SHENA FERNANDEZ
FRAUD ANALYST | ADMIN SUPPORT VA |
E-COMMERCE VA
WORK HISTORY
PERSONAL PROFILE
with a verifiable track record of
Social Media | E-commerce VA
resolving complex issues quickly and
MARKET WIZ
I'm an experienced VA representative
winning customer loyalty.
February 2020 – Present
HIGHLIGHTED
Responsible for uploading and posting products on different
SKILLS
platforms such as Google My Business, Facebook Marketplace,
and Offer Up
In-charge of customer service and inquiries
Conflict Resolution
Excellent Communication Skills
Service and Support
Fraud Analyst
ALORICA | (Barclaycard US)
Google Drive
Adobe PhotoShop
CRMs
October 2018- April 2020
Observed customer transactions to identify fraudulent activity
Asana
Social Media Management
such as account take over, friendly fraud, theft, and similar other
risks.
Appointment Setting
Checking the transaction if it’s eligible for Chargeback.
E-commerce Sites and Tools
Requesting receipts from the merchant if the card was lost and
Trello
the charge was made via chip charge.
Team Viewer
Calling the customer to verify the charge if the card is in
possession and it was made via chipcharge.
EDUCATION
Bachelor of Science in Computer Science
St. Joseph College Of Bulacan
Virtual Admin Assistant
GOLFSTYLES INC.
March 2016- September 2018
Counter checking of the lead list in the CRM
CONTACT
INFORMATION
Uploading New Sales in CRM, Gqueues and Spreadsheet
Creating and sending of the proposal to customer's email using
Qwilr
Generating leads via social media (FB, IG)
phone : -
Invoice creation and updating Quickbooks
Email:-
Creating Delivery Receipts and FedEx Label
WORK HISTORY
Email Support/ Return Process
VA
Executive Assistant
PRIMECHOICE AUTOPARTS
December 2013- February 2014
May 2014- March 2018
Responding to customer’s inquiries thru email
Providing a good customer service experience to the
customer thru email.
LIBERTY EXPORT (ODESK)
Transferring orders from Amazon Selling Account to
Spreadsheet
Doing product matching
Confirming shipments of the customers
Processing the refund for the customer’s returns thru
changing the status of the ticket to Waiting on
Authorization.
Checking if the order number has the same
information listed in the spreadsheet.
E-commerce Manager
SEANMICH LTD.
Facebook Page Promoter
RB- JCS AGENCY (ODESK)
October 2013 – December 2013
Promote Facebook Page in different groups
Recruiting Writers
May 2017 – September 2018
In charge of social media marketing
Posting in Social Media Accounts using Hootsuite
Customer Service Representative
IQOR PHILIPPINES INC.
Posting in clients website thru Shopify
Sourcing products to sell from different websites
using FBA Wizard Pro Application
Managing Clients websites
Generating leads via social media (FB, IG, Pinterest)
October 2012 – December 2013
Assisting customers in processing their payments and
regarding their bills
Helping the customer in doing troubleshooting if they will
encounter phone issues.
FB Ads | Google Adwords
Specialist
ADSTACK MEDIA
Dec 2016- May 2017
Technical Service Representative
TECH MAHINDRA LIMITED
Oct 2011- August 2012
Posting 5 news from Google News of a specific
category
Provide solutions to the concerns of the customers
Advertising a specific category using Google
regarding their problem with their internet connection.
Adwords
Discuss the instructions to the customers as possible and
Sending Screenshot of Billing and Ads Campaign
get familiarize with personal troubleshooting.
Record and encode important details about the customers
Data Entry
MARK HELTON (HOT LEAD FINDER)
Feb 2014- July 2014
Generating leads for specific Category
Compile all the leads in spreadsheet in Google
Drive
Ensure all categories are all finished and
compiled
and internet connection.
Assist customers with their concerns.
