Richard Justin Maristela

RICHARD JUSTIN MARISTELA SUMMARY Solutions-Driven Virtual Assistant with four (4) years of specialized experience in complex banking support, demonstrating a consistent track record of resolving intricate client issues and fostering high-trust relationships. Exceptional proficiency in clear, concise written communication and precise execution, ready to manage fast-paced virtual correspondence (chat/email) and confidently handle sensitive administrative tasks. WORK EXPERIENCE Fraud and Claims Specialist - Wells Fargo Jan 2025 - Jun 2025 Developed and implemented fraud prevention strategies, including the review of existing processes and the recommendation of new controls, to minimize financial losses and protect company assets. Investigated and resolved an average of 200+ complex fraud claims weekly and communicating detailed findings. Managed a portfolio of complex fraud investigations, ensuring timely and accurate resolution while adhering to strict regulatory guidelines and company policies. Customer Service Representative - TaskUs, Inc Oct 2021 - Jul 2024 Represented a financial technology account specializing in account reviews, loan agreements, credit scores, and a range of banking products and services Supported a high volume of users through an online text-based platform with a focus on achieving favorable customer outcomes. Delivered hybrid support across multiple channels, including email, and multi-concurrent live chat, managing up to two (2) chat conversations simultaneously while maintaining a low average handling time. Spearheaded the testing of pioneer processes that streamlined remote-work workflows for the team. Served as a point of contact for team monitoring for a 12-person team, acting as a substitute subject matter expert 2-3 times per month to provide guidance on complex issues to new members and maintain team productivity. Assets and Automation Intern - Accenture, Inc Jul 2021 - Sep 2021 Created data-driven infographics to visually report on team performance. Designed and automated key processes for a global client using Microsoft Power Automate. Sales Associate - VXI Global Solutions, Inc Oct 2017 - May 2018 Sustained exceptional customer service standards while managing high-volume, time-sensitive call influx following commercial airings. Maximized revenue by expertly executing cross-selling and upselling strategies focused on complementary beauty regimens and product bundles. Resolved complex product inquiries and diffused customer dissatisfaction concerning orders, ingredients, or application issues. Built long-term brand loyalty and secured repeat business by demonstrating expert technical knowledge of cosmetics and empathetic communication. PROJECTS Asynchronous Chat Implementation Worked closely with the Operations team to lead the successful rollout and internal training for a new asynchronous chat feature. Spearheaded adoption of this feature across the department, empowering agents to reduce involuntary disconnections and enhance overall customer experience. Internal AI Training and Validation Initiative Improved the internal knowledge system by participating in the training of a proprietary financial AI. Authored and validated expert content on loan agreements and technical procedures, directly reducing agent search time and improving the speed of customer responses. KEY SKILLS Customer Service: customer relationship management (CRM); conflict resolution; customer support; email & chat support; product knowledge; ticketing systems; knowledge base; multitasking; quality assurance; troubleshooting Banking: banking operations; financial services; loan application; data entry; administrative support Risk & Operations: risk assessment; risk management; identity verification; operations management; process improvement; KYC & KYB processes Technical & Digital: photo & video editing; digital media; speed typing (60 WPM) Communication & Language: English language fluency; written and verbal communication; client relations Sales: client retention; cross-selling & upselling; sales support; objection handling; proposal preparation; relationship selling TOOLS PROFICIENCY Communications Discord Google Meets Google Mail Microsoft Outlook Microsoft Teams Notion Slack Zendesk Productivity and Collaboration Asana Google Docs Google Calendar Google Sheets Google Slides Helpjuice Microsoft Word Microsoft Excel Microsoft PowerPoint Microsoft SharePoint Creative and Design Adobe Lightroom Adobe After Effects Canva CapCut AI and Assistant ChatGPT Google Gemini Microsoft Copilot EDUCATION Bachelor of Science in Electronics Engineering Far Eastern University Institute of Technology Padre Paredes St, Sampaloc, Manila, 1015 Metro Manila High School Diploma University of Santo Tomas Education High School España Blvd, Sampaloc, Manila, 1008 Metro Manila PERSONAL INTERESTS Strategic Board Games Team Sports Competitive Strategy Gaming Reading Professional Development Interior Design Financial Market Analysis