Jazine Monique Custodio
Account Manager
Taguig
Summary
Resourceful Account Manager with excellent client oversight, issue resolution, and relationship-building expertise. Detail-oriented and organized team player successful at managing multiple priorities with willingness to learn new skills and take on added responsibilities to meet team goals.
Overview
12
12
years of professional experience
Work History
Account Manager
COLLECTIVE 54
10.2022 - 6 2024
- Responsible for supported members’ life cycle and churn management
- Activities included member onboarding, regular member check-in via Zoom, support as dedicated account manager and main contact for any connection or resources needed by supported members, promotion of membership features, identifying opportunities for account expansion, and report and data management.
Senior Member Success Associate
COLLECTIVE 54
01.2022 - 09.2022
- Provided remote backend support for a start-up membership firm based in Texas, USA
- Responsibilities included logging tickets, scheduling support for membership activities, Zoom/Vimeo/portal/public website media management, preparation of various reports, and ad hoc projects.
AU SMALL BUSINESS-Business Development Executive
AMERICAN EXPRESS INTERNATIONAL
06.2021 - 01.2022
- Building relationships with clients to help determine where our payment solutions can benefit their businesses
- Activities included prospecting for new clients, assistance in the onboarding process of newly acquired clients, and spend enablement for existing clients.
US SMALL BUSINESS-Value Generation Coach
AMERICAN EXPRESS INTERNATIONAL
11.2019 - 05.2021
- Closely worked with the training and production leaders in supporting newly hired, loaned and tenured CCPs as a Value Generation Coach
- Activities included coaching sessions; huddles on process, performance updates, and group model call listening sessions; sales calls validation; regular performance trend review and real-time sales support.
US SMALL BUSINESS-MANILA-Customer Care Professional
AMERICAN EXPRESS INTERNATIONAL
10.2017 - 10.2019
- Provided holistic card member services for US Small Business card holders on billing inquiries, dispute setup, and membership benefits
- Promoted self-service options through the digital space and initiated business-centric conversations to help add value to existing partnership through other products and services.
MERCHANT DISPUTES Specialist
JP MORGAN CHASE
08.2016 - 08.2017
- Conducted reasonable investigation and resolved card members’ potential billing disputes based on Regulation Z parameters
- Tasks involved gathering dispute information from card members, reaching out to merchants to validate potential billing errors and negotiate for refunds, and reviewing accounts for chargeback rights according to Visa and Mastercard guidelines.
FRAUD INBOUND-CEBU Specialist & Coach
JP MORGAN CHASE
05.2015 - 08.2016
- Worked with training and production leaders as a Development Center Coach to start up Fraud Call Center in Cebu
- Supported cross-trained, re-badged, and newly hired teams for a smooth transition from training to production
- Activities included facilitating huddles, conducting coaching sessions, creating drilldown reports on KPIs, presenting team performance on business reviews, and actively participating and contributing to process improvement sessions with global partners.
FRAUD INBOUND-MANILA Specialist
JP MORGAN CHASE
06.2013 - 05.2015
- Handled inbound calls from credit card members with concerns on their credit card security
- Reviewed credit card transactions to help customers find out whether charges are valid or not, created fraud reports on unauthorized activities, replaced lost, stolen or compromised credit cards, and prepared credit card for travel.
Customer Service Representative
24/7 INC.
05.2012 - 03.2013
- Assisted customers of an Australian postpaid telecommunications company with effective payment arrangements
- Tasks included secure over-the-phone payment collection, financial profile analysis to help come up with the most effective payment extensions for clients, and processing service maintenance requests to either bar or restore services.
Customer Service Associate
CONVERGYS PHILIPPINES
06.2010 - 02.2011
- Catered to inbound phone calls from customers of an American postpaid telecommunications company to address general billing inquiries and disputes, promote different call, data and bundled postpaid plans, and performed first tier technical support on network issues.
Education
BACHELOR OF SCIENCE IN NURSING -
University of Perpetual Help
Binan City, LagunaASSOCIATE IN HEALTH SCIENCES EDUCATION - undefined
Colegio San Agustin
Bacolod City, Negros OccidentalSECONDARY EDUCATION - undefined
St. Scholastica’s Academy
Bacolod City, Negros OccidentalSkills
Teamwork and Collaboration
Customer Service
Client Relationship Management
Database Management
Team Training
Employee Mentoring
Timeline
Account Manager
COLLECTIVE 54
10.2022 - 6 2024
Senior Member Success Associate
COLLECTIVE 54
01.2022 - 09.2022
AU SMALL BUSINESS-Business Development Executive
AMERICAN EXPRESS INTERNATIONAL
06.2021 - 01.2022
US SMALL BUSINESS-Value Generation Coach
AMERICAN EXPRESS INTERNATIONAL
11.2019 - 05.2021
US SMALL BUSINESS-MANILA-Customer Care Professional
AMERICAN EXPRESS INTERNATIONAL
10.2017 - 10.2019
MERCHANT DISPUTES Specialist
JP MORGAN CHASE
08.2016 - 08.2017
FRAUD INBOUND-CEBU Specialist & Coach
JP MORGAN CHASE
05.2015 - 08.2016
FRAUD INBOUND-MANILA Specialist
JP MORGAN CHASE
06.2013 - 05.2015
Customer Service Representative
24/7 INC.
05.2012 - 03.2013
Customer Service Associate
CONVERGYS PHILIPPINES
06.2010 - 02.2011
BACHELOR OF SCIENCE IN NURSING -
University of Perpetual Help
ASSOCIATE IN HEALTH SCIENCES EDUCATION - undefined
Colegio San Agustin
SECONDARY EDUCATION - undefined
St. Scholastica’s Academy