Yves Cammomille Tambaoan Caramat

Yves Cammomille Caramat yxxxxxxxxxxxxxxxxxxxx.com January 24, 1992 +63xxxxxxx xxxxxxx, Philippines Female Profile Motivated professional with a background in operational risk management and internal controls, building on extensive customer service and complaint resolution experience. Adept at identifying and mitigating risks, assisting coworkers and customers utilizing best practices, supporting process improvements, and working with stakeholders to align with organizational frameworks. Proficient in Microsoft Word, Excel, PowerPoint and Outlook. Demonstrates strong analytical, communication, and problem-solving abilities, with a commitment to continuous learning and contributing to organizational success. Education Skills Bachelor of Science in Business Administration Major in Financial Management (Undergraduate) AMA University Interests Data Analysis: Proficient in interpreting and presenting data to support informed decisionmaking. Often using specialized software and tools. Risk management: The ability to assess and mitigate risks associated with fraudulent activities. Stakeholder Management: Skilled at building effective working relationships to achieve shared goals. Problem Solving: Experienced in identifying issues and implementing practical solutions. Communication: Highly skilled in delivering clear and professional information to diverse audiences. Process Improvement: Focused on enhancing efficiency and effectiveness of internal processes. Pattern recognition:Identifying patterns and anomalies in data that may indicate fraudulent behavior. Technical proficiency: Familiarity with fraud detection software, digital forensics, and other relevant systems. Regulatory Compliance: Knowledgeable in adhering to frameworks and standards. Understanding financial principles and staying current with laws and regulations. • • Keen interest in learning new things, often driven by curiosity and a desire to ask “why”. Watching documentaries or researching topics of interest Cooking Kdrama Home improvement and DIY projects • • • • • Languages • • • • English, Tagalog • • • Courses 09/2025 Davao City, Philippines Distance Learning Program on Republict Act of 6713 Civil Service Commission 03/2020 Strategic Thinking Harvard ManageMentor® 03/2020 Crisis Managment Harvard ManageMentor® 03/2020 Stress Management Harvard ManageMentor® 03/2020 Process Improvement Harvard ManageMentor® 03/2020 Coaching Harvard ManageMentor® 03/2020 Customer Focus Harvard ManageMentor® Professional Experience 12/2012 – 04/2013 Edsa Shaw Boulevard, Mandaluyong, Philippines Teleperformance Inc. Customer Service Representative Answer inbound calls and manage customer inquiries in a timely and professional manner. Troubleshoot and resolve customer problems related to products and services. Process customer payments, billing inquiries, and adjustments. Provide information on new products, services, and promotions, and identify upselling opportunities. Maintain accurate records of all customer interactions and transactions in a customer relationship management (CRM) system. Escalate complex or unresolved issues to the appropriate internal teams or supervisors. Help de-escalate situations involving frustrated or angry customers. Maintain a positive, empathetic, and professional attitude throughout all interactions. • • • • • • • • 11/2013 – 10/2014 Pangasinan, Philippines Northcare Contact Center Incorporated Outbound Sales Representative Outbound calling: Making a high volume of calls to prospective buyers and sellers to introduce services and gauge interest. Lead qualification: Asking questions to determine a prospect's needs and if they are a good fit for the agent's services. Appointment setting: Scheduling meetings for real estate agents to meet with potential clients. CRM management: Accurately updating the customer relationship management (CRM) system with prospect information and call outcomes. Follow-up: Following up with leads via phone and email to nurture them and move them toward an appointment. Overcoming objections: Persuading hesitant prospects and addressing any concerns they may have. • • • • • • 11/2014 – 12/2016 Quezon City, Philippines VXI Global Solutions Inc. Account Associate II ( Technical Support) Provided advanced technical support for Uverse Access services, including HSIA/DSL internet and voice. Troubleshoot and resolves complex technical issues related to Uverse Access equipment and services Working closely with fiber support teams to escalate and resolve issues in a timely manner. • • • Incident Management: Monitor and manage incident tickets, ensuring timely resolution and communication with stakeholders. Perform root cause analysis for recurring issues and implement corrective actions. • • Collaboration: Collaborate with cross-functional teams, including Fault Management Team, Field operations, and customer support teams, to resolve technical challenges. Participate in regular team meetings and provide technical insights and updates. Documentation and Reporting: Maintain accurate and detailed documentation of troubleshooting steps and resolutions. Generate and analyze reports on common issues and trends to improve services. • • • • Continuous Improvement: Stay up-to-date with the latest Access technology and industry trends. Identify opportunities for process improvements and contribute to the development of best practices. • • **Promoted as Agent level II for outstanding performance. 02/2017 – 02/2019 BGC, Taguig City, Philippines Citibank Process Solutions Inc. Customer Service Officer I Account Specialist 1 Assist with evaluating and resolving service inquiries from clients across different platforms Effectively use various computer systems to complete assigned tasks and address account inquiries Develop and maintain working knowledge of specific groups of Citi products and services Analyze and identify potential risks and identify solutions that meet client needs Complete assigned tasks in an accurate and efficient manner Solve disputes and retain clients, while minimizing operating loss, through adherence to established rules and regulations Fulfilling the clients’ necessities while providing an exceptional client experience is the expected behavior from all our employees and it will be measured by specific metrics. Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency. • • • • • • • • Account Specialist Retention Part of the job involves fielding inbound and making outbound calls to clients who want to close their accounts. Uses advanced negotiation and persuasion techniques to convince them to stay. Investigate and resolve a wide range of customer issues, which can involve billing, credit, collections, rewards, or other complex financial inquiries. Assess the client's needs and identify the best course of action. Provide tailored solutions, such as providing incentives or customizing products, to satisfy the customer and retain their business. Educating clients on the value of their Citibank products and services, often highlighting specific benefits or features based on the customer's needs and usage. Identify opportunities for upselling and cross-selling additional products and services to increase customer loyalty and generate revenue. This requires strong relationship-building skills to make the customer feel valued. Track activities and provide reports to management detailing interactions with customers and the strategies used to resolve issues. • • • • • • 04/2019 – 03/2025 BGC, Taguig City, Philippines JP Morgan and Chase Account Specialist II Account Specialist I - Retail Banking Manages a high volume of inbound calls (potentially over 100 daily), delivering comprehensive support for financial products Utilizes customer service expertise to interpret needs and deliver continuous insights Navigates multiple computer systems with efficiency, demonstrating adaptability and resilience Excels both independently and collaboratively, driving team success and achieving goals Follows all regulatory and departmental practices and procedures diligently Takes ownership of each customer interaction while treating them with respect and responding with empathy • • • • • • Account Specialist II (Crossed Function) - Both Retail Banking and Credit Cards Requires 100% phone-based customer interaction Demonstrate excellent communication, negotiation, and decision-making skills, while staying engaged with our customers Communicate with customers in a metrics-driven environment Navigate multiple technologies while demonstrating resiliency and extreme adaptability in a fast-paced environment Take ownership of each customer interaction while treating them with respect and responding with empathy Work both independently and in a team environment Abide by all applicable regulatory and departmental practices and procedures • • • • • • • **During Pandemic, the first two months helped with Email Support with just 2 day training to accommodate high email volume due to lack of available customer service due to lock down. Training Mentor for New Hires and Crossed-functions Answering questions, guiding agents through procedures, and helping them resolve customer issues during live interactions. Closely tracking key metrics (call handling time, customer satisfaction, accuracy) and providing regular, constructive feedback to help the agent improve. Working with the initial training team and other nesting coaches to ensure a smooth and consistent transition process for all new hires and agents transitioning to crossed-function role. Serving as a go-to expert for product knowledge, company procedures, and system navigation. • • • • Account Specialist II- Corporate Sector (UK) Provide best-in-class customer service, through phone and chat, handling “everyday banking” issues from the customers, which includes guiding customers how to use our product and technical troubleshooting concerns. Process disputes as requested by customers. Identify, capture, and resolve complaints from customers within the agreed service levels. • • • Account Specialist II - Fraud Investigations Investigate and resolve escalated inquiries and workflow issues. Assist Customer Service Representatives with account queries, updates, and escalations mainly for account limits and requests. Track all inquiries in the Service Portal case tracking tool, regardless of channel. Work across varied specialized applications (internal and external) to conduct searches, gather data and record evidences for Sanction hits, suspicious activities, fraud, AMLA etc.. Analyze and investigate alerts that are generated using standard policies, procedures and tools Work through the alerts on a daily basis to understand if there is a match to our clients and then raise the reviews to the Level 2 teams. Identify and control risk to prevent fraudulent account behavior and potential fraud exposure Substantiate an opinion and disposition with adequate documentation. • • • • • • • • Strive to maintain individual and team throughout and quality targets • Additional Tasks Tracking of End of day reports and collecting trackers from other specialists. Track procedural changes and ensure team awareness. Prepare weekly and monthly MIS reports. Identify and implement process improvement opportunities. Assess training needs and coordinate with Associates to deliver required training. Establish and maintain strong relationships with partner sites and stakeholders. Ensure team compliance with updated procedures and business requirements. Escalate issues as appropriate and follow through to resolution. Collaborate with stakeholders such as Operations Controls and Training to meet organizational objectives. • • • • • • • • • References Christopher Ryan Enero, Senior Team Leader, JP Morgan and Chase +63xxxxxxx Jeronica Mae Bautista, Senior Team Leader, JP Morgan and Chase +6xxxxxxxx Mark Salvador, HR Service Specialist, JP Morgan and Chase +6xxxxxx