April Anne Layacam

April Anne Tañada Layacan Unit F, 3rd Fl. B6 L14 A. Sempio St, Chrysanthemum Subd., San Pedro, Laguna Mobile # : +63 922 - +63 917 - Email :-Skype ID: al.layacan Objectives: To have a successful career growth in a progressive organization that will use my skills, abilities and experience and where I can effectively contribute my knowledge in any capacity that best matches my skills & experience. Skills and Abilities: - Excellent English Comprehension and Communication Skills: both oral and written. - Customer Service Skills - Ability to function in multiple queues - Interpersonal skills with levels of management and can easily adapt to changes in work flow and processes. - Knowledge of supervisory practices and principles. - Ability to make discretionary decisions based on research & performs a variety of task. - Well- developed sense of urgency and follow through. - Knowledge of external systems and software (Internet, Microsoft Office - Outlook, Word Excel [Visual Basic application and Macros and PowerPoint). - Typing Skills: 45 WPM Professional Experience: April 2015 – April 2016 Certified Sr. Account Specialist – US Cards American Express, - Receiving calls from US Card Members with variety of concerns - Doing maintenance on the account - Processing Billing Disputes for card member who questions charges on the account - Processing Card Replacements - Explaining card members statements(reviewing chargers, late fees and interest charges) - Explaining Annual Percentage Rates - Processing card sales and other promotions. - Processing Balance Transfer - Processing Card Cancellation **Awards and Certification within the F1(American Express US Cards) . - American Express Certified Account Specialist - Awarded as Top 20 agent with High Refer to Friend Contribution(Survey Count) on Oct 2015 - Awarded as a Balance Performer on Dec 2015 - Promoted to RC2 on Oct 2015 - Recognized as Priority 1 Account Specialist April 2013 – March 2014 Compliance and Investigation Manager – Sure Telecom AUS - Act as Liaison between Sure Telecom, Telecommunication Industry Ombudsman or TIO and Sure Telecom customers - Taking and Making calls from/to customers who have complaints raised to TIO(inbound and outbound calls) - Ensure that Sure Telecom is strictly following policies and procedures based on TIO standards, Industry Codes, Australian Communications & Media Authority and Communications Alliance - Addressing and Resolving TIO complaints _in all levels (through Emails and Phone calls) - Dealing with TIO Re-classification requests, Re-classification Result Review and additional information, - Communicating with TIO officers in charge of cases/complaints _in all levels - Investigating customer accounts and Analyzing Customers’ TIO complaints - Investigating customer accounts and Analyzing Customers’ NON-TIO complaints March 2014 – July 2014 Customer Service Representative & Virtual Assistant – Julian Foxx, LLC - Receiving phone calls from Julian Foxx's Customers - Calling Julian Foxx's Customers as part of customer service - Processing chargeback and communicating with bank - Addressing and resolving customers' request through OS Tickets and Zendesk - Addressing and resolving customers' voice mails and e-mails - Processing refunds through Infusion-soft and Authorize.net - Cancelling different orders and subscriptions Aug 2012 – Dec 2013 Virtual Assistant – Sachkia Barnes, Barnes PR - Email management - Online Media Stuff Filing - Dropbox Management - Social Media site Management(Facebook, LinkedIn and Twitter) - Video Scribe and Editing - Receipts compilation Mar 2012 – July 2013 Virtual Assistant – Guy Dunn, The Idea Guy, LLC - Calendar management - Email management - Social Media site Management(Facebook, LinkedIn and Twitter) - Newsletter(iContact, ConstantContact, and Turnkey Mail) - Networking Calendar management - Magazine cover and article layout editor - Business Cards, Data Entry and Web Research - Video Scribe and Editing - Receipts compilation Feb 2013 – April 2013 Assistant Manager – Jeremy Dawes, Jezweb - Prepares Employee Job Descriptions & Contracts - Prepares Non Disclosure Agreements - Prepares Time Table and Checklist for every project, contractor and client - Documenting and Filing of past, present and target projects - Workflow Management - Keep track of projects to meet deadlines - Communicating with contractors and clients with regards to project Nov 2012 – May 2013 Fraud Prevention Analyst – oDesk Corporation - Analyzing and Reviewing oDesk Suspicious or Fraud Contractors' and Clients' Accounts - Reversing Fraud Funds - Checking Suspended Contractors' and Agencies' Tickets Sep 2012 - Mar 2013 Verification Agent, Raithseen Dhanapaul - Local Energy Shop - Monitoring Local Energy SPC Queue for SPC Installation Verification - Outbound Calls for SPC Installation Verification - Processing VEET Certificate on AUS VEET Website - Data Entry Jun 2012 - Nov 2012 Virtual Assistant, Jeffrey Swanson – OneTwoTen - Data Entry - Web Research - Sales Inventory May 2012 – Oct 2012 Part Time Data Entry Specialist / Lead Generation Roger Huitt – Silone - Lead Generation - Data Entry Mar 2012 - Jun 2012 Virtual Asssistant, Email Answering, Customer Service Jeffrey Golby - Global Currents - Web Research - Data entry - Email Handling Jan 2012 - Oct 2012 Customer Service Representative, Handy Tax - Doing Outbound follow up calls to Handy Tax leads regarding Handy Tax application forms - Educating leads/customers about Handy Tax - Receiving calls from leads/customers regarding Handy Tax inquiries - Listening to leads/customers' voice mails and addressing the concerns - Handles Handy Tax Invoices and Collections concerns - Doing Outbound Collection calls to overdue customers - Preparing collection letters for overdue customers - Computation of monthly interest rates Jan 2012 – Feb 2012 & Jul 2012 - Aug 2012 Virtual Assistant/Customer Service Representative, Aspire Realty Group, Real Estate - Responsible for updating www.dropbox .com - Responsible for updating www.gosection8 .com - Responsible for updating properties inventories - Pre-qualifying Leads - Creating Meeting agenda - Creating Postlets for each properties - Back Office and Project work Dec 2011 - Feb 2012 Reservation's Associate, United Cab - Taking reservations from United Cab customers - Processing reservations using United Cab reservation system - Calling United Cab drivers to follow up on the assigned reservation Dec 2007 – May 2011 FRAUD DETECTION and PREVENTION SPECIALIST – D, US CARDS_FRAUD DEPARTMENT, HSBC Electronic Data Processing Phil - Detection & Prevention of any Fraudulent Activities. - Analyze accounts in nine(9) different queues. - Analyze Fraud Trends, Cash Activities, Test Merchants and Bin Generator Merchants. - Analyze Fraud Application, Takeover and Suspicious Account Compromise Accounts. - Handles MasterCard Confirmed Account Compromise Accounts. - Effectively identify fraud activities and issues by performing relevant research using the appropriate tools. - Reviewing security information and account activity - Continually monitor cases and reports to identify trends and notify management of information gleaned from that activity. - Review of accounts and determine the legitimacy of the account and account holder and associated risk. - Fulfills direct Card Member’s inquiries by phone and email to investigate & resolve posted fraudulent activities with an emphasis & quality. - Contacting account holders in an effort to verify activity and mitigate loss. - Handling Authorization and Reversal Calls from Center Banks and Merchants. - Updating Card Member’s account information. **Additional Professional Experience, Responsibilities & Achievements within the Fraud Dept, HSBC Electronic Data Processing Phil. - Handles the Daily and Monthly Real Time Points per Hour and Incentives Report and Real Time Utilization Report using my own created tools. - Handles the Utilization Report Disputes for Score Card Computation. - Was able to handle HSBC Premier and Relationship Accounts for Fraud for HSBC Premier Clients. - Was able to create an Outbound, Inbound and Specialty Queue Memo Template using Visual Basic application and Macros, in which the Fraud Dept is currently using. - Created a Real Time Points per Hour & Incentive Tracker and Real Time Utilization Tracker using Microsoft Excel, in which the Fraud Outbound teams are using. - Was able to learn, review and use QA Monitoring Form - Monitor calls for QA Monitoring. - Trained some agents and supervisors in the Fraud Dept on how to use the Real Time Points per Hour & Incentive Tracker and Real Time Utilization Tracker. - Became the Top Outbound Agent of the Month several times in the Fraud Department Jul 2007 - Nov 2007 Onstar Advisor, OnStar Provisioning, Convergys Philippines - Front liners and Responsible for the Activation/Reactivation of the OnStar System in the Owner's New or PreOwned Vehicles (General Motors) - Pre Delivery Inspection of OnStar System for GM Dealers and General Inquiries for Non Subscriber - Welcoming Subscriber and Selling of Subscription and Hands Free Calling Minutes Oct 2005 - Oct 2006 Account Manager, Priority Club, Inter Continental Hotels Group - Maintaining customers/guests Priority Club Account (esp. Elite Status) - Hotel Reservation (Regular reservation or with the use of Priority Cub Reward Points) - Updating and Managing of customer's Priority Club Points w/ the use of Phone inquiry, Fax, Email or Written correspondence. Mar 2005 - Aug 2005 Customer Service Representative, MCI Account, Client Logic Philippines - Responsible for the complete explanation of transactions (Phone Bills) made by the subscriber - Up selling of the company's products (Local & Long distance features and Added features) Educational Background: Organization/Affiliations: 2000 - 2004 College Bachelor of Science in Biology University of the East C.M Recto, Manila Pre Medical Civic Society (PMCS) 2001 - 2002 Chairwoman of the Arts Committee 2002 - 2003 Personal Relations Officer 2002 - 2004 Chairwoman of the Screening Committee 1996 - 2000 Secondary School Sta. Catalina College Biñan, Laguna Speed test Screenshot: http://www.speedtest.net/my-result/- My DISC Result