Patrick Wylie Deaton

Patrick Wylie Deaton Makati City, Philippines https://ph.linkedin.com/in/patrick-wylie-deaton--- PROFESSIONAL EXPERIENCE JPMorgan Chase Bank, N.A. – Philippine Global Service Center Sep 2014 – Nov 2016 Specialist II – Chargebacks Advisor, Chase Card Services, Merchant Disputes Receive incoming disputes submitted by customers via certified mail, e-mail, and telephone. Conduct reasonable investigation through customer and merchant contact, as well as online research. Ensure appropriate and timely processing of chargebacks or validation of charge(s) in compliance with Visa & MasterCard association rules, US Federal Regulation Z, and bank policy. Past Projects: Member, Manila Merchant Disputes PPC Team Dec 2015 – Nov 2016 Facilitated monthly discussion of PPC (Policies, Procedures, and Compliance) updates to different teams in order to reduce errors on audits conducted by Team Leaders and domestic partners. New Hire Development Center Coach Aug 2016 Convergys Philippines Services Corporation – Encore Receivables Management Jan 2013 – Nov 2013 Collections Care Representative – Citibank Credit Card Services Receive calls from customers who need assistance in making credit card payments. Place calls to customers whose accounts are past due and discuss payment options or offer payment programs in order to avoid further delinquency. Discuss customer’s financial situation and assess customer’s account for possible forbearance arrangements. Ensure customer satisfaction, accuracy, and information security through compliance with federal regulatory requirements and bank policy. Past Projects: Program Ready Trainer (Relief Trainer) for Citibank Collections. Jul 2013 – Oct 2013 Handled 4 New Hire Classes in Process Training. Teletech Customer Relationship Management, Inc. May 2012 – Dec 2012 Customer Service Associate – Bank of America Card Services Receive calls from customers who need assistance in making credit card payments, credit card activation, card replacement, balance transfers, direct deposits, fee inquiries, lost and stolen cards, credit limit requests, APR calculation and general account maintenance. Provide information on different credit card products that the bank offers. Ensure customer satisfaction, accuracy, and information security through compliance with federal regulatory requirements and bank policy. EDUCATION Penn Foster College International Sep 2007 – Jun 2011 Bachelor in Business Management CERTIFICATIONS Harvard Business Publishing Harvard ManageMentor - Ethics at Work Harvard ManageMentor - Career Management Harvard ManageMentor - Stress Management Harvard ManageMentor - Decision Making Harvard ManageMentor - Managing Upward Harvard ManageMentor - Presentation Skills Harvard ManageMentor - Feedback Essentials Harvard ManageMentor - Time Management Harvard ManageMentor - Project Management Harvard ManageMentor - Diversity Harvard ManageMentor - Strategic Thinking Harvard ManageMentor - Goal Setting Harvard ManageMentor - Writing Skills Harvard ManageMentor - Meeting Management Harvard ManageMentor - Difficult Interactions Harvard ManageMentor - Negotiating Harvard ManageMentor - Persuading Others Harvard ManageMentor - Strategy Execution Harvard ManageMentor - Performance Appraisal Harvard ManageMentor - Developing Employees Harvard ManageMentor - Performance Measurement Harvard ManageMentor - New Manager Transitions Harvard ManageMentor - Hiring Harvard ManageMentor - Retaining Employees Harvard ManageMentor - Team Management CHARACTER REFERENCES John Andrew Yap Team Leader, Merchant Disputes JPMorgan Chase & Co. | Consumer and Community Banking | Chase Card Services | Fraud, Claims and Disputes 8/F Net Plaza Bldg, 31st Street, e-Square Zone, Crescent Park West, Bonifacio Global City, Taguig 1632 - |- Jornel Dave Mendoza Team Leader, Merchant Disputes JPMorgan Chase & Co. | Consumer and Community Banking | Chase Card Services | Fraud, Claims and Disputes 9/F Net Quad Bldg, 4th Ave. cor 30th St, Bonifacio Global City, Taguig 1632 - |-