JHOE MARIE ENRIQUEZ
Credit Support Specialist / Service Desk Analyst
Mandaluyong City
Summary
Detail-oriented Credit Support and Service Desk Analyst skilled in managing high-volume of tickets and applications and ensuring timely resolution. Expertise in incident review, documentation review, and collaboration with cross-functional teams. Experienced in handling service requests and creating reports and dashboards in ServiceNow.
Overview
1
1
Certification
14
14
years of professional experience
Work History
Credit Support Specialist
JPMorgan Chase Bank N.A. - PGSC
02.2025 - Current
- Verified and processed over 200 high-volume credit card applications weekly (through inbound and desk work), ensuring strict adherence to lending guidelines while maintaining a 95% accuracy rating.
- Ensured 100% compliance with KYC, AML, and Fair Lending regulations during the end-to-end verification and approval process for credit card accounts.
- Mitigated fraud risk by meticulously cross-referencing applicant identities, information, and financial data against credit bureau reports and internal databases.
Service Desk Analyst
Accenture Inc.
06.2017 - 02.2025
- Technical Support: Provided troubleshooting and resolution of technical and software issues via call & email.
- Monitored, managed, and prioritized incidents based on priority and category to ensure timely resolution.
- Handled access requests from approval acquisition to granting access, ensuring compliance and user satisfaction.
- Coordinated critical and high-priority incidents with IT teams, triaged issues, and escalated to appropriate support teams for swift resolution.
- Project Point of Contact (POC) Responsibilities:
- Managed onboarding and offboarding processes, maintain internal database.
- Prepared and executed test cases for the annual ServiceNow upgrade, coordinated testing with clients and portfolio leads to identify issues before the target go-live date.
- Maintained project and reporting tools, updated SOPs and process documents as necessary, and communicated project updates or changes with leads.
- Conducted daily audits of incident tickets, ensuring weekly submission of incident review report.
- Submitted project reports on time (e.g., weekly status report, monthly status report, SLA and KPI report)
- Provided monthly one-on-one performance coaching to our team members.
Admin Staff, Office of the Country Chairman
Pilipinas Shell Petroleum Corporation
09.2016 - 01.2017
- Organized file plan by categorizing files for retention or archiving and regularly updating plan to ensure compliance and accessibility.
- Maintained and updated inventory of corporate giveaways to support promotional initiatives.
- Coordinated preparation and distribution of corporate giveaways to enhance brand visibility and engagement.
- Assisted with meeting logistics and documentation as needed.
Admin Staff, Legal Department
Pilipinas Shell Petroleum Corporation
01.2013 - 07.2016
- Managed and maintained the database of notarized documents, ensuring timely submission to Regional Trial Court.
- Processed renewal applications for lawyers' notarial commissions, ensuring compliance with legal requirements. Including acquiring clearances from NBI, IBP, RTC, and Supreme Court.
- Facilitated accurate filing of reportorial documents to the Securities and Exchange Commission to maintain compliance.
- Managed routing and monitoring of legal and corporate letters, contracts, minutes of the meeting, and other documents.
- Facilitated urgent requests for special project (Amadeus) – including file retrieval, uploading documents to data site, and other relevant tasks.
Education
College Degree - Information Communication Management Technology
Polytechnic University of The Philippines
Sta. Mesa01-2012
Eulogio Amang Rodriguez Vocational High School
01-2009
Bacood Elementary School
01-2005
Skills
Customer service and technical support
Incident and service request management
Documentation review
Lending verification and fraud analysis
Analytical and problem-solving skills
Strong attention to detail
Voice and non-voice support
Good communication skills
Adaptability and resourcefulness
Certification
Microsoft Azure Fundamentals Certification – 2020
Personal Information
- Date of Birth: 1992-07-29
- Nationality: Filipino
- Marital Status: Single
Timeline
Credit Support Specialist
JPMorgan Chase Bank N.A. - PGSC
02.2025 - Current
Service Desk Analyst
Accenture Inc.
06.2017 - 02.2025
Admin Staff, Office of the Country Chairman
Pilipinas Shell Petroleum Corporation
09.2016 - 01.2017
Admin Staff, Legal Department
Pilipinas Shell Petroleum Corporation
01.2013 - 07.2016
College Degree - Information Communication Management Technology
Polytechnic University of The Philippines
Eulogio Amang Rodriguez Vocational High School
Bacood Elementary School