MA LOURDES YTABLE SALAZAR
Makati City
Summary
Experienced professional with solid background in administrative support, customer relations, and fraud prevention. Over years of experience at Wells Fargo as a Senior Escalation Rep and Phone Banker, along with roles in fraud and claims analyst at American Express and JP Morgan Chase Bank. Proven ability to enhance operational efficiency and deliver top-notch customer service. Willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
35
35
years of professional experience
Work History
SENIOR ESCALATION REP
WELLS FARGO EGS PHILS.
09.2019 - 06.2024
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Enhanced company reputation by providing exceptional customer service and support.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Determine appropriate course of action and conduct investigative steps to fully identify customer issues
- Interact with the immediate Escalations team to supervise day to day activities of the support Escalations team
EVERYDAY BANKER
WELLS FARGO EGS PHILS.
07.2014 - 09.2019
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Developed and maintained strong customer relationships, providing exceptional service and advice.
- Maintained strict compliance with all banking regulations, ensuring a secure and trustworthy environment for clients.
- Delivered exceptional customer service, addressing concerns promptly and professionally to ensure client satisfaction.
- Educated customers on features and benefits of banking products and services.
- Increased client satisfaction by providing tailored financial advice and personalized banking solutions.
- Strengthened customer relationships through attentive service and prompt resolution of inquiries.
- Monitored account activity and identified suspicious transactions, taking appropriate action to prevent fraud.
- Streamlined operations, implementing efficient processes to improve overall productivity and performance.
- Investigated customer inquiries and resolved discrepancies in helpful and timely manner.
- Proactively identified potential fraud or suspicious activity, taking appropriate action to protect client accounts and bank assets.
- Mentored junior staff members, fostering a supportive work environment that encouraged professional growth and development.
- Mentored junior bankers, enhancing their skills in customer service and financial analysis for career progression.
ACCOUNT SECURITY GROUP / SENIOR SPECIALIST (AMEX)
CONVERGYS PHILIPPINES SERVICES
09.2011 - 06.2014
- Identified areas in need of critical improvement and implemented strategies to achieve targets.
- Involves reviewing dispute claims related to fraudulent activities from Card members, and servicing transaction level credit and fraud related inbound calls from card members and merchants.
- Making a pro-active attempt to identify fraudulent charges via inbound and outbound calls.
- Review fraud claims from Card members. Upon review, a decision needs to be made to either accept the claim from the Card member or reject it for payment of the balance owed and eventually making a contact with the merchant through correspondence. Subsequently, necessary maintenance to the account is required, to send appropriate correspondence and make financial adjustments to either parties and notate the account.
- Service transaction level credit and fraud related inbound calls from merchants and card members
- Detect and minimize credit and fraud risk whilst enabling profitable spend at the same time
- Resolve cases within the assigned empowerment limit
- Charge reversals
CLAIMS ANALYST
JP MORGAN AND CHASE BANK
09.2009 - 06.2011
- Maintained strict confidentiality with all personal data as per company guidelines.
- Managed high-volume caseloads, prioritizing tasks to ensure timely completion of all claims.
- Maintained compliance with industry regulations and company policies while managing sensitive client information and claims records.
- Demonstrated a high level of accuracy and attention to detail in reviewing claim documentation for approval or denial decisions.
- investigating and resolving customer claims related to banking transactions,disputes, account discrepancies, and fraudulent activity, by analyzing data, communicating with customers, and adhering to company policies and regulations to ensure fair and timely claim resolution.
TA / BANK OF NEW YORK MELLON
ADVANCE CONTACT SOLUTIONS INC. (ACS)
07.2008 - 04.2009
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Record changes of ownership
- Maintain the issuer's security holder records.
- Cancel and issue certificates.
- Distribute dividends.
Administration Manager
GREENSTONE PHARMACEUTICALS HONGKONG LTD. INC.
01.2007 - 03.2007
- Supervised a team of administrative professionals, providing guidance, support, and constructive feedback to ensure high-quality service delivery.
- Developed effective filing systems that streamlined document retrieval, increasing efficiency within the workplace.
- Managed budgets and financial reporting, enabling effective allocation of resources and timely identification of potential cost savings.
- Collaborated with leaders from other departments to achieve consistent processes and maximize efficiency of resources.
- Prepared comprehensive reports on departmental performance for senior management, enabling informed decision-making and strategic planning efforts.
- Conducted regular audits of internal processes to identify areas for improvement and implement corrective measures promptly.
- Streamlined office processes by implementing efficient administrative systems, resulting in increased productivity and reduced operational costs.
- Maintained up-to-date knowledge of industry best practices in administration management through continuous learning opportunities, ensuring a competitive edge in service provision.
- Promoted a positive workplace culture by addressing employee concerns promptly and implementing initiatives aimed at boosting morale and job satisfaction.
- Supervised hiring processes and vendor relationships to maintain smooth operations for company.
- Coordinated complex schedules for senior management, optimizing time usage for maximum efficiency and productivity.
- Ensured compliance with relevant laws regulations by developing robust policies procedures governing administrative operations within the company.
SECRETARY TO THE DEAN (Institute of Nursing)
SAINT JOSEPH'S COLLEGE
06.2006 - 01.2007
- Handled sensitive information discreetly, maintaining confidentiality when managing personnel files or financial data.
