Rejent De Guzman

REJENT SOTECO DE GUZMAN Personal Information 545 Manipis St., San Antonio, Cavite City, Philippines 4100 Gender: Male Nationality: Filipino Current Location: Philippines Professional Summary Team Lead in Global Disputes – Expanded Service Team (Visa), with 10+ years in customer service and disputes operations. Recognized for team leadership, employee engagement, and cross‑site collaboration. Known for instituting structured huddles, process hy giene, and knowledge‑sharing rhythms to improve SLO, reduce errors, and drive adoption of new tools and workflows. Core Skills • Disputes & Chargebacks (Fraud/Non‑Fraud) · VROL/PAM • Case Handoff & Assembly‑line Workflows (Global Disputes) • Operational Hygiene (SLO, BD tracking, queue health) • Coaching, Mentoring & Team Engagement • Cross‑site Collaboration (Manila ↔ Bogota/TP Bogota) • Knowledge Tools & Chatbot Adoption · Documentation & Reporting • Microsoft Word, Excel, PowerPoint, Outlook Professional Experience Go Share Manager – B2B • January 2026 • Lead B2B Go Share operational workflows, ensuring accurate routing, tagging, and approval visibility. Coordinate with OCC and engineering partners to resolve system issues and implement process improvements. • • • Monitor case movement, mailbox connections, and app visibility to prevent approval delays. Support operational hygiene by validating tagging accuracy and GS governance standards. Team Lead — Global Disputes, Expanded Service Team (Visa) — March 1, 2024 – January 2026 • • • • • Lead ES team operations, huddles, and process hygiene, including SLO cadence, returned‑case analysis, and audit alignment. Facilitated Manila–Bogota/TP Bogota collaboration for case assignment, audits, and routing. Drove knowledge chatbot adoption through huddles, games, and reinforcement activities. Compiled and socialized TL case‑processing/phone‑time reports for leadership. Mentored analysts on policy/regulatory adherence (Reg E/Z) and letter requirements. Dispute Associate — Visa Philippines (DSO) July 2022 –March 2024 • Managed dispute workflows and documentation across multiple networks; supported escalations and quality improvements. Senior Dispute Representative — Visa Philippines (DSO) July 2021 – July 2022 Dispute Representative — Visa Philippines (DSO) November 2020 – July 2021 Customer Service Representative — Visa Philippines (DPS) — September 2016 – November 2020 • Delivered high‑quality customer support; consistently met performance standards. Virtual Customer Service Associate — Student Tenant Find March 2015 – August 2016 • Handled email correspondence, calls, notices, and assisted property managers. Sr. Operations Representative — Capital One PH — July 2014 – March 2015 • Managed inbound credit card applications with compliance and accuracy. Customer Service Agent – Financial — Capital One US (Sykes Asia) — December 2005 – December 2013 • Provided financial customer service and maintained account documentation. Team Lead – Financial — Capital One US (Sykes Asia) — March 2010 – December 2010 • Led sales team operations; coached members and achieved targets. Selected Achievements • Team Lead Awardee – 3rd Quarter (FY25) • 91% Employee Engagement Survey (FY25) • Positive feedback from team members and colleagues • Led Manila–Bogota collaboration for Tiger Team coordination and audit workflows. Education St. Joseph College – Cavite -) — Bachelor of Science in Nursing San Sebastian College – Recoletos -) — B.S. Business Administration (Marketing) Cavite National High School -) Technical Skills • Microsoft Office (Word, Excel, PowerPoint, Outlook) • Customer Service & Disputes Operations References Available upon request.