Karla Maria Villarosa

Karla Maria D. Villarosa #27-E E. Rodriguez Sr. Ave Dona Josefa, Q.C. Mobile:- Email:- Professional Experience American Express International Inc. Bonifacio One Technology Tower, 3030 Rizal Dr., Taguig, 1634 Metro Manila Account Protection Specialist January 7, 2016 – December 22, 2017 This position is responsible for providing excellent service to valued U.S. card members whose accounts have potential fraud activity: • • • • • • • • • • • It involves making outbound or inbound calls, in order to identify fraudulent charges. Reviewing fraud claims from Card members, and servicing transaction level credit and fraud related inbound calls from merchants. Making a pro-active attempt to identify fraudulent charges via inbound and outbound calls. Answer inbound calls from Card members and set up/action fraud cases on calls. Review fraud claims from Card members. Upon review, a decision needs to be made to either accept the claim from the Card member or reject it for payment of the balance owed and eventually making a contact with the merchant through correspondence. Subsequently, necessary maintenance to the account is required, to send appropriate correspondence and make financial adjustments to either parties and notate the account. Service transaction level credit and fraud related inbound calls from merchants and card members. Detect and minimize credit and fraud risk whilst enabling profitable spend at the same time. Real time, transaction level credit and fraud risk assessments. Point of Sale (POS) approval Charge reversals Resolve cases within the assigned empowerment limit. JP Morgan Chase Bank Philippine Contact Center, Net Plaza Bldg., Fort Bonifacio, Taguig City Privacy Knowledge Team Specialist September 18, 2012 – December 15, 2015 • Handles privacy concerns of retail and credit card customers such as personal and financial information sharing, solicitations, as well as Tier 1 Internet concerns. Card Activation Process Advisor April 8, 2010-September 12, 2012 • Primary role was to promote the benefits of having and using the Chase Credit Cards to card members and offer programs/features that will suit their financial needs with the goal to improve banking relationship with new card members and existing ones. StarTek Philippines Cincinnati Bell Inbound Customer Service Specialist, SM Cyber One Bel Air, Makati City Cincinnati Bell Inbound Customer Service Specialist October 2009-February 2010 • Responsible in handling inbound concerns for billing, technical, and other general inquiries regarding prepaid and postpaid mobile accounts with up selling of additional services such as sms or data. IBM Daksh PBCom Tower Ayala Avenue, Makati City Sprint Inbound Customer Service Specialist March 2007-October 2009 • Main task was to provide satisfactory customer assistance for their billing, technical and other general concerns regarding postpaid mobile and broadband accounts, including up selling of additional lines and services. Education • AB Mass Communication Trinity University of Asia Undergraduate-