James Patrick Bactol
Cebu City
Summary
Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance.
Thorough team contributor with strong organizational capabilities. Experienced in handling numerous projects at once while ensuring accuracy. Effective at prioritizing tasks and meeting deadlines.
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
15
15
years of professional experience
Work History
Fraud Prevention Specialist
JP MORGAN CHASE & CO.
11.2017 - Current
- Handled Consumer, Business and Elite accounts. Cross trained across multiple functions of the business. Inbound and Outbound Fraud Specialist and Credit Card Disputes
- Maintained detailed records of all investigations conducted, providing valuable data for trend analysis and future case management efforts.
- Supported colleagues in navigating difficult situations involving potential fraud by providing timely advice based on professional expertise and experience.
- Managed complex cases involving identity theft, credit card fraud, and other forms of financial crime, resulting in successful resolution for affected customers.
- Conducted thorough investigations of suspected fraud cases, leading to the recovery of lost funds.
- Reduced fraudulent activities through continuous monitoring of financial transactions and customer behaviors.
- Developed comprehensive fraud prevention strategies to protect company assets and maintain customer trust.
- Reviewed and updated policies regularly to ensure compliance with industry standards and regulatory requirements related to fraud prevention.
- Analyzed transaction patterns to identify and mitigate emerging fraud trends.
Team Lead Trainee
CONVERGYS PHILS. - Citibank NA
05.2012 - 10.2017
- Delegated tasks effectively based on individual strengths, leading to improved efficiency and a balanced workload among team members.
- Participated in cross-functional team-building activities.
- Provided regular feedback to team members regarding their performance, helping them identify areas of improvement and develop action plans for growth.
- Achieved high levels of customer satisfaction through proactive problem-solving measures taken during critical situations.
- Monitored project progress closely to ensure timely completion of tasks while adhering to quality standards.
- Resolved conflicts between team members, creating a harmonious work environment that improved overall team performance.
- Completed bi-weekly evaluations for 30 to 40 employees.
Financial Associate - Client Experience Champion
CONVERGYS PHILS. - Citibank NA
01.2012 - 05.2017
- Assisted clients in achieving financial stability, providing personalized financial advice and support.
- Developed comprehensive financial reports for facilitating informed decision-making.
- Improved client satisfaction by promptly resolving financial inquiries.
- Strengthened client relationships by delivering exceptional service.
- Developed strong relationships with clients through consistent communication and exceptional customer service skills.
- Participated in regular meetings with senior leadership to discuss progress towards company objectives relating to finance and growth.
- Provided training to junior associates on industry best practices, enhancing overall team productivity and performance.
- Assisted more than 10 training classes and more than 30 production teams across multiple lines of business
Executive, Corporate and Direct Sales Escalation
QUALFON PHILS.
12.2009 - 12.2011
- Enhanced organizational efficiency by implementing strategic initiatives.
- Led cross-functional teams to drive company growth.
- Built strong client relationships for sustained business success.
- Established long-term client relationships through consistent delivery of high-quality products and services.
- Handle between 30 to 50 escalation cases weekly and handles 8-10 managerial calls weekly.
Education
Associate - Computer Technology and Programming
Britech Interface Computer College
Cebu City, Philippines01.2009
Skills
- Multitasking, problem-solving and Decision Making
- Relationship building, Integrity and Conflict Management
- Analytical mindset and critical thinking
- Continuous improvement focus and Entrepreneurial attitude
- Regulatory compliance and Banking industry experience
- Verbal and written communication
- Teamwork and collaboration
- Attention to detail, task prioritization, adaptability and flexibility
Timeline
Fraud Prevention Specialist
JP MORGAN CHASE & CO.
11.2017 - Current
Team Lead Trainee
CONVERGYS PHILS. - Citibank NA
05.2012 - 10.2017
Financial Associate - Client Experience Champion
CONVERGYS PHILS. - Citibank NA
01.2012 - 05.2017
Executive, Corporate and Direct Sales Escalation
QUALFON PHILS.
12.2009 - 12.2011
Associate - Computer Technology and Programming
Britech Interface Computer College
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