Alta May G. Tangonan
Blk 131 Lot 18 Phase 7, Las Palmas, Guyong, Sta. Maria, Bulacan
Summary
I started my career with Western Union as a Support Specialist providing excellent offline and online customer service to customers, going beyond to provide one call resolution to the customer. As a proof to this performance, I was awarded as QA of the year. Working my way up, I've been to different departments of Western Union gaining different set of skills and knowledge. I was a Security Analyst for eight years focused mainly on internal fraud investigations, performing reviews on CSRs changes on transactions to mitigate the risk of internal fraud and ensuring that established process and procedures are being followed. Provided assistance to law enforcements and NBI personnel with their police requests and subpoenas.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Security Analyst
Western Union Services Philippines Inc - AROC
05.2015 - 08.2023
- Performed daily review on name changes made by ROCs CSRs and Partner Sites to ensure changes made were aligned with the established process and procedure.
- Performed daily review on new transactions created by CSRs to ensure legitimacy of requests.
- Worked with the Western Union internal lawyers in the US and legal partners here in the Philippines on internal fraud cases. Served as the witness of WU in court on fraud cases.
- Worked with the NBI and PNP with their subpoenas and police requests on transactions sent thru Western Union.
- Served as Western Union Representative on cases with senders' complaints.
- Attended various fraud seminars and trainings to deepen my skills and knowledge.
- Provided fraud talk trainings to all onboarding employees of Western Union.
Non Payment Claim Specialist
Western Union Services Philippines Inc - AROC
01.2011 - 04.2015
- Provided payment resolutions to customers.
- Conducted full claim investigations on cases escalated by senders claiming non payment claim.
Offline Support Specialist
Western Union Services Philippines Inc - AROC
03.2010 - 04.2011
- I was a part of the pilot team who provided offline support to EMEA region agents with their requests on transactions.
- Provided offline support to customers with their requests on transactions.
- Processed money transfers offline requested by companies as salaries to their employees.
Online Support Specialist
Western Union Services Philippines Inc - AROC
05.2008 - 12.2010
- Provided customer service to customers of North America and Canada. Processed requests of senders mostly changes on their transactions.
- Awarded as QA of the year for providing excellent customer service to customers.
Education
Computer Programming - Computer Programming
AMA Computer Learning Center
Northbay, Capulong, Tondo, Manila 04.2001 -
High School Diploma -
Saint Louis High School
Solano, Nueva Vizcaya 04.2001 -
Skills
Analytical Skill
undefinedCertification
ACFE
Timeline
Security Analyst
Western Union Services Philippines Inc - AROC
05.2015 - 08.2023
Non Payment Claim Specialist
Western Union Services Philippines Inc - AROC
01.2011 - 04.2015
Offline Support Specialist
Western Union Services Philippines Inc - AROC
03.2010 - 04.2011
Online Support Specialist
Western Union Services Philippines Inc - AROC
05.2008 - 12.2010
Computer Programming - Computer Programming
AMA Computer Learning Center
04.2001 -
High School Diploma -
Saint Louis High School
04.2001 -
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