Maria Ara Rose Espera

MARIA ARA ROSE ESPERA Naga Cebu, Philippines SUMMARY Versatile andcustomer-centric professional with 6 years of experience in administrative support, technical troubleshooting, travel services, and banking operations. Skilled in managing digital communications, handling claims and fraud investigations, and providing high-quality customer support. Experienced in coaching peers, managing sensitive data, and using Microsoft tools in high-pressure environments. Open to new job opportunities that offer training and skill development. I am a fast learner, adaptable, and eager to grow in roles that create value for both my future employer and my own professional development. Currently seeking a remote role in administration, virtual assistance, customer support, or other areas aligned with my background and strengths. KEY SKILLS Sabre &Amadeus MicrosoftOutlook, Word & Excel Hubspot Slack DocuSign Lexis Nexis Phone & Chat-Based Technical Support Claims Investigation & Resolution (ACH, Wire, Zelle, Credit/Debit) KYC, Fraud Risk Handling & Fraud Detection Peer Coaching & Training Support Upselling & Cross-Selling Task & Email Management Data Entry & Accuracy Strong Communication (Verbal & Written) Time Management & Problem Solving Remote Collaboration Tools (Zoom, Teams, Internal chat tools companyprovided) PROFESSIONAL EXPERIENCE Collections Specialist Nov 2025- Feb 2026 TOA Global Managed Accounts Receivable (AR) and collections activities for restoration and reconstruction projects, including water mitigation and rebuild services. Contacted contractors and homeowners to follow up on outstanding balances, payment schedules, and billing requirements prior to job completion. Coordinated with insurance companies to verify coverage eligibility and payment responsibility for home repair and restoration services. Assisted customers in loan application processing when full payment was not immediately available, offering alternative payment options to support project continuation. Tracked payments including check tracking, payment posting, and reconciliation to ensure accurate AR records. Fraud Analyst JP Morgan Chase Mar 2023 - Oct 2025 Analyze and profile client accounts for fraudulent activity using KYC practices and internal tools Investigate and resolve claims involving Zelle, Wire, and ACH transfers, vendor payments, credit/debit cards, and mortgage/investment accounts Coordinate with partner banks to validate client data and resolve high-risk cases Handle digital money movement and both fraud and non-fraud claims Manage bank-initiated account closures due to fraud, high-risk clients, or activity deemed a threat to the bank's security Maintain high accuracy while managing sensitive financial information in a fast-paced environment Travel Agent Specialist Wipro Philippines Mar 2021 - Feb 2023 Assisted Premier United Airlines customers with complex flight bookings and itinerary changes Offered upselling options including co-branded credit cards and travel-related products Provided peer coaching and support to new hires, helping with processes and handling escalated cases Maintained high customer satisfaction while managing call and sales performance targets Technical Support Representative Qualfon Philippines Delivered phone-based technical support for major U.S. telecom networks (Verizon, AT\&T, T-Mobile) Promoted to the highest skill tier, handling complex troubleshooting cases and escalations Consistently recognized for monthly and quarterly performance Provided last-resort technical solutions for device, connectivity, and network issues May 2019 - Feb 2021 EDUCATION Bachelor in Secondary Education June 2015-Apr 2019 St. Paul College Foundation, Inc. Specialization in English Licensed Professional Teacher (Board Passer in 2022) Research paper on “Teaching Strategies on Teaching English Language for Effective Communication” Completed teaching internship at St. Paul College Foundation,Inc. and Pardo National High School School Paper Editor ADDITIONAL INFORMATION Available to start immediately Open to full-time and part-time remote work Willing to undergo training for new roles Fast learner and adaptable to new systems