Ron Melvin Dela Cruz

Ron Melvin Tantay Dela Cruz 3822-A Mabini St. Don Galo, Parañaque City, 1700 Contact Number:- Email:- PROFILE Goal-oriented and focused. Experienced with fraud prevention, verifying complex data, customer service and maintaining confidentiality of sensitive information. Possess excellent understanding of CRM software and higher than average WPM. EDUCATION ISHRM School System, Las Piñas City Associate in Hotel and- PROFESSIONAL EXPERIENCE Restaurant Management. Visa Philippines, Pasay City, Philippines - Customer Service Representative Oct 2018 - Jul 2022 ● ● ● ● ● Works with cardholders in identifying authorized and unauthorized transactions. Create reports for lost/stolen/compromised cards. Create requests for emergency card services for travelling cardholders. Provide general information to cardholder inquiries. Additional verification and card bypassing for online transactions. Conduent Business Services, Pasay City, Philippines - Email Care Representative May 2015 - Oct 2018 ● Filters fraud and repetitive credit abuse. ● Assist customers with account general inquiries and basic app store troubleshooting. ● Review accounts before granting refund requests or reposting previously purchased items. ● Handled escalated cases. ● Mentored new hires and served as Subject Matter Expert. Teleperformance Philippines, Pasay City, Philippines - Chat Support Representative Oct 2014 - Apr 2015 ● Provides assistance with billing and general inquiries through chat. ● Provides tailor-fit recommendations to customers based on their needs, product plan and payment flexibility. Convergys Philippines, Muntinlupa City, Philippines - Customer Service Representative June 2013 - Dec 2013 ● Provide assistance with billing and general inquiries. ● Identifies customer credit standing and potential refund abuser. ● Identifies best suitable plan options for customer based on their needs. Kraft Food Philippines, Parañaque City, Philippines - Machine Operator Assistant May 2012 - Oct 2012 ● Assist machine operators in production task. Assigned in packaging. Transports product to delivery dock. Teletech Philippines, Mandaluyong City, Philippines - Retention Specialist Aug 2011 - Jan 2012 ● Prevents customer from discontinuing their service. ● Identifies possible credit abusers. ● Mentored bottom performers and aided them in improving their metrics.