Emeland Premacio

ZONE 3 195 SIBA SAN ISIDRO TALISAY CITY, CEBU PHIILIPPINES 6045 (-- EMELAND CAÑADA PREMACIO SKILLS I'm an experienced Technical Support and Customer Service Representative, Senior Fraud & Claims Phone Specialist, Project Coordinator, Executive Assistant, and Division Manager with a demonstrated history of working in the Information Technology, Financial, Retail, and Business Services industries. I'm highly skilled in Customer Experience, Business Process Improvement, Training, & Development, Team Leadership, Coaching & Mentoring, and Administrative Assistance with exceptional proficiency in oral and written English Communication. I'm a complete package for all the services you need. Plus, I have experience working on various digital platforms such as Google Suite, Google Search, Microsoft Office, Monday, Slack, Hubstaff, QuickBooks, Quickbase, Zoom, Vimeo, Loom, Skype, Clio, Filevine, Docusign, JotForm, Airtable, Facebook, Instagram, Spotify, Calendly, Adobe, Canva, SurveyMonkey, Aloware, RingCentral, and a whole lot more. EXPERIENCE JP Morgan Chase & Co, Cebu PH — Fraud and Claims Specialist II AUGUST 2017 - PRESENT ● ● ● Mitigate losses of the bank by stopping and identifying fraudulent activities. Analyze data from multiple sources to identify discrepancies, spot fraud, and eliminate suspicion. Write reports, and document evidence, findings, and recommendations. Legal Soft Solutions, Remote — Division Manager/ Executive Assistant to the CEO AUGUST 2020 - JANUARY 2021 (Part-time Job) ● ● ● Worked closely with the company’s CEO by providing regular updates and creating reports regarding the status of all Virtual Assistants, including managing the company’s Training and Hiring Managers. Constantly communicated with around 15 clients from different US-Based Law Firms and managed 35 Virtual Assistants by performing client and employee engagement activities to resolve conflicts, improve performance and continuously improve everyone’s overall experience with the company. Handled Payroll, Timesheets, Reports, and Invoices for all Clients and Employees, including those from other Divisions. NCR Cebu Development Services Inc., Cebu PH — Project Coordinator SEPTEMBER 2015 - AUGUST 2017 ● ● ● Managed projects related to the installation and implementation of Financial and Retail Services - Software and Hardware. Developed schedules, tracked activities, and communicated with team members to ensure projects were completed promptly. Resolved escalations promptly by closely working with Team Leaders, Field Technicians, and Technical Support Representatives. Convergys Corporation, Cebu PH — Team Leader (Sales and Technical Support Account) April 2010 - August 2015 ● ● ● Managed a team composed of 15-20 people to deliver exceptional results to ensure Client Satisfaction. Handled Order Fulfillment/Order Entry Tasks, and took care of Staffing/Service Level. POC for End-of-Day Reports for the whole Site to ensure Daily Goals were met and regular updates were provided to the Site Director. ePerformax Contact Centers & BPO, Cebu PH — Financial Advisor/ Escalations Specialist April 2008 - April 2010 ● ● Provided the best customer experience to customers in need of assistance with their credit card accounts. Took Escalation calls to resolve customer complaints and acknowledged kudos calls. EDUCATION Cebu Normal University, Cebu PH— Bachelor of Secondary Education, Major in English June 2004 - March 2008 Completed a four-year course at one of the best teacher-training institutions in the Philippines with flying colors. CHARACTER REFERENCE Airolyna Monillas — Team Leader at JP Morgan Chase & Co. - Vincent Alfeche — Hiring Manager at Legal Soft Solutions -