- Answered multi-line phone system and enthusiastically greeted callers.
- Maintained daily report documents, memos and invoices.
- Scheduled appointments and conducted follow-up calls to clients.
- Managing records, scheduling appointments, and preparing reports.
- Greet visitors and guests
- Record minutes of meetings and conferences
- Monitor office supplies
- Negotiate terms
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
EXECUTIVE SECRETARY/BOOKKEEPER/HR ASSISTANT
GAYLAN TECHNOLOGIES, EQUIPMENTS, MACHINERIES & SUP
01.1996 - 05.2000
- Handled confidential information in professional manner.
- Maintained strict confidentiality in all aspects of personal, financial, and corporate information.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Served as a liaison between executives, staff members, clients, and stakeholders to maintain effective communication channels.
- Handled scheduling for executive's calendar and prepared meeting agenda and materials.
- Enhanced executive productivity by efficiently managing schedules and appointments.
- Boosted morale within teams by fostering a positive work environment with open lines of communication.
- Facilitated smooth travel arrangements for executives, ensuring seamless itineraries and accommodations.
- Collaborated with various departments to develop cohesive strategies for achieving organizational goals.
- Demonstrated flexibility adapting quickly when new tasks or responsibilities arose, maintaining a high level of performance under pressure.
- Strengthened relationships with clients through attentive service and prompt issue resolution.
- Produced accurate office files, updated spreadsheets, and crafted presentations to support executives and boost team productivity.
- Collated and distributed agendas and minutes for all executive meetings.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
- Assisted in the recruitment process by screening resumes, scheduling interviews, and providing candidate feedback to executives.
- Supported project completion through diligent tracking of milestones, deadlines, resources allocation making sure that all projects were executed successfully.
- Supported timely decision-making with thorough research and accurate data analysis.
- Streamlined office operations for optimal efficiency by implementing effective filing systems and organizational tools.
SECRETARY TO THE MARKETING DIRECTOR
TANDUAY DISTILLERY
10.1989 - 12.1990
- Handled sensitive information discreetly, maintaining confidentiality when managing personnel files or financial data.
- Answered multi-line phone system and enthusiastically greeted callers.
- Maintained daily report documents, memos and invoices.
- Scheduled appointments and conducted follow-up calls to clients.
- Prepared professional correspondence, including memos, letters, and emails, ensuring accuracy and timeliness.
- Entered data into system and updated customer contacts with information to keep records current.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Managed executive calendars, scheduling appointments and meetings to optimize time management.
- Contributed to a positive work environment by providing support to colleagues when needed in various tasks or projects.
- Maintained accurate records of office expenses, assisting in budget preparation and cost control efforts.
- Promoted a positive image of the organization through clear communication both internally with colleagues and externally with clients.
- Assisted in event planning and execution for company functions such as conferences, workshops, or social gatherings.
- Updated spreadsheets and databases to track, analyze, and report on performance and sales data.
- Streamlined invoice processing, improving accuracy and efficiency of financial operations.
- Enhanced visibility of office policies by creating and distributing employee handbook.
Education
Associate of Science - SECRETARIAL SCIENCE
SAINT JOSEPH'S COLLEGE
295 E. Rodgriguez Ave., Quezon City04-1989
High School Diploma -
NEW ERA UNIVERSITY
Diliman, Quezon City03-1987
Skills
- Customer support
- Goal-oriented mindset
- Customer relations
- Data entry proficiency
- Records management
- Paperwork processing
- Client service
- Account servicing
- Expense reporting
- Order problem solving
- Multitasking Abilities
- Teamwork and collaboration
- Analytical thinking
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimePart TimeWork Location
RemoteImportant To Me
Work-life balanceCompany CultureFlexible work hoursHealthcare benefitsWork from home optionPaid time offPaid sick leaveStock Options / Equity / Profit SharingCareer advancementPersonal development programsTeam Building / Company Retreats4-day work week401k matchLanguages
English
Upper intermediate (B2)
Timeline
SENIOR ESCALATION REP
WELLS FARGO EGS PHILS.
09.2019 - 06.2024
EVERYDAY BANKER
WELLS FARGO EGS PHILS.
07.2014 - 09.2019
ACCOUNT SECURITY GROUP / SENIOR SPECIALIST (AMEX)
CONVERGYS PHILIPPINES SERVICES
09.2011 - 06.2014
CLAIMS ANALYST
JP MORGAN AND CHASE BANK
09.2009 - 06.2011
TA / BANK OF NEW YORK MELLON
ADVANCE CONTACT SOLUTIONS INC. (ACS)
07.2008 - 04.2009
Administration Manager
GREENSTONE PHARMACEUTICALS HONGKONG LTD. INC.
01.2007 - 03.2007
SECRETARY TO THE DEAN (Institute of Nursing)
SAINT JOSEPH'S COLLEGE
06.2006 - 01.2007
EXECUTIVE SECRETARY/BOOKKEEPER/HR ASSISTANT
GAYLAN TECHNOLOGIES, EQUIPMENTS, MACHINERIES & SUP
01.1996 - 05.2000
SECRETARY TO THE MARKETING DIRECTOR
TANDUAY DISTILLERY
10.1989 - 12.1990
Associate of Science - SECRETARIAL SCIENCE
SAINT JOSEPH'S COLLEGE
High School Diploma -
NEW ERA UNIVERSITY
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