About

PROFESSIONAL SUMMARY Adaptable, organized, and resolute risk operations analyst with 2+ years of experience working under some of the banks in the USA. Proven success in helping companies grow by handling fraud and non-fraud disputes, chargebacks, administrative tasks, email & calendar management, claim auditing, and providing excellent floor support. I can take care of all the minor and time-consuming work so you can focus on the big decisions that affect your business the most. Key Competencies & Skills: • Task & Time Management: To help you and your team stay on top of your important tasks. • Technologically Savvy: Can adapt to any administrative software that you are using for your business. • Excellent Communicator & Team Player: I work harmoniously with your team and take charge when needed. • Adviser & Coach: Can provide informative suggestions/guidelines to others who're in need of help and can help coach colleagues for the betterment of the business. PROFESSIONAL EXPERIENCE RISK OPERATIONS ANALYST - UBIQUITY GLOBAL SERVICES (2021–PRESENT) ● Produced some of the standard operating procedures(SOP) in investigating disputes - making it 40% easier for analysts to come up with a resolution. This helped reduce the average handling time(AHT) of analysts, lessen the business's loss of revenue, and helped align the other management with the operations team. ● Assigned as the Point of Contact(POC) of a team and supervised analysts whenever the Team Lead is not around. This helped the leaders to become more focused on their urgent/important tasks. Also helped doing administrative tasks and attending meetings for calibration/alignment. ● Operated various customer relationship management(CRM) tools namely Zendesk, SalesForce, Lean Adjustment Hub and Galileo CRM that helped me manage cardholder/customer funds, disputes, claims, personal information, etc. QUALITY ANALYST - UBIQUITY GLOBAL SERVICES (MAY 2023 - October 2023) ● Represented our site during the International Calibration of Chime QAs and collaborated with offshore QAs on important SOPs to be implemented to the Operations Team. This allowed analysts to greatly understand the investigation process resulting in a 44% increase in investigation speed & accuracy. ● Identified, documented and tracked analyst errors and inaccuracy using manual spreadsheets/excel formulas and worked closely with the Operations Team to prioritize and resolve error trends, which led to a 35% improvement in investigative performance. CUSTOMER SERVICE REPRESENTATIVE | TECHNICAL SUPPORT | BILLING - IQOR BACOLOD(APRIL - OCTOBER 2019) & CONCENTRIX BACOLOD(DECEMBER 2020 - FEBRUARY 2021) ● Handled seasonal order entry & customer support accounts while working closely with clients and strategizing sales tactics by doing trial and error on scripts. Although I was a beginner in the industry, I helped the team practice their versatility on-call and delivered exceptional results. EDUCATION & CERTIFICATIONS HIGH SCHOOL DIPLOMA – Colegio San Nicolas de Tolentino - Recoletos/UNO-R(2016 - 2020) BSA AML OFAC E-LEARNING COURSE CERTIFICATE ENTERPRISE RISK MANAGEMENT TRAINING E-LEARNING COURSE CERTIFICATE REG E ERROR RESOLUTION TRAINING E-LEARNING COURSE CERTIFICATE REG E DISCLOSURE & STATEMENTS E-LEARNING COURSE CERTIFICATE UDAAP COMPLAINTS TRAINING E-LEARNING COURSE CERTIFICATE CCPA TRAINING E-LEARNING COURSE CERTIFICATE

Website

LinkedIn

Job Type

Working Hours

8 hours per day

Rate

Skills

AttentionToDetail, StrongCommunication, AbilityToWorkIndependently, DetailOriented, StrongOrganizationalSkills, MicrosoftWord/GoogleDocs, MicrosoftExcel/GoogleSheets,

Languages

English