Basilio Jay Calangi III
Senior Fraud Representative
CITY OF BIÑAN
Summary
Relentless professional known for working hard to determine risk levels. A well-spoken Fraud Analyst promoting exemplary talents in reviewing accounts and identifying issues. Motivated Fraud Analyst touting 1 year of expertise investigating suspicious activity for a financial company. Knowledgeable resource committed to finding answers and working with clients and interdepartmental personnel. Promoting exemplary skills in project management, analytics and fraud pattern detection.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
AFNI
Sta Rosa Laguna
07.2024 - Current
- Worked effectively in fast-paced environments.
- Worked flexible hours across night
- Support customers by providing information, answering questions, and resolving issues, weekend, and holiday shifts.
Senior Fraud specialist
Synchrony Global Services Inc.
01.2023 - 06.2024
- Process disputes and block removal of accounts
- Making sure that clients account are secure.
- Recommended enhancements to existing controls for improved effectiveness in detecting fraudulent transactions.
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
- Provided expert guidance on developing policies and procedures related to fraud management.
- Reviewed transactions and receipts to identify any suspicious activity.
- Summarized all key information regarding investigation into detailed report for delivery to client.
Customer Service Representative
VALOR GLOBAL SERVICES
06.2022 - 01.2023
- Handles customer complaints, provides information about the contract, services and customers account
- Provides contract holders claim status.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Managed timely and effective replacement of damaged or missing products.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Customer Service for Optus
Concentrix
11.2021 - 05.2022
- Handles customer complaints, process orders, provides information about the product, services and customers account.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Negotiated successful resolutions between customers and the company during disputes or disagreements.
- Promptly responded to inquiries and requests from prospective customers.
- Developed rapport with customers through active listening and tailored assistance, fostering loyalty.
- Facilitated training sessions for new hires, instilling best practices in customer service excellence.
Sales Associate
Inspiro Relia
Makati City
06.2021 - 11.2021
- Streamlined processes within store''s operations by organizing merchandise layouts for easy access.
- Engaged with customers to build rapport and loyalty.
- Educated clients on current promotional offerings and products using persuasive selling tactics.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
Specialist
IQOR STA ROSA LAGUNA
09.2018 - 06.2021
- Handles customer complaints, process orders, provides information about the product, services and customers account
- Process trouble shooting or fix regarding customers devices.
- Collected, arranged, and input information into database system.
- Listened and responded to customer requests and forwarded necessary information to superiors.
- Interpreted clients' needs and introduced services to fit specific requirements.
Technical Support cum Consultant
Sutherland Global Services Carmona Cavite
11.2013 - 07.2018
- Provides assistance in resolving customers technical issues or concerns regarding company's software via remote access and customers accounts.
- Evaluated client needs and expectations, establishing clear goals for each consulting engagement.
- Delivered outstanding service to clients to maintain and extend relationship for future business opportunities.
- Mentored junior consultants, fostering professional growth and building strong team dynamics.
- Collected, arranged, and input information into database system.
- Generated reports detailing findings and recommendations.
- Evaluated customer needs and feedback to drive product and service improvements.
Education
M.D. - Medical Technology
Centro Escolar University
Mendiola ManilaSecondary Education - undefined
Mabini High School, Mabini Batangas
Skills
Problem-Solving
Professionalism
Analytical Skills
Fraud Detection
Analytical Thinking
Reliability
Problem-solving aptitude
Time Management
Effective Communication
Multitasking Abilities
Dispute Resolution
References
- Angelo Javier, IQOR STA ROSA LAGUNA, Supervisor, 09292302750
- Janet Vargas, Masseur / live in partner, 09384196601
Timeline
Customer Service Representative
AFNI
07.2024 - Current
Senior Fraud specialist
Synchrony Global Services Inc.
01.2023 - 06.2024
Customer Service Representative
VALOR GLOBAL SERVICES
06.2022 - 01.2023
Customer Service for Optus
Concentrix
11.2021 - 05.2022
Sales Associate
Inspiro Relia
06.2021 - 11.2021
Specialist
IQOR STA ROSA LAGUNA
09.2018 - 06.2021
Technical Support cum Consultant
Sutherland Global Services Carmona Cavite
11.2013 - 07.2018
M.D. - Medical Technology
Centro Escolar University
Secondary Education - undefined
Mabini High School, Mabini Batangas