Ma Anthea Fabella

MA. ANTHEA FABELLA Lahug, Cebu City Philippines - /- PROFILE: With over 12 years of hands-on experience as a voice representative, I've built a strong foundation in customer service. My journey began as a Fraud Analyst at JPMorgan Chase, followed by a role as a Customer Care Professional at American Express. I also had the opportunity to work as a Travel Agent at Virgin Australia, and my most recent employment was with Campus Mortgage, where I served as a Sales Development Representative, where my enthusiasm for sales truly flourished. I am an enthusiastic overachiever committed to continuous learning and success. Despite facing financial challenges that prevented me from completing my college education, I started my career in a call center at the age of 17. As the youngest member of my family, I diligently worked towards financial independence and have since become the primary breadwinner for my family. EDUCATIONAL ATTAINMENT: PRIMARY: Basay Central School -) SECONDARY: Basay Central School -) TERTIARY: Negros Oriental State University -) WORK EXPERIENCE: JP Morgan Chase (Fraud Analyst) | June 2012 – Sep 2014 ● Developed and maintained reporting tools for cross-functional fraud and compliance teams. ● Led projects to safeguard business assets and customer data security. ● Cultivated enduring relationships with cardholders. ● Provided financial advice to clients for portfolio and Chase account management. EXL Service Cebu - American Express | Mar 2014 – Sep 2017 ● Served as a primary point of contact in an inbound banking contact center. ● Addressed customer inquiries about accounts, products, rates, and services. ● Demonstrated expertise in understanding customer and business financial needs. ● Recommended customized financial products for cost-saving benefits. ● Processed loans and fund deposits. Virgin Australia (Customer Support/Travel Agent) | Nov 2017 - April 2019 ● Delivered exceptional customer service and communication. ● Managed travel arrangements, including flights and hotels. ● Established rapport for smooth, friendly transactions. ● Offered exclusive deals and destination insights. ● Handled refunds, disputes, and escalated calls for resolution. Inspiro Experian Financial Account (Quality Analyst) | May 2019-March 2020 ● Ensured product and service compliance with company standards. ● Maintained rigorous quality control for product reliability and performance. ● Conducted product audits and testing. ● Produced reports for process checklists, standards, documentation, and audits. ● Coached and developed action plans for representatives. ● Enhanced communication and work environment through calibrations and meetings. ● Monitored key performance indicators (KPIs) and ensured timely distribution of updates to each team. ● Developed and maintained performance metrics, ensuring adherence by all agents. Campus Mortgage | June 2020 - July 2023 (Sales/Enrollment Counselor) ● Demonstrated new products and services, offering guidance and addressing customer queries. ● Managed inbound/outbound calls with a daily quota of over 200. ● Handled email and text responses. ● Actively pursued sales opportunities through cold calling. ● Scheduled meetings with potential clients, addressing their needs. ● Negotiates and provides pricing options to fit customer budgets, closing deals effectively. Paint by Numbers Australia/MOW NOW - Virtual Assistant (Part-time job) (July 2023 - Sep 2023) ● Efficiently managed email communication and promptly responded to client inquiries. ● Received and processed orders, meticulously prepared parcels, and generated shipping labels for timely deliveries. ● Crafted engaging blog posts and optimized the website for effective marketing campaigns. ● Skillfully handled email correspondence, ensuring professional and timely responses. ● Expertly processed claims, orders, and appointments to maintain smooth operations. ● Update Spreadsheets from time to time when a new order pops up ● Create new sheets for newly added international orders ● Process payments and claims GLOBAL COMMUNICATION TRAINING Feb 2015 – Apr 2015 SABRE TRAVEL TRAINING Mar 2017 – May 2018 REFERENCES: Subject Matter Expert/ American Express HR /Christine Santiago - Trusted Advisor / JPMorgan Chase Fraud / Effie Thomas - TasksdoneRight Recruitment Team / Dehrie Cartagenas - - (Instead put references provided on request)