Winniejan Villarin

 WINNIEJAN G. VILLARIN B10 L4 CRISANTA ST. CHERRYVILLE SUBD. SAN JUAN TAYTAY RIZAL, PHILIPPINES- skype id:- Professional Efficiencies 8 years of strong customer service experience in several financial service- oriented companies. Directly deals with establishing finance operational strategies through carefully evaluating trends; Establishing critical measurements; determining production, productivity, quality, and customer-service strategies Designing systems Accumulating resources Resolving problems and implementing process improvement changes. EXPERIENCES: PAY SECURED ONLINE INC. AND INTRAPAY Credit, Risk, and Compliance Analyst (June 2017 – present) Responsible for monitoring online payment activities of merchants and log all updates to CRM. Analyzing and detecting transactions and businesses that may cause potential financial losses. Know Your Customer (KYC) due diligence check, phone, email and chat verification. Credit Risk/Onboarding Investigations. In-depth transaction and financial review and analysis. Setting up Fraud Rules and Scoring. Refund and standard procedures. Crafting/drafting documents and articles for process improvements including banking standards and processes. PAGO GLOBAL AND PAY SECURED ONLINE INC. Customer Service/Merchant Support (December 20, 2016 – June 2017) Promptly attends to email/chat service and provides timely and accurate guidance and service to merchants / customer. Resolved queued transactions/customer issues within the service level agreements to reduce potential revenue losses Provides prompt, courteous and efficient service that exceeds customer expectations; contribute to effective cost and risk control through productivity and adherence to corporate processes and internal controls are implemented properly Adheres to both professional practices and standards, and the company’s processes and controls to achieve operational excellence Follow-up on customer inquiries that are not immediately resolved Research billing issues pertaining to client’s raised concerns Recommend process improvements Implements Contact Center process and procedure RICECASH ASIA PHILIPPINES INC. 26F Yuchengco Bldg Tower 1 RCBC Plaza, Ayala Ave.,Makati City Makati, Metro Manila, Philippines   Reconciliation Associate (May 20, 2013 – May 18, 2016) Identify, analyze and research variances between the payment processor Prepare entries to record monthly activity, including cash, fees, charge backs, transfers and adjustments Compile and analyze source data for variances and bring to resolution Export, review, data generated from merchant and backend Prepare monthly reconcile reports between banks and merchant IREMIT GLOBAL REMITTANCE LTD Team Leader (OCT 2009 – JAN 2013) Prepare reports and maintain records of work accomplishments and administrative information, as required, and coordinate the preparation, presentation, and communication of work-related information to the supervisor. Report to the supervisor periodically on team and individual work accomplishments, problems, progress in mastering tasks and work processes, and individual and team training needs. Intercede with the supervisor on behalf of the team to inform the supervisor of performance management issues/problems and to recommend/request related actions, such as assignments, reassignments, promotions, tour of duty changes, peer reviews, and performance appraisals. Coach, facilitate, solve work problems, and participate in the work of the team Observe training needs and relay training needs and requests to supervisor Customer Service Associate (FEB 14, 2007 – OCT 2009) Ensures the smooth flow of the day-to-day operational and customer contact support to UK Foreign offices Ensures that the needs of the UK Foreign offices are met and that the daily reportorial requirements are submitted. Ensure the efficient day to day handling of customer remittances, inquiries and complaints and timely submission of reports to different units of the Company (to CSO for invalids; to Accounting FO for “verification or deposit tracing”; to Lead Encoders for “deletion transaction”) CASHSENSE (WORLDCASH INC.) English Customer Support (MAY 1, 2006 – FEB 9, 2007) Responsible for providing excellent customer service on a 24x7 basis through the live chat and email mediums. Efficiently and effectively manage queries and complaints relayed by customers whether by email or live chat, and redirect them to department concerned for better customer call management and prompt response after a thorough investigation. Proper information dissemination on respective department or person concern. Assist in defining and monitoring user concerns and problems. HARMONY THERAPY CENTRE Customer Service Representative (OCT.2004-MARCH 2006) Handles all bookings for diagnosis and treatment. Responsible for decking of patients to the therapist on duty. Responsible for inbound and outbound calls. Remind patients of their appointment, answer inquiries and telemarketing. Responsible for daily encoding of sales for accounting use and submit otherreports as deemed necessary by the management. Cashiering Supply Officer UNITED LABORATORIES INC. Help Desk Analyst / Telephone Assistant (OCT-) Maintain & Encode daily/monthly trouble ticket reports of the Telephone Service Department Group Prepare Daily Status Report on trunk lines, local and direct lines Assign, distribute trouble tickets to maintenance technician for immediate repair of defective locals Responsible for receiving, logging and forwarding call to the concerned parties. Assist in encoding PLDT monthly billings Perform other duties may be assigned by supervisors from time to time. BERKLEY INTERNATIONAL Front Desk Officer / Receptionist -) Provide assistance to the plan holders Conduct interviews and orient the client about the company presentation Greeted clients and plan holders, answered telephones, provide data entry, giving gifts to the clients SAN SEBASTIAN COLLEGE-RECOLETOS Working Scholar – High School Guidance -) Provide administrative support to the High School Guidance Department Conducting entrance exams to the high school applicants Assistant to the Guidance Counselor Document students file in computer system Facilitate programs between students by giving seminars about the students personalities. EDUCATIONAL BACKGROUND: Tertiary Education: San Sebastian College-Recoletos Bachelor of Science in Computer Science- Secondary Education: La Immaculada Concepcion School Pasig City- Primary Education: Bagong Ilog Elementary School-