Maria Eddeline Cacho
-
Unit 2 Block 2 Lot 33-35
Woodridge Subdivision
Las Piñas, Metro Manila
Education
Bachelor of Arts in Communication
Southville International School and Colleges Parañaque, Metro Manila
10/2014
4th year undergraduate
High School
Bloomfield Academy Las Piñas, Metro Manila
03/2008
Employment History
American Express International Inc.
Customer Care Professional (Canada) - Taguig, Metro Manila
07/2019 - 11/2019
Functions:
Deliver extraordinary customer care by responding to questions concerning customer
accounts in a fast paced, structured customer care environment.
Talk and react personally to whatever the circumstances and assist our customers to
understand potential issues and how we can assist.
Listen to the real need, find what we can give the customer that they don’t know is there
and create powerful solutions to get the job done the first time.
Grow and nurture customer relationships on every interaction that results in measurable
customer value.
Deliver extraordinary results measured by customer satisfaction, effectiveness,
efficiency and quality.
Achievement:
First to certify on September 10, 2019 for Canada Class 9 with an overall V2T of 111.55%
Visa Philippines Business Processing Center, Corp.
Customer Service Associate - Pasay, Metro Manila
Functions:
Respond to incoming customer requests quickly, proficiently and professionally while
meeting specific quality expectations.
Actively listen and probe to figure out nature of each call and determine the appropriate
action(s) to complete the call.
Multi-task across several computer programs to respond to customer inquiries.
Accurately update and maintain cardholder data in appropriate databases.
Skills:
Fraud prevention services
Non-prepaid hot carding and card activation
Verified by Visa services
Prepaid Gift Card services
Prepaid Payroll services
09/2018 - 03/2019
Prepaid Payroll services
JPMorgan Chase
Development Center Coach - Taguig City, Metro Manila
06/2017 - 09/2017
Functions:
Responsible for conducting internal quality audits/monitors of new hires and providing
coaching and feedback.
Employ principles and techniques as defined in the quality audit criteria, and develop and
implement quality assurance standards, processes, and controls.
Conduct "Best Practice" analysis for improvement techniques to create an environment
of continuous improvement.
Evaluate findings and make appropriate recommendation to the Training department for
improvements for New Hire training based on defects identified in monitoring results.
JPMorgan Chase
Merchants Disputes Specialist II - Taguig City, Metro Manila
05/2015 - 05/2018
Functions:
Responsible for investigating and reversing credit card charges disputed by the customer.
Process refunds to the merchant or customer in accordance with Visa and Mastercard.
Track chargebacks and refer fraudulent activity to the appropriate department.
Maintain customers' satisfaction and reduce losses to the bank.
Achievements:
Hybrid specialist cross-skilled to "Disputes By Phone" since November 2015
Received an award for perfect attendance for February 2017
Received awards for having the highest productivity for March 2016 & September 2016
Received an award for exemplary performance for September 2016
No domestic quality audit error since start of production (2015)
Training
Call Center Training Program (Informatics Computer Institute, 2008)
Self Excellence Program (J.P. Morgan Chase & Co., March 2016)
Investing in Your Own Development (J.P. Morgan Chase & Co., December 2016)
Personal Branding Workshop (J.P. Morgan Chase & Co., May 2017)
Development Center Coach Workshop (J.P. Morgan Chase & Co., June 2017)
Visa Claims Resolution Training (J.P. Morgan Chase & Co., March 2018)
Languages
English
Tagalog
