Genesis Dimamay
Pembo, Taguig
Summary
With over a decade of experience in the call center industry, specialized in fraud detection for the past 3 years as a Fraud Customer Contact Specialist. Demonstrated strong dedication to customer service and fraud prevention throughout career at JP Morgan Chase and Co. and Wells Fargo, resulting in a successful track record. Proactive approach, unwavering dedication, and commitment to excellence recognized and valued by colleagues and leaders.
Overview
10
10
years of professional experience
Work History
Fraud Customer Contact Specialist
J.P Morgan Chase and Co.
08.2022 - 03.2025
- Investigated potential fraud cases, ensuring the security of customer accounts.
- Interacted with customers to gather vital information, ensuring a comprehensive understanding of the case.
- Analyzed transactions to identify unauthorized transactions or account takeovers, resolving customer confusion and trust.
- Assisted customers in familiarization with the bank's platform, aiding in the detection of fraudulent activities.
- Implemented fraud prevention strategies, contributing to the overall reduction of fraudulent incidents within the company.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
Customer Success Specialist
Wells Fargo EFS, LLC - Philippines
03.2021 - 12.2021
- Addressed customer issues within the company, ensuring their needs and concerns were met.
- Resolved customer issues promptly and effectively, contributing to customer satisfaction and loyalty.
Customer Care Specialist
TELUS Digital
06.2016 - 12.2020
- Provided exceptional customer support, leading to enhanced customer satisfaction and loyalty.
- Addressed customer inquiries effectively, resolving issues promptly and efficiently.
- Informed customers about various products and services, enhancing their understanding and usage.
- Served as the primary point of contact, ensuring seamless communication with customers.
- Verified accuracy of customer account information and updated when necessary.
Collections Specialist
iQor Dasmariñas - Dasmariñas Cavite
11.2014 - 04.2016
- Recovered outstanding debts from clients or customers, ensuring timely payments.
- Negotiated effectively with clients to ensure payment, while maintaining positive customer relations.
- Negotiated to collect balance in full.
- Improved customer payment compliance through negotiating mutually agreeable repayment plans.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
Education
High School -
Taguig City High School
01.2012
Skills
- Communication monitoring
- Attention to detail
- Fraud investigation
- Multi-Tasking
- Investigative interviewing
- Teamwork and collaboration
- Customer service
- Problem-solving
- Complaint handling
- Call center experience
Timeline
Fraud Customer Contact Specialist
J.P Morgan Chase and Co.
08.2022 - 03.2025
Customer Success Specialist
Wells Fargo EFS, LLC - Philippines
03.2021 - 12.2021
Customer Care Specialist
TELUS Digital
06.2016 - 12.2020
Collections Specialist
iQor Dasmariñas - Dasmariñas Cavite
11.2014 - 04.2016
High School -
Taguig City High School
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