Edmond Reforma
Fraud And Claims Operations Representative
158 5th Street, Brgy. Katuparan, Taguig City
Summary
Dynamic professional committed to leveraging expertise in building and managing relationships across diverse cycles. Proven ability to align skills with organizational goals, fostering personal and professional growth. Eager to contribute to a role that challenges current capabilities while promoting continuous development and collaboration. Passionate about creating meaningful connections that drive success and enhance overall team performance.
Overview
9
9
years of professional experience
3
3
Languages
Work History
Fraud and Claims Operations Representative
Wells Fargo
09.2023 - Current
- Support fraud and claims functional area by proactively identifying opportunities to improve customer experience, and offer ideas to mitigate risks through effective authentication of customers in order to prevent fraudulent activity
- Perform moderately complex customer support tasks by utilizing solid communication, and verbal and written skills to establish rapport with customer and to deescalate difficult, as well as sensitive information as a part of resolving a claim
- Oversee multiple claim types, take appropriate action to decision the case using multiple systems and applications, and may contact third parties for research, as needed
- Receive direction from supervisor and escalate questions or issues
- Interact with immediate team and functional area on wider range of information, plus internal or external customers
Customer Service / Banker Coaching Queue
Wells Fargo
02.2021 - Current
- Facilitate discussions on process updates and provide necessary feedback to VL support.
- Be able to analyze and critic calls that impacts both QA, NPS, and AHT.
- Be a subject matter expert.
- Facilitate knowledge-check discussions.
- Be a team player to balance own scorecard and responsibilities as a Banker Coach.
- Support customers with inquiries on financial products and services.
- Identify ways to improve customer experience within established procedures.
- Perform routine customer support tasks by responding to and resolving customer inquiries and complaints. etc., fraud transactions, dispute, transaction verification and payments.
Lead, Interaction Analytics
Teleperformance
10.2020 - 01.2021
- Construct searches and reports designed for automated analysis and topic identification in recorded conversations from a contact center environment.
- Make recommendations and define strategies that solve critical business problems; through both established industry best practices and creative innovations.
- Own on-time, accurate, quality analysis and reports/visualizations in tight alignment with specified project objectives.
- Package, deliver, and at times present key findings and briefings.
- Collaborate & communicate effectively with business sponsors, executives and stakeholders.
- Contribute to business value knowledge base and accurate support hand-offs.
- Utilize best practice speech analytics methodologies.
Technical Support Representative
Teleperformance
10.2019 - 09.2020
- Take incoming calls and perform different customer verification methods to maintain account security.
- Identify if customer’s concern is within the scope of work.
- Perform troubleshooting steps to identify the cause of issue.
- Generate Tokens if necessary.
- Remotely access customers computer for deep troubleshooting.
- Escalate case if needed.
Fraud Analyst
Teleperformance
07.2019 - 09.2019
- Take incoming calls from customer and perform different customer verification methods to maintain account security.
- Determine valid and fraudulent transactions on the account and transfer calls if needed.
- Submit Security Fraud report to VISA/Mastercard.
- Issues new card to customer.
- Reviews account for fraudulent activities/transactions.
- Perform additional tasks as needed.
Merchant Disputes Specialist
Teleperformance
02.2017 - 07.2019
- Handle customer credit card disputes and make outbound calls.
- Identify valid dispute that adhere with current VISA and Mastercard regulations.
- Create and customize letters that will be sent to the customer.
- Gather information about the customer dispute and analyze if all information given are within the criteria to resolve the customers concern.
- Find the root cause of the dispute and perform additional tasks as needed.
Project Staff
University of the Philippines Open University
05.2016 - 12.2016
- To digitize all BAC documents and other procurement related documents.
- To assist in receiving of requests for procurement of supplies/materials and equipment and check for completeness of documentary requirements/attachments.
- To assist in the preparation of necessary document/materials for the Bids and Awards Committee (BAC).
- To assist in securing price quotations for supplies/materials and equipment.
- To follow up delivery of supplies/materials and equipment.
- To follow up delivery of supplies/materials and equipment.
- To encode, sort out/file and arrange BAC documents.
- To prepare report and other documents for submission to concerned office.
- To perform other task that may be assigned from time to time.
Education
Tertiary - Bachelor of Science in Elementary Education
Laguna State Polytechnic University Los Baños
Tertiary - Bachelor of Science in Secondary Education
Colegio de Los Baños
Secondary -
Los Baños National Highschool
Primary -
Lopez Elementary School
Skills
Business development
Negotiation
Researching
Financial calculations
Manages designated tasks accordingly
Ability to connect and manage different tasks to create or perform another task fluently
Learns logically according to sequence
Can index files depending on relativity
Additional Information
- Date of Birth: Feb. 21, 1993
- Place of Birth: J.P. Rizal Memorial Hospital, Calamba City, Laguna
- Gender: Male
- Nationality: Filipino
- Civil Status: Single
- Religion: Christian Reformed
Skills
- Knowledgeable in Multimedia editing software like Cyberlink Power Director, Adobe Premiere, Adobe Photoshop, Windows Movie Maker.
- Can work in different platforms and Operating systems (Microsoft Windows, Apple OS, Linux Ubuntu).
References
- Mirasol Ocampo Villanueva
Associate Customer Service Manager
Wells Fargo, Taguig City
Contact Number: +639175773352 - Jennifer Timajo
Supervisor
Teleperformance Makati
Contact Number: +639952470090 - Sher Mark Rubio
Manager
Teleperformance Taguig
Contact Number: +63 925 762 8393
Education
other,other,other,other
Languages
6,C2
Timeline
Fraud and Claims Operations Representative
Wells Fargo
09.2023 - Current
Customer Service / Banker Coaching Queue
Wells Fargo
02.2021 - Current
Lead, Interaction Analytics
Teleperformance
10.2020 - 01.2021
Technical Support Representative
Teleperformance
10.2019 - 09.2020
Fraud Analyst
Teleperformance
07.2019 - 09.2019
Merchant Disputes Specialist
Teleperformance
02.2017 - 07.2019
Project Staff
University of the Philippines Open University
05.2016 - 12.2016
Tertiary - Bachelor of Science in Elementary Education
Laguna State Polytechnic University Los Baños
Tertiary - Bachelor of Science in Secondary Education
Colegio de Los Baños
Secondary -
Los Baños National Highschool
Primary -
Lopez Elementary School
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