Karla Catrina Potenciana

POTENCIANA, KARLA CATRINA BAYUTAS Address: 747 Piña Ave. Sta. Mesa, Manila, Philippines 1016 E-mail:- Cellular No.: - CAREER OBJECTIVE: To further enhance my capabilities and skills in a long-term position with opportunities for career growth. SKILLS: Computer Literate (MS Word, MS Power Point, MS Excel, Web designing, Adobe Photoshop CS) Can speak English, Nihonggo and Tagalog, AS400 background, ICBS program, Cadencie, Cardsuite, Cards Authorizations, Card Suite, Card Suite Authorizations, VISA Online, VROL, Chargeback Monitoring System, ASCCEND system, MasterCom, ERIC system EDUCATIONAL BACKGROUND: TertiaryBachelor of Arts, Major in Mass Communication- St. Paul University Gilmore cor. Aurora Blvd. Quezon City SecondaryImmaculate Heart of Mary College- Aurora Blvd., Quezon City WORK EXPERIENCE: TaskUs _____________________________________________ Customer Service RepresentativeOctober 28, 2017-Up to present Email Support / Uber UKI Driver Tier 1 962 Aurora Blvd, Project 4, Quezon City, 1109 Metro Manila Job Description: Attracts potential customers by answering product and service questions; suggesting information about other products and services. Maintains customer records by updating account information. Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution. Maintains financial accounts by processing customer adjustments Listen and respond to customers’ needs and concerns Provide information about products and services Take orders, determine charges, and oversee billing or payments Review or make changes to customer accounts Handle returns or complaints Record details of customer contacts and actions taken Research answers or solutions as needed Refer customers to supervisors, managers, or others who can help RCBC BANKARD SERVICES CORPORATION (RBSC) Chargeback SpecialistSeptember 2012-July 01,2016 Chargeback Department - Operations Division RBSC 30/F Robinsons Equitable Tower, #4 ADB Ave., cor. Poveda St., Ortigas Center, Pasig City Job Description: EQUICOM SAVINGS BANK (EqB)_________ Chargeback AnalystApril 2011-September 2012 Payment Services Division – Operations Equicom Savings Bank Corporate Offices, 215 Salcedo Street, Legaspi Village, Makati City Job Description: Responsible for investigating and reversing credit card charges disputed by the account holder. Processes refunds to the merchant or cardholder Tracks chargebacks and refers fraudulent activity to the appropriate department. BDO (Banco De Oro)____________________________________ Consumer Lending Group – Card Acquiring- Job Position: Service Assistant/4 (Admin) 4/F MTECH Building, 379 Sen. Gil Puyat Ave., Makati City Job Description: Handles accurate and timely recording of all merchant details in the Daily Maintenance Transmittal Report used as reference of merchant file set-up and maintenance. Generates merchant letters and correspondences based on Daily Maintenance Transmittal to report and ensures distribution to Acquiring Sales delivery to merchant. Handles and monitors set up of internal codes for use in various file updates such as centralized delivery of payments, maintenance of multiple merchant discount rates, account officer’s code, merchant’s mall locations and other file related set up. Handles monitoring, timely requisition and distribution of supplies, decals, merchant giveaways and marketing materials to Acquiring sales and/or Internal users. Assists in merchant record safekeeping and filing in systematic manner. Coordinates with IT, AFD for the workstations, network access for the new hires. Performs adhoc tasks that may be assigned by supervisors. BDO (Banco De Oro)_____________________________________ TBBG – Branch Operations- Tellering/New Accounts Services American Technologies Incorporated_______________________ Tele-sales Mobile Solutions Group (IBM/Fujitsu Group) March 2006 – Oct. 2006 Gen. Bautista St., San Juan, Metro Manila Job Description: : Place cold calls over the telephone to sell products and/or services associated  with the outreach activity : follows specified instructions in the delivery of sales : organizes and places multiple calls within a specified shift : maintains accurate records of calls placed and results of calls. : maintains daily sales and productivity goals as provided by management : prepares routine periodic sales and activity reports as required : performs miscellaneous job-related duties as assigned SEMINARS/WORKSHOPS ATTENDED: Service Excellence Training (CLG)BDOJuly 24, 2010 China/Union Pay Cards TrainingBDO-CLGAugust 2010 Service Excellence Training (Branch)BDOMay 2009 Negotiable Instruments LawEPCIBMay 22, 2007 Basic Banking LawEPCIBMay 22, 2007 Signature Verification SeminarEPCIBMay 22, 2007 Business Writing SeminarEqBMay 2011 VMV (Vision, Mission and Values Seminar)  EqBJuly 23, 2011 Visa Chargeback RulesRBSC2013 Visa Chargeback RulesRBSC2014 Values SeminarRBSC2014 Operations Department Team BuildingRBSC2016 RBSC I.T. Phishing LectureRBSC2016 BIOGRAPHY: Nickname: K.C. Age:32 years old Height: 4"11 Weight: 95 lbs. Status: Married Children: 1 Hobbies:Photography, Playing volleyball and badminton REFERENCES: Available upon request.