Gerjonh Siwa
Program Specialist | Risk Investigator | Team Leader
Pasig, Metro Manila
Summary
Dynamic Program Specialist at Remitly, Inc. with expertise in project management and risk mitigation. Proven track record in enhancing processes and driving results through cross-functional teamwork. Successfully reduced financial risks by implementing effective investigative techniques, fostering a culture of collaboration and continuous improvement.
Overview
14
14
years of professional experience
Work History
Program Specialist
Remitly, Inc.
05.2023 - 06.2024
- Developed extensive program documentation, ensuring clear understanding of goals, objectives, and requirements among all team members.
- Collaborated with Program Managers and Team Managers to outline and implement program plans and objectives.
- Evaluated program operations, successes and deficiencies to identify concerns and recommend strategies to enhance processes and elevate results.
- Monitored employee work and developed improvement plans.
- Served as a liaison between the compliance department and other business units to ensure alignment on projects related to AML and sanctions screening initiatives.
Transaction Risk Investigator
Remitly, Inc.
10.2021 - 05.2023
- Conducted thorough investigations for suspicious transactions, reducing financial risks and potential losses.
- Conducted thorough investigations of potential matches from different sanctions lists, ensuring accurate identification of true hits.
- Collaborated with cross-functional teams to improve fraud detection strategies and minimize organizational risk exposure.
- Prevented significant financial losses by identifying high-risk accounts and initiating appropriate countermeasures.
- Mitigated reputational damage by promptly addressing customer complaints related to fraudulent transactions or account security concerns.
Customer Success Specialist
Wells Fargo EGS, LLC - Philippines
03.2021 - 09.2021
- Increased customer satisfaction by addressing concerns and providing tailored solutions for their needs.
- Enhanced team collaboration, sharing best practices and working together to resolve complex issues.
- Responded to 80 inbound calls a day to help customers with their requests for products, services, and company information.
Customer Service Associate
Accenture, Inc.
08.2018 - 02.2021
- Empowered customers on how to connect their Domain Name System (DNS), ensuring accurate translation of domain names to IP addresses, and managing DNS records and zones for reliable network functionality through different channels: phone, chat and email
- Offered customers different solutions for their business such as email service subscription.
Technical Support Representative
Results Cx - Alaska Campus
06.2018 - 07.2018
- Assisted customers in troubleshooting hardware issues with their Verio products such as TV and soundbars.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
Chat Sales Representative
Concentrix
03.2017 - 03.2018
- Provided the best and tailor-fit Apple products using the WIIFM method.
- Walked the customer through completing their purchases and setting expectations on when, where and how to get their Apple products.
Technical Support Representative
Concentrix
01.2017 - 03.2017
- Resolved complex Apple Products technical problems through effective troubleshooting techniques, enhancing the user experience.
Team Leader
SPi CRM, Inc.
09.2012 - 01.2017
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
Customer Service Representative
SPi CRM, Inc.
10.2010 - 09.2012
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
Education
Undegraduate - Bachelor of Science in Mathematics
University of The Philippines
Diliman, Quezon City 04.2001 -
High School Diploma -
Victorino Mapa High School
San Miguel, Manila, Metro Manila 04.2001 -
Skills
Project management
Process improvements
Resource management
Anti-money laundering
Cross-functional teamwork
Investigative techniques
Risk mitigation
Teamwork
Accomplishments
- Supervised team of 30 staff members within a 9 hour shift. Allocating them in different channels to support customers achieving a passing Service Level of Agreement.
- Drafted and documented United Arab Emirates Know Your Customer Standard Operating Procedures which led to 100% adaptability.
- Outstanding rating for 2 years as a Transaction Risk Investigator in Remitly, Inc.
Timeline
Program Specialist
Remitly, Inc.
05.2023 - 06.2024
Transaction Risk Investigator
Remitly, Inc.
10.2021 - 05.2023
Customer Success Specialist
Wells Fargo EGS, LLC - Philippines
03.2021 - 09.2021
Customer Service Associate
Accenture, Inc.
08.2018 - 02.2021
Technical Support Representative
Results Cx - Alaska Campus
06.2018 - 07.2018
Chat Sales Representative
Concentrix
03.2017 - 03.2018
Technical Support Representative
Concentrix
01.2017 - 03.2017
Team Leader
SPi CRM, Inc.
09.2012 - 01.2017
Customer Service Representative
SPi CRM, Inc.
10.2010 - 09.2012
Undegraduate - Bachelor of Science in Mathematics
University of The Philippines
04.2001 -
High School Diploma -
Victorino Mapa High School
04.2001 -
Similar Profiles
ANGELYN E GETIDAANGELYN E GETIDA
Risk Investigator at Remitly IncRisk Investigator at Remitly Inc
Jedwyn Ross NonoJedwyn Ross Nono
Risk Team Manager - New Initiatives at RemitlyRisk Team Manager - New Initiatives at Remitly
Aizle CamaingAizle Camaing
Fraud Analyst at RemitlyFraud Analyst at Remitly