Mary Antoniette Caparas

MARY ANTONIETTE D. CAPARAS 2134 - C. Tuazon St. San Andres, Manila, Philippines                                                      Contact No- email:-/- OBJECTIVE____________________________________________________________     I am seeking for a role leveraging strong customer service and relationship building skills, utilizing over 7 years of both Voice and Non-voice (Email, Correspondence and Chat) Call Centre experience including over 3 years at Supervisory level. WORK EXPERIENCES__________________________________________________ April 15, 2016 - present Sky Arrow Technology Inc. Financial Services Team Leader ·Performs daily operational tasks like processing of Bonus and Withdrawal transactions. Ensure that all verification checks necessary are met before payout is released ·Investigate any cases of actual or suspected payment fraud/high risk accounts. Independently determine fraud activity and act according to agreed procedures in regards to transaction acceptance, payment method blocking and similar operating procedures ·Monitor payment transactions, velocity and sources to ensure we are managing risk and exposures ·Performs fraud and risk analysis through IP check, registered details against source of payment transaction. Conducts in-depth analysis of player’s profile against available documents and their payment history ·Ensure there is follow-up on issues identified using during the review process ·Handling of business correspondence from internal and external parties related but not limited to Payment transactions ·Makes recommendation on tools and procedures to improve market and credit risk analysis -Other similar ad hoc work as set by the Management from time to time -Coach agents with regard to their performances in order to improve their KPIs. -Conduct trainings for the new hires and up trainings for the new procedures set by the operations. -Send daily reports of all the transactions made by the players to determine win/loss of the company. June 1, 2014 - April 14, 2015 Sky Arrow Technology Inc. Financial Services Officer July 06, 2012 - May 30, 2015              WilliamHill Online - WHG CS Philippines Inc. Risk Management Analyst             11th Floor Net Lima Bldg., 5th Ave., BGC Taguig As a Risk Management Analyst, my duties and responsibilities include: -Monitoring real time queues and identifies high risk transactions or possible cases of fraud within an organization. -Recommending approaches for improving the company's security posture. -Observe customer transactions to identify fraudulent activities such as hacking, friendly fraud, theft, collusion and other risks. -Identifying fraudulent transactions and cancel them from further processing and resolving queued transactions within the service level agreement. -Monitoring constantly customer and transactional records to identify unauthorized transactions and fraudulent accounts. -Ensuring confidentiality of all information collected during investigation. -Determining existing fraud trends by analyzing accounts and transaction patterns. -Generating suspicious activity reports and risk management reports for Managers. April 26, 2010 – October 22, 2012                     TELEPHILIPPINES, INC. Supervisor/Team Leader (Telstra/Bigpond)          EDSA Shaw Blvd. Mandaluyong City Being an Operations Supervisor, I am responsible for coaching and counseling agents on their performances and offer sound recommendations to improve results and standard KPIs. Formulation of analytical study to both qualitative and quantitative results of the project is crucial. Selected Achievements − Successfully managed a team of 20 After-Sales Care Consultants for Telstra Fixed and Mobiles (Residential Billing and Sales) − Developed and promoted four (4) team members as Trainers and Subject Matter Experts (Telstra Project TV) in the past four months. − Lowest attrition rate at 0.05% from December 2010 - April 2011 and at 0.00% from May 2010 to present − Strict compliance on Service Requests and ROVE Coaching − Improved internal process on Escalation Process to ensure that Sup Calls are being attended to in a timely and professional manner October 2007 – October 29, 2009                       Eperformax Contact Center Inc. Email and Correspondence Advisor                    BPI Buendia Ctr, Buendia Ext., Makati (Washington Mutual / JP Morgan Chase) Being an Email and Correspondence advisor, I am responsible in providing customer service to the customers and answering all of their enquiries in a timely and professional manner. These include, if not limited to: -Changing Billing Addresses -Answering disputes on late payment fees, and interest charges -Answering payment and credit card charges enquiries -Adding Secondary Cardholders -Verification of signatures March 15, 2007 – October 2007                Eperformax Contact Center Inc. Customer Service Representative              BPI Buendia Ctr, Buendia Ext., Makati (Washington Mutual) February 06, 2006 - August 05, 2006        PeopleSupport (Phils.) Inc. Inbound Sales eRep                        Ayala Ave., corner Buendia, Makati (Dishnetwork) September 2002 - November 31, 2002    Strategic Event Management & Production Marketing Officer                        Ortigas Avenue, Pasig November 26, 2001 - September 5, 2002            Manila Pest Control, Inc. Secretary - AVP for Admin and Finance                  Arellano Avenue, Manila As a Secretary, my responsibilities mostly consist of Administration tasks. I acted as a liaison between management levels within the organization, supporting volunteer Regional Coordinators and Committee Chairs with information, materials and assistance in handling of corporate funds. I maintained up-to-date Field Organization records; assisted with the logistics and organization of the Annual Membership Meeting and any Regional Membership Meetings; and managed all correspondence directed to MAPECON headquarters. May 22, 2001 - October 21, 2001                           TOPSHOP - London Cashier / Sales Associate                     Robinson's Place, Ermita, Manila EDUCATION____________________________________________________________     2004                              Adamson University                                   B.S. Major in Computer Science SKILLS________________________________________________________________ Microsoft Office, Siebel CRM v7.7, Adobe, Moby, PC Support and Troubleshooting, Kana, TRAININGS and SEMINARS______________________________________________ New Supervisor Training December 6, 2010 - December 11, 2010 Root Cause Analysis March 5 and 12, 2011 Management Training Program August 25 and 26, 2011 Telstra Convention - Sofitel Philippines September 2011 Microsoft Powerpoint Presentation August 2012 PROFESSIONAL REFERENCES_____________________________________________ Diana Aranas Operations Manager - SITEL Phils. Contact Number:- Arianne Albufera Coach / Supervisor - EPERFORMAX Inc. Contact Number:-