Summary
Overview
Work History
Education
Skills
Timeline
Generic

JOANNA PAOLA LAPASA

Customer Service Representative
Lapu-lapu City,Cebu

Summary

Experienced Customer Service and Operations Specialist with over 6 years in BPO and admin roles. Skilled in helping customers, handling claims and fraud, managing records, and keeping operations running smoothly. Quick to learn, organized, and focused on providing excellent service while supporting team goals.

Overview

8
8
years of professional experience
2
2
Languages

Work History

Customer Support & Operations Assistant

Retail Operation
Catarman, Northern Samar, Philippines
09.2024 - 02.2026
  • Assisted customers with inquiries and ensured a positive shopping experience
  • Handled cash transactions and processed payments accurately
  • Managed inventory and organized stock to maintain smooth operations
  • Supported daily administrative and operational tasks to improve efficiency

Fraud and Claims Specialist

Teleperformance
Cebu City, Philippines
02.2020 - 08.2024
  • Investigated and resolved billing disputes and transaction discrepancies efficiently
  • Conducted fraud investigations involving cards, accounts, identity theft, and financial abuse
  • Validated data across internal and third-party systems to determine appropriate actions
  • Ensured strict compliance with security protocols and identity verification standards
  • Delivered high-quality customer service while consistently meeting performance metrics
  • 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.

Customer Support Specialist – Chat

Concentrix
Cebu City, Philippines
01.2018 - 02.2019
  • Provided real-time chat support, resolving customer inquiries efficiently
  • Assisted with billing, account updates, technical issues, and service requests
  • Maintained high customer satisfaction by delivering accurate and timely solutions
  • Escalated complex issues to appropriate teams while ensuring follow-up and resolution
  • Documented interactions and updates accurately in internal systems

Education

Bachelor of Science - Accounting Technology

University of San Carlos
Cebu City, Philippines
2017

Skills

  • Customer Service
  • Communication Skills
  • Analytical and Critical Thinking

Timeline

Customer Support & Operations Assistant

Retail Operation
09.2024 - 02.2026

Fraud and Claims Specialist

Teleperformance
02.2020 - 08.2024

Customer Support Specialist – Chat

Concentrix
01.2018 - 02.2019

Bachelor of Science - Accounting Technology

University of San Carlos

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JOANNA PAOLA LAPASACustomer Service Representative