegio San Agustin - Bacolod City, Negros Occidental 2002-06 - 2006-03 High School Diploma St. Scholastica's Academy - Bacolod City, Negros Occidental