Jhamy Rose Gacula

Jhamy Rose Gacula- -Brgy. 17 Mabini Street Laoag City, Ilocos Norte, CONTACT ME Philippines Customer Service SKILLS Customer Support Dynamic Customer Service Representative with over five years of experience Fraud Analysis in diverse roles, including fraud analysis and customer support. Proven ability to Effective Communication deliver exceptional service while managing multiple tasks efficiently. Skilled in Problem Solving effective communication and adept with various software tools including Microsoft Team Collaboration Office and CRM systems. Strong team player with a commitment to enhancing Software Proficiency customer satisfaction and promoting a positive service environment. Currently Detail Oriented pursuing a Bachelor’s degree in Business Administration with a focus on Financial Multi-Tasker Management, aiming to leverage academic knowledge and practical experience to excel in future roles. EMPLOYMENT HISTORY Customer Service Representative Customer Service Representative Fraud Analyst/Customer Service Reresentative Collective Solution Concentrix Alorica August 2022 — March 2025 October 2021 — January 2022 June 2020 — April 2021 In the role of Customer Service Representative at Collective Solution, responsibilities included addressing customer inquiries and providing effective solutions to their problems. This position required strong communication skills and the ability to multitask efficiently while handling various customer requests. A commitment to delivering excellent service was vital to ensure customer satisfaction and loyalty. Regularly worked in a fast-paced environment while maintaining a positive attitude. As a Fraud Analyst at Concentrix, the focus was on identifying and mitigating fraudulent activities while ensuring compliance with company policies. This position involved analyzing customer transactions and data to detect suspicious behavior. Attention to detail and analytical skills were essential in effectively managing potential fraud cases. Collaboration with other departments was often necessary to implement fraud prevention strategies. During the tenure as a Customer Service Representative at Alorica, responsibilities included managing customer interactions with professionalism and empathy. Regularly addressed inquiries and resolved issues, ensuring a seamless customer experience. Demonstrated strong problem-solving skills and the ability to adapt to varying customer needs. Collaborated with team members to enhance service delivery and customer satisfaction. Consistently met performance metrics and KPIs related to customer satisfaction and service quality. Handled escalation calls and resolved complex issues to enhance customer experience. Trained new team members on company policies and procedures. Actively participated in team meetings to discuss strategies for improving service delivery. Reduced fraudulent transactions by implementing proactive monitoring techniques. Developed and maintained reports detailing fraud trends and prevention strategies. Conducted training sessions for customer service representatives on recognizing fraud indicators. Successfully resolved customer disputes related to fraudulent activities. Achieved high customer satisfaction ratings through effective communication and problem resolution. Maintained comprehensive knowledge of products and services to assist customers effectively. Utilized CRM software to track customer interactions and provide timely follow-ups. Contributed to a positive team environment by sharing best practices and supporting colleagues. INTERNSHIPS 6Back Office/ Administrative Assistant Ilocos Norte Provincial Capitol/ Accountancy Department at Laoag City January 2020 — January 2020 Ø Count the accurate hours for payroll. Ø Confirm the exact hours of the employees' work hours. Ø Insert to Excel to balance the accounts Bank Assistant Philippine National Bank at Laoag City February 2025 — May 2025 Ø Assist customers opening New Account Ø Accurately count total check's of the day Ø Confirming total transactions of the day Ø Document on excel the secondary checks received Ø Balancing the receive and release of Debit and Credit Cards EDUCATION Bachelor of Science in Business Administration major in Financial Management Senior High School – Accountancy, Business and Management Track Divine Word College of Laoag Ilocos Norte National High School Brgy 13, Gen. Segundo Avenue, Laoag City, Ilocos Norte 2021 - 2025 CUMLAUDE Brgy. 4 Ablan Avenue, Laoag City, Ilocos Norte 2018 -2020 With Honors Junior High School 4 Elementary Education Ilocos Norte National High School Roque B. Ablan Elementary School Brgy. 4 Ablan Avenue, Laoag City, Ilocos Norte 2014 - 2018 Brgy.18, Laoag City, Ilocos Norte- With Distinction