Terumi Pineda

Terumi Pineda Operation Specialist ABOUT ME WO R K E X P E R I E N C E As a Senior Operations Specialist is a key leader in overseeing and optimizing operational processes within JPMorgan Chase Bank. With a wealth of experience, excels in strategic operations management, project execution, and process improvement. Adaptable and tech-savvy, plays a pivotal role in shaping and executing operational strategies aligned with broader organizational objectives. Senior Operations Specialist --Cavite, 4103, Philippines JpmorganChase Chase&&Co Co//BGC, BGC,Taguig Taguig/ Feb / Feb 2020 - Oct 2022 Jpmorgan 2020 - Present ▪ Originate loans by working with borrowers to secure financing for the purchase or refinancing of real estate. This involves evaluating the borrower's creditworthiness, income, and other financial factors to determine the appropriate loan amount and terms. ▪ Collect basic personal details such as name, address, contact information, social security number, and other identifying information. ▪ Verify the borrower's employment status, income, and job stability. This information helps in assessing the borrower's ability to repay the loan. ▪ Understand the purpose of the loan, whether it is for a home purchase, refinancing, business expansion, or other reasons. This information helps in tailoring the loan terms to meet the borrower's needs. E D U C AT I O N Bachelor of Science in Nursing Riverside College Bacolod City, Negros Occidental Technical Support Specialist Sykes (Google) / BGC, Taguig / May 2019 - Dec 2019 ▪ Respond to customer inquiries through various channels, including phone, email, and chat. ▪ Assist customers with troubleshooting technical issues related to Nest products. ▪ Provide guidance on product setup, configuration, and usage. ▪ Address billing and account-related queries. SKILLS Quantitative skills Procurement and sales Improvement plan knowledge Loan Origination Expertise Teamwork and Collaboration ▪ Utilize technical skills to troubleshoot and resolve issues with Nest products. ▪ Work closely with customers to understand their problems and guide them through effective solutions. ▪ Collaborate with product development and engineering teams to communicate customer feedback and recurring issues. Health Care Executive EXL Services / Plaza E Northgate Alabang, Muntinlupa City / Oct 2018 - Apr 2019 ▪ Respond to incoming calls, emails, and chat inquiries from members regarding their health insurance coverage, benefits, and claims. ▪ Engage with members in a professional and empathetic manner, actively listening to their needs and concerns. ▪ Provide accurate and detailed information to members regarding their health plans, including coverage details, co-payments, deductibles, and network providers. ▪ Educate members on available resources, preventive care, and wellness programs. Operations Fraud Analyst Ubiquity Global Services / Bonifacio Global City, Taguig / Dec 2015 - Sep 2018 ▪ Monitor and analyze customer transactions for signs of fraudulent activity using fraud detection tools and systems. ▪ Investigate and review suspicious transactions, identifying potential fraud indicators. ▪ Develop and implement strategies to detect and prevent various types of fraud, including account takeovers, identity theft, and unauthorized transactions. ▪ Stay updated on emerging fraud trends and adjust fraud prevention measures accordingly. ▪ Utilize data analysis techniques to identify patterns and trends indicative of potential fraud. English Tutor My English Learning Center / Yupangco bldg. Madrigal Park Muntinlupa, Alabang / Dec 2014 - Feb 2015 ▪ Tutored students to develop a deeper comprehension of English course materials and a better understanding of assignments to improve academic success. ▪ Prepared students for English language standardized testing by providing strategies to overcome test anxiety and enhance academic capabilities. ▪ Supported teacher instruction, thoroughly discussing concepts and designing custom practice questions. ▪ Utilized an online chat room with a shared whiteboard to perform one-on-one tutoring with students in English. Retention Customer Support TSD Global / Mckinley Hill, Fort Bonifacio Taguig / Jun 2013 - Nov 2014 ▪ Engage with customers who express an intention to cancel or downgrade their services. ▪ Understand the reasons for their dissatisfaction and address concerns effectively to retain their business. ▪ Maintain a deep understanding of AT&T products and services. ▪ Educate customers on additional features, promotions, and benefits to enhance their overall experience. ▪ Collaborate with other departments to resolve complex issues and ensure timely resolution. Data Encoder Waterfront Inc / Sucat, Paranaque / Apr 2012 - Apr 2013 ▪ Accurately and efficiently input data into databases and systems following established procedures and guidelines. ▪ Ensure a high level of attention to detail to minimize errors in data entry. ▪ Review and verify the accuracy of data before and after entry. ▪ Perform data validation checks to ensure consistency and completeness. ▪ Handle sensitive and confidential information with utmost discretion and in compliance with data protection policies.