Angelica Marie Garcia
Baguio City,Philippines
Summary
Results-driven professional experienced in fraud analysis, quality assurance, and customer service. Skilled in reviewing fraud investigations, identifying suspicious activities, ensuring case accuracy, and maintaining compliance with company policies. Detail-oriented and analytical, with strong problem-solving skills and a commitment to protecting customer and company interests.
Overview
10
10
years of professional experience
Work History
Quality Checker Approver
Concentrix Philippines
12.2025 - Current
- Validated transaction reviews and supporting documents, ensuring accurate investigation findings for informed case approvals or rejections.
- Ensured accurate case documentation and disposition according to established quality standards and approval guidelines, maintaining integrity of review process.
- Reviewed and evaluated fraud analysts’ case investigations for accuracy, completeness, and compliance with company policies, enhancing fraud prevention measures.
- Identified errors, inconsistencies, and potential fraud risks, providing feedback and recommendations for corrective action.
- Collaborated with fraud analysts, operations teams, and management to improve investigation accuracy and operational efficiency.
Senior Fraud Analyst
Concentrix Philippines
01.2019 - Current
- Conducted in-depth fraud investigations using internal systems and tools, databases and third-party verification tools to determine fraud legitimacy.
- Investigated and analysed identity theft, forgery, account takeover, and other bank-related fraud cases, minimising financial losses and reducing customer risk.
- Reviewed transactional data, account activity, and customer documentation to identify suspicious patterns and validate customer identities.
- Prepared detailed case documentation and reports to support fraud decisions and ensure regulatory compliance, collaborating with risk management, compliance, legal, and customer service teams to resolve fraud cases effectively.
- Applied bank policies, regulatory guidelines, and fraud prevention procedure to ensure accurate and compliant decision making. Identified emerging fraud trends and escalated higher-risk cases to management for timely review and implementation of mitigation strategies.
- Communicated with customer regarding fraud-related inquiries while maintaining confidentiality, professionalism, and data security standards.
- Met productivity, quality, and turnaround time metrics in a fast-paced, high-volume environment.
- Maintained strict adherence to data privacy, security protocols, and internal controls, particularly in remote working settings.
Customer Service Representative
Sitel Philippines
05.2016 - 01.2019
- Communicated with customers to confirm delivery schedules, installation requirements, and service expectations.
- Resolved customer concerns and escalated issues to uphold service quality.
- Provided first level troubleshooting support for the delivered appliances by guiding the customer through diagnostic steps to identify common issues.
- Assessed the appliance malfunctions based on customer descriptions, systems diagnostics, and troubleshooting protocols to determine next steps.
- Scheduled service appointments for repair technicians when issues could not be resolved remotely.
- Documented troubleshooting actions and outcomes in internal system to maintain accurate service records.
- Coordinated delivery and installation of appliances, furniture, and home equipment, ensuring accuracy and customer satisfaction.
- Verified product condition upon delivery and installation and documented discrepancies, damages, or returns accurately.
- Maintain detailed records of deliveries, installations, and customers confirmation.
Education
Bachelor in Science in Mathematics
Saint Louis University
01-2013
Skills
- Adaptability
- Data Literacy Emotional
- Intelligence Effective Communication
- Digital Fluency
- Critical Thinking and Problem-Solving
Timeline
Quality Checker Approver
Concentrix Philippines
12.2025 - Current
Senior Fraud Analyst
Concentrix Philippines
01.2019 - Current
Customer Service Representative
Sitel Philippines
05.2016 - 01.2019
Bachelor in Science in Mathematics
Saint Louis University