Sherry Loberiza

SHERRY LAINE C. LOBERIZA 585 Dungon B Jaro Iloilo City 5000 -- ­­­­­­­­­­­ Career Objective: To obtain a position in a company wherein I can fully utilize and hone my potentials and skills gained through experience as I Contribute to the realization of the organizational goals; and be developed into a professionally mature and socially responsible individual. Educational Background: Bachelor of Science in Commerce Major in Management Accounting Western Institute of Technology Luna St., La Paz, Iloilo City Philippines Job Experience: CITIGROUP BUSINESS PROCESS SOLUTION Consumer Solutions Officer (Citibank UK Retail Bank) October, 2014-June, 2016 INBOUND: Process straight thru fund transfers over the phone once amount is within the limit. Provide authorization to an officer once the transfer is above three hundred pounds to allow the transfer to go through. Assist customer in closing their account once they wish to do so. Processes manage account transfers to another bank. Walk customer through with their online account for familiarization. Provide details of a documents or requirements needed in opening an account either saving or checking account. OUTBOUND: dedicated CSO to verify or validated a request for money transfers made over the phone to complete the transfers. Call out to all clients who are affected with the system issues, new functionalities implemented on the account. Do a follow up call to all clients whose concerns are unresolved. Review accounts and processes within the bank to provide proper resolutions to pending requests and escalated concerns. Consumer Solutions Officer (Citibank US Mortgage) April, 2013-October, 2014 Converse about Home Insurance and Taxes with homeowners or brokers. Assist customers or loan officers in generating their pay off statements to pay off the loan. Conduct document verification to ensure error free client files in terms of specific information. Discuss monthly mortgage payments, late charges and fees. Discuss partial information of foreclosure. CONVERGYS PHILIPPINES SERVICES CORP. Transaction Fraud Specialist (Citibank US Credit Card) August, 2011- Feb, 2013 Do outbound call to ensure that cardholders are notified in a timely manner regarding their cards being compromised and hot listed via internal Bank processes. Observe customer transactions to identify fraudulent activity such as account take over, friendly fraud, theft and similar other risks.  Contact customers to verify transactions or activities on the account that hit the EWS. Receive calls from cardholders or merchants verifying transactions or personal information. Assist customers in updating their personal information like name correction, address change, contact information, and etc. Determine existing fraud trends by analysing accounts and transaction patterns.  Monitor real time queues and identify high risk transactions; by checking transaction flows, changes, spending patterns and any indications of fraud within the business portfolio. EPERFORMAX CONTACT CENTERS CORP. Customer Service Representative (PayPal US) October, 2010 – July, 2011 Handle customer inquiries and complaints like; payment & card status, system issues and payment fees. October 23, 2010 - July 1, 2011 Assist customer in activating and confirming their personal and financial information online like their credit cards and Socials. Walk customer through account navigations, like sign-up, closing account and transferring funds. October 23, 2010 - July 1, 2011 Screens and routes incoming calls when necessary. Provide necessary information for Eligibility Buyer and seller Protections. TELETECH CUSTOMER CARE MGT. PHIL. Customer Service Representative (T-Mobile US) April 2009 – June 2010 Handle customer inquiries and complaints. Assist customer queries and questions regarding their bills. Activate bundle features on the accounts. Assist customers effectively by solving customer disputes. Activate and suspend customer’s line for unpaid bills. Process customer’s payment online by getting their card information. Discuss products offered and ensure customers satisfaction. ILOILO 4R TRADING Bookkeeper/ Payroll/timekeeper June 2006- February 2010 Reconciles expenses, invoices, and bills. Manage daily cash and inventory. Maintains files and database. Perform data entry as needed. Tracks office supply inventory and orders additional supplies as needed. Track staffs attendance. Make Payroll every 15 days. Skills and Competencies: Computer – literate (word processing, Microsoft excel, power point, and typing, computer operations). Possess good interpersonal and communication skills. Able to multi-task. Detail oriented and works with high degree of accuracy. References: Pauline Ann Lingal Tankiang Unit manager- CitiMortgage Customer Service- CITIGROUP BUSINESS PROCESS SOLUTION Sheila Mae C. Loberiza Operation Manager- BPI Operation Management Corporation Christian Francis Audea Operations Manager-Citibank UK - CITIGROUP BUSINESS PROCESS SOLUTION Jerome Rivera Unit Manager-Citibank UK- CITIGROUP BUSINESS PROCESS SOLUTION