Gilbert Ladiero
Technical Support Tier 2
Cainta, Province of Rizal
Summary
Dynamic individual with hands-on experience in Technical Support and talent for navigating challenges. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals. Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
5
5
years of professional experience
7
7
years of post-secondary education
2
2
Languages
Work History
Tier 2 Technical Support
UnifyCX
Pasig
04.2024 - Current
- Assist customers in activating their internet service by creating accounts and specific speed plans
- Account modification from ownership, affiliated persons and speed plan
- Basic troubleshooting to advance troubleshooting from account to Gateway/Server using Winbox, Ruckus controllers, NetXMS, VAULT portal and PRTG
- Home SSID creation and advance troubleshooting
- Booking appointment schedule and dispatching technicians
- Assisting field technicians in AP/Router provisioning
- Direct contact with Property managers for client escalations
- Responsible for investigating customers' refund claims and approving it
- Knowledge in using CRM, ZOHO and Incident Management Report
- Excellent communication skills, both verbal and written.
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Paid attention to detail while completing assignments.
Dispute Specialist
TASKUS
Pasig
05.2023 - 02.2024
- Chargeback and Dispute end to end Process
- Fraud investigation regarding fraud claims based on documents according to REG E policy
- End-to-end process on pre-arbitration to arbitration stage in VISA, PULSE and MASTERCOM
- Direct communication with Customers using ZENDESK tool
- Analyst for escalation regarding the investigation process
- Processing fraud claims on allocation and collaboration cases
- Collated evidence to prove fraudulent activities
- Improved, enhanced, and challenged existing processes and procedures to add value to institutions
- Prioritized competing priorities with effective time management to meet deadlines
- Developed skills and knowledge, including product knowledge and skills with relevant software tools and systems
- Data investigation
- ISP Tier 2 Technical Support
- Used sound judgment and available resources to make well-informed decisions for case approval or denial.
- Analyzed, researched and resolved payment claims within required timeframes.
- Adhered to department processes, procedures and goal expectations for case investigations.
Fraud Specialist / SME / Learning Services Learning Specialist
TELUS INTERNATIONAL PHILIPPINES
Taguig
06.2021 - 02.2023
- Fraud investigation on transactions about credit cards and at the same time complying with US government law on consumers and merchants based on REG Z policy
- Processing chargebacks on merchants regarding the investigation result
- Processing rebills on cardholders about the investigation result
- Analyze customer data to identify potential fraud patterns and trends
- Develop and implement fraud detection models and strategies
- Monitor customer accounts for suspicious activity
- Investigate and analyze suspicious transactions
- Knowledgeable in using basic tools using CCD, TSYS, MASTERCOM, VIROL, BPM and LEXIS NEXIS
- Identifying patterns of emerging claims involving specific parties
- Providing advice and services consistent with relevant procedures, standards and performance targets to maximize customer satisfaction
- Producing detailed, technical, investigative reports with decisive conclusions
- Collated evidence to prove fraudulent activities
- Provided regular guidance, support, and advice to contact center team managers to guide investigations to satisfactory ends
- Validated investigations utilizing a range of sources from both internal and external sources
- Maintained working knowledge of current fraud trends to recommend risk mitigation strategies to financial crime managers
- Completed monthly reporting for financial crime management information, adhering to regulations
- Assessed each case referred to minimize inconvenience to customers and prevent monetary and reputational losses to companies
- Developed skills and knowledge, including product knowledge and skills with relevant software tools and systems
- Improved, enhanced and challenged existing processes and procedures to add value to the institution
- Improved customer trust by promptly addressing and resolving reported instances of fraud.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Optimized fraud investigation workflows, accelerating resolution times and minimizing customer impact.
CSR/TSR
The Results CX
09.2020 - 06.2021
- Application inquiry
- Creating customer applications using SOLIX TOOL
- Account activation
- Payment for plan and enrollment to auto-pay
- Promoted company products using approved techniques, increasing revenue and exceeding performance expectations
- Handled high-volume telephone calls to address and resolve customer queries
- Give out information and advice about available Service options
- Upselling of data and call plans
- Account troubleshooting
- Checking of network coverage
- Phone basic troubleshooting
- Advanced troubleshooting (Master Reset)
- Creating case for phone purchase
- Replacement for phone under warranty
- TOOLS; SOLIX I-CARE DNA2 GCL TOES GLANCE NEB CST
- Tracked trending issues and prepared reports for the supervisory team to address repeated concerns
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty.
- Streamlined communication between departments, ensuring timely resolution of customer concerns.
Education
Associate of Science - Computer Science
Central Luzon Institute of Technology
Olongapo Philippines 06.1999 - 12.2001
High School Diploma -
San Guillermo National High School (SGNHS
Zambales Philippines 06.1994 - 04.1999
Skills
- Data Analysis Expertise
Effective Communicator
- Systematic Problem Solver
- Data-Driven Decision Making
- Fraud Analysis Techniques
- Fraud Detection
- Employee Training
- Friendly, positive attitude
- Teamwork and collaboration
- Flexible and adaptable
- Computer skills
- MS office
Accomplishments
- Streamlined workflow by consolidating lengthy processes and redundant documentation which resulted in more effective and timely completion of cases.
- Advanced from team mate to SME and Trainer quickly as result of dedication and number of achievements.
- Maintained awareness of regulatory developments and industry best practices, implementing learnings to daily activities.
- Maintained working knowledge of current fraud trends to recommend risk mitigation strategies to financial crime managers.
Timeline
Tier 2 Technical Support
UnifyCX
04.2024 - Current
Dispute Specialist
TASKUS
05.2023 - 02.2024
Fraud Specialist / SME / Learning Services Learning Specialist
TELUS INTERNATIONAL PHILIPPINES
06.2021 - 02.2023
CSR/TSR
The Results CX
09.2020 - 06.2021
Associate of Science - Computer Science
Central Luzon Institute of Technology
06.1999 - 12.2001
High School Diploma -
San Guillermo National High School (SGNHS
06.1994 - 04.1999
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