Jazpher Tolentino Bautista

JAZPHER BAUTISTA Customer Care Professional Professional Experience ADDRESS: Phase 9 Block 1 Lot 6 CONTACT Camella Provence Plaridel, Bulacan MOBILE NUMBER:--ADDRESS: Email:-Phone: - Address: Plaridel, Bulacan JP Morgan Chase Bank | Relief Operations Coordinator November 2021 – December 2022 Key Responsibilities: ✓ ✓ ✓ EDUCATION La Consolacion University Philippines Malolos, Bulacan Bachelor of Science in Hospitality and Restaurant Management June 2007 – March 2011 Saint Mary’s Academy Hagonoy, Bulacan High School June 2003 – March 2007 Maintaining multiple reports assigned by the business to ensure the accuracy of their performance monthly Responsible for monitoring agents’ attendance throughout the day, managing service level with the corresponding report to the leaders Constantly communicates with the management and operations to ensure compliance with the business standards and client’s demands and focused on assessing, analyzing, and reporting FTE’s work, activities, and productivity JP Morgan Chase Bank | Escalation Specialist October 2020 – November 2021 Key Responsibilities: ✓ ✓ ✓ Prioritizing private clients through different channels to identify reasons why disputed transactions were placed under investigation in alignment with Visa and Mastercard Handling escalations professionally and providing exceptional customer satisfaction to maintain the business relationship Accustomed to handling highly sensitive and confidential records of customers’ complaints and feedback Saint Mary’s Academy Hagonoy, Bulacan Elementary June 1997 – March 2003 SKILLS ✓ ✓ Hard Skills ➢ ➢ ➢ ➢ ➢ Soft Skills ➢ ➢ ➢ ➢ ➢ ✓ ✓ Presentation Data Analysis Project Management Design Writing Communication Problem-Solving Critical Thinking Time Management Teamwork PROFILE ▪ JP Morgan Chase Bank | Subject Matter Expert March 2020 – October 2020 Key Responsibilities: Eager and determined in providing excellent customer care, accustomed to handling sensitive and confidential records. Very proficient in formulating interactive presentations, business reviews, and daily reports using Microsoft PowerPoint and Excel. Flexible and able to maintain a sense of humor under pressure. Poised and competent with demonstrated ability to easily transcend cultural differences. Thrives in a deadlinedriven environment. ✓ Provides virtual support assistance to colleagues based in Columbus and Elgin Conducting monthly quality assurance to specialists’ call handling Facilitating daily team huddles along with their corresponding managers JP Morgan Chase Bank | Dispute & Fraud Specialist February 2016 – March 2020 Key Responsibilities: ✓ ✓ Securing clients’ accounts against fraud activities and being responsible for blocking and clearing fraudulent transactions Filing dispute through proper channels in line with Visa and Mastercard terms and conditions Sitel Philippines | Customer Service Representative December 2012 – January 2016 Key Responsibilities: ✓ ✓ ✓ Delivering exceptional customer service on inbound calls to a wide range of WSJ subscribers with a variety of requests Processing new subscriptions and retaining customers’ business Answering customers’ inquiries via email Achievements Employee of the month | JP Morgan Chase Bank ✓ ✓ Recognized as the employee of the month from July, August, and September 2021 under the Dispute by Phone department Became part of Fraud & Claims Elite employees Top Process Specialist | JP Morgan Chase Bank ✓ Recognized as one of the top process specialists of the month from July, August, and September 2021 under the Dispute by Phone department