Jeffrey Brian Sassone
Customer Support Manager / Fraud Analyst
Dinalupihan
Summary
A highly experienced and versatile professional with over two decades of progressive experience in customer support, technical assistance, and educational instruction. My career highlights include leadership roles in customer service, expertise in fraud analysis, and a strong background in IT support, encompassing network troubleshooting, hardware assembly, and software maintenance. I possess a proven ability to manage complex customer issues, train and mentor teams, and enhance operational efficiency, including creating knowledge base documentation, through a blend of technical acumen, strong communication skills, and a customer-centric approach. My diverse background also includes significant experience in English language education, demonstrating adaptability and a commitment to professional development.
Overview
21
21
years of professional experience
Work History
Fraud Analyst
Swoop
05.2024 - Current
- Evaluated customer data to identify and prevent fraudulent activities.
- Tracked fraud cases and monitored trends to develop strategies for prevention.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Reduced fraud losses by implementing effective fraud prevention strategies and monitoring systems.
- Enhanced detection capabilities for potential fraudulent activities through regular review of account transactions and patterns.
- Maintained up-to-date knowledge of regulations related to fraud prevention, ensuring compliance with relevant laws and guidelines.
- Performed risk assessments to determine level of fraud risk and prioritize investigations.
Customer Support Manager
Swoop
05.2023 - Current
- Handled escalated customer complaints professionally, resolving conflicts promptly and maintaining relationships with clients.
- Elevated customer satisfaction and loyalty by taking ownership of customer issues and following through to resolution.
- Completed performance evaluations and rectified issues to service clients and more effectively meet KPIs.
- Managed customer service effectiveness by monitoring performance and assessing metrics.
- Streamlined the customer support process for faster resolution times and improved customer experience.
- Monitored employee performance to identify areas for improvement and additional training needs.
- Coached employees to develop strong customer support skills to minimize process issues and meet customer expectations.
Customer Support Specialist
Swoop
09.2022 - Current
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Analyzed customer feedback data to identify areas for improvement and recommended appropriate solutions.
I.T. Support
Kajok
09.2020 - 09.2022
- Streamlined IT support processes through the development of comprehensive documentation and user guides for common issues.
- Maintained strong working relationships with internal stakeholders to understand their unique requirements and provide tailored IT support services.
- Liaised between data management and IT support personnel to communicate ongoing system maintenance and new software development.
- Increased user satisfaction with IT support services, addressing technical concerns in a timely manner.
- Collaborated with IT support to resolve technical issues quickly, minimizing downtime for the department.
Technical Support Specialist
Accomplish
03.2022 - 05.2022
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Trained new hires on technical support procedures, contributing to overall team success and performance improvement.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
Technical Support Representative
Tata Consultancy Services
11.2021 - 02.2022
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
I.T. Administrator
RFKLNICI
09.2017 - 09.2020
- Optimized software performance through regular updates, patches, and maintenance tasks to ensure seamless user experience.
- Conducted regular audits of hardware inventory to ensure accurate tracking of assets throughout their lifecycle.
- Managed vendor relationships effectively for timely procurement of IT equipment while adhering to budget constraints.
- Streamlined IT support processes with effective ticketing systems and prioritization methods for rapid issue resolution.
Business English Teacher
Bizmates
03.2017 - 09.2017
- Implemented differentiated instruction techniques to accommodate diverse learning styles within the classroom.
- Managed classroom effectively, ensuring a safe and focused learning environment for all students.
- Utilized data-driven decision making to inform instructional planning, ultimately boosting student achievement levels.
- Built strong relationships with parents through frequent communication, fostering a supportive network for student success.
Home Based Teacher Mentor
51talk
02.2016 - 09.2017
- Enhanced teacher performance by conducting regular classroom observations and providing constructive feedback.
- Organized professional learning communities for teachers to collaborate on best practices and share resources.
- Oversaw progress monitoring assessments to ensure that all students were achieving at their highest potential.
- Promoted data-driven instruction by analyzing student assessment results and guiding teachers in adjusting their strategies accordingly.
- Supported special education programs by collaborating with specialists to ensure individualized instruction for students with unique needs.
Senior Teacher B
51talk
09.2014 - 09.2017
- Established positive relationships with parents through effective communication, leading to increased involvement in their child's education.
- Actively engaged in ongoing curriculum development efforts to ensure alignment with state standards and relevance for all learners.
