Mariedell Rhea Amora

Mariedell Rhea L. Amora Birth Date :December 10, 1993 Birth Place : Cebu City, Cebu, Philippines Nationality: Filipino Address: blk 1 lot 4 pacific grande 2 timpolok lapu-lapu city Contact number :- Email address : - _________________________________________________________________________ WORK EXPERIENCE: Customer Service Billing - Telstra Teletech Philippines May 2016- September 2017 Job description • Confer with customers by telephone or in person in order to provide information about products and services, to take orders or cancel accounts, or to obtain details of complaints. •Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken. •Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills. •Check to ensure that appropriate changes were made to resolve customers' problems. •Contact customers in order to respond to inquiries or to notify them of claim investigation results and any planned adjustments. •Refer unresolved customer grievances to designated departments for further investigation. •Determine charges for services requested, collect deposits or payments, and/or arrange for billing. •Complete contract forms, prepare change of address records, and issue service discontinuance orders, using computers. Fraud Analyst – JPMorgan Chase & Co. Teleperformance Philippines February 2015- February 2016 Job description • Monitor real time queues and identify high risk transactions within the business portfolio. • Observe customer transactions to identify fraudulent activity such as account take over, friendly fraud, theft and similar other risks. • Identify fraudulent transactions and cancel them from further processing. • Resolve queued transactions within the service level agreements to reduce potential revenue losses. • Interact with banks and customers to validate information and to confirm or cancel authorizations. • Resolve customer issues within the scope of existing service level agreements. • Monitor constantly customer and transactional records to identify unauthorized transactions and fraudulent accounts. • Maintain fraud analysis models to improve efficiency and effectiveness of company systems. • Ensure confidentiality of all information collected during investigation. • Determine existing fraud trends by analyzing accounts and transaction patterns. • Identify system improvements to prevent fraudulent activities. • Recommend anti-fraud processes for changing transaction patterns and trends. • Generate suspicious activity reports and risk management reports for Managers. Sales/Customer Service – Tech Mahindra Tech Mahindra Philippines September 2014 – February 2015 Job description • Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services; • Gather customer’s information and determine the issue . • Takes customer’s order and the details of shipments. • Tracks customer’s order. • Research required information using available resources; • Follow standard processes and procedures; • Identify and escalate priority issues per Client specifications; • Accurately process and record call transactions using a computer and designated tracking software; • Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business; • Stay current with system information, changes and updates ________________________________________________________________________ EDUCATIONAL BACKGROUND: College: Bachelor of Science in Tourism Manegement Holy Name University Dampas, Tagbilaran City, Bohol, Philippines Secondary: Holy Name University Dampas, Tagbilaran City, Bohol, Philippines Primary:Holy Name University Dampas, Tagbilaran City, Bohol, Philippines _________________________________________________________________________ OTHER PERSONAL BACKGROUND: Civil Status : Single