JOANA MARIE VALENZUELA
Customer Service Representative, Fraud Specialist
EXPERIENCE
PROFILE
I've been working in the
FRAUD SPECIALIST
JP Morgan Chase & Co. June 2015 - June 2017
.Responsibilities:
call center industry for
five years now. I started
Taking inbound calls from customers that are applying for credit cards. Identifying applications
my career in 2012. Taking
that are fraudulent. If business needs I am being toggled to Outbound calling customers who
inbound calls since I
submitted an application to verify information or update them the status of their application. I
started to work in the
was also assigned to send correspondence, temporary transition coach to assist new hires.
industry. Because of hard
Given a task to identify applications that were reported as fraud.
work and determination I
was promoted as a
CUSTOMER SERVICE REPRESENTATIVE & TRANSITION COACH
transition coach in 2014.
Convergys December 2013 - May 2015
I've handled telco
Responsibilities:
accounts for three years
so I decided to try to
Answering calls from customers who are having issues with their service,
learn something new and
processing payments, activating new phones or sim, doing basic troubleshooting.
shifted into a financial
After regularization, I was promoted as transition coach to coach new hires,
account in 2015. Being
evaluate their calls, answer their questions, answering escalation calls.
passionate and since I
love what I am doing I
CUSTOMER SERVICE REPRESENTATIVE
acquired multiple skills on
Itouch Point & Fusion BPO May 2013 - December 2013
our line of business.
Responsibilities:
Taking calls from customers who needs assistance in activating phones, processing payments,
CONTACT
changing plans. I've been a top performer along side with the assistant team leads.
CUSTOMER SERVICE REPRESENTATIVE
Teleperformance August 2012 - May 2013
Responsibilities :
-
Assisting customers on processing payments, changing plans, doing basic
troubleshooting, activating new phones. I was awarded as the most promising
employee of the year.-
CUSTOMER SERVICE REPRESENTATIVE
Results Manila Inc May 2012-July 2012
Responsibilities :
jhomariekim
Answering calls from members that have a question about their benefits.
Assisting them in making an appointment to their doctors and processing their
orders.
EDUCATION
POLYTECHNIC UNIVERSITY OF THE PHILIPPINES
2007 - 2009
Bachelor in Office Administration - Undergraduate