- Fostered a classroom environment that encouraged open communication, respect for diversity, and personal responsibility among students.
- Served as a mentor to new teachers, providing guidance on lesson planning, classroom management, and assessment techniques.
English Language Specialist
Times-Core
11.2013 - 09.2014
- Administered assessments to track student progress, adapting teaching methods as needed for optimal results.
- Facilitated group projects that promoted teamwork and communication among diverse learners.
- Empowered students to become self-directed learners by introducing study techniques that catered to various learning styles.
- Served as a cultural ambassador, providing insights into customs and traditions associated with the target language for enriched learning experiences.
Technical Support Specialist
TPG Telecom
11.2012 - 09.2014
- Managed a high volume of inbound calls while maintaining a professional demeanor under pressure.
- Enhanced team performance by sharing expertise and collaborating on challenging cases to achieve successful outcomes.
- Ensured a high level of customer satisfaction with prompt resolution of software, hardware, and network problems.
- Increased customer satisfaction by providing timely and accurate technical support for internet-related issues.
- Utilized advanced problem-solving techniques to identify root causes behind recurring technical concerns, ultimately leading to long-term resolutions benefiting both the company and its clients.
- Resolved complex connectivity problems through thorough troubleshooting and effective communication with customers.
Help Desk Technician
Stefanini IT Solutions
01.2012 - 09.2012
- Provided remote support to users across multiple locations, demonstrating flexibility and adaptability in problemsolving.
- Provided basic end-user troubleshooting and desktop support.
- Collaborated with cross-functional teams for seamless integration of IT services throughout the company.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
MIS Specialist
PTT Gas Station
04.2010 - 08.2011
- Collaborated with cross-functional teams to identify and prioritize information needs, ensuring the delivery of accurate and timely data.
- Reduced system downtime by closely monitoring infrastructure components and performing routine maintenance tasks promptly.
- Optimized company database systems for better performance, leading to quicker access to vital information and decisionmaking.
- Evaluated new technologies for potential implementation within the organization''s IT infrastructure, staying ahead in industry advancements.
IT Technical Support Representative
TTEC
09.2007 - 01.2010
- Accelerated issue resolution times using remote diagnostic tools when possible to minimize inconvenience for clients experiencing technical difficulties.
- Boosted first-contact resolution rates through skillful assessment of client needs and identification of appropriate solutions.
- Reduced repeat calls by effectively educating customers on self-help resources available online or via phone system prompts.
- Actively participated in ongoing training and certification programs to maintain a high level of expertise in the ever-evolving field of internet technology support.
Technical Support Representative
Convergys
08.2004 - 06.2007
- Streamlined the support process by creating clear and concise documentation of common issues and resolutions.
- Maintained up-to-date knowledge of industry trends, technologies, and best practices to provide accurate information to customers.
- Developed strong relationships with clients by consistently exceeding expectations in technical knowledge and problem-solving abilities.
- Demonstrated adaptability by supporting customers with various levels of technical proficiency, tailoring explanations and instructions accordingly without sacrificing accuracy or effectiveness.
Education
Bachelor of Science - Computer Science
Columban College
Olongapo City, Province Of Zambales, Philippines 04.2001 -
Timeline
Fraud Analyst
Swoop
05.2024 - Current
Customer Support Manager
Swoop
05.2023 - Current
Customer Support Specialist
Swoop
09.2022 - Current
Technical Support Specialist
Accomplish
03.2022 - 05.2022
Technical Support Representative
Tata Consultancy Services
11.2021 - 02.2022
I.T. Support
Kajok
09.2020 - 09.2022
I.T. Administrator
RFKLNICI
09.2017 - 09.2020
Business English Teacher
Bizmates
03.2017 - 09.2017
Home Based Teacher Mentor
51talk
02.2016 - 09.2017
Senior Teacher B
51talk
09.2014 - 09.2017
English Language Specialist
Times-Core
11.2013 - 09.2014
Technical Support Specialist
TPG Telecom
11.2012 - 09.2014
Help Desk Technician
Stefanini IT Solutions
01.2012 - 09.2012
MIS Specialist
PTT Gas Station
04.2010 - 08.2011
IT Technical Support Representative
TTEC
09.2007 - 01.2010
Technical Support Representative
Convergys
08.2004 - 06.2007
Bachelor of Science - Computer Science
Columban College
04.2001 -
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