Summary
Overview
Work History
Education
Skills
Software
Timeline
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Joemel Lacerna

Joemel Lacerna

Risk Operations Analyst
Pasay

Summary

Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Risk Operations Analyst position. Ready to help team achieve company goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

3
3
years of professional experience
9
9
years of post-secondary education

Work History

Risk Operations Analyst

Ubiquity Global Service
Taguig
12.2022 - Current
  • Collaborated on implementation of collection strategies with collections, risk and fraud teams
  • Investigated allegations to check validity and recommend actions to minimize risk
  • Looked at current and new merchants and individual sales to evaluate fraud, chargeback and compliance risks
  • Established strategy for operations reporting and analytics, identifying key needs for deliverables
  • Built and harmonized operations reports for team leaders, senior managers and executives
  • Designed and monitored underwriting scorecards and related predictability
  • Produced and filed reports to inform senior management of current activities and progress with investigations

Chargeback Review

Fis
Makati
08.2022 - 12.2022
  • Used strong analytical and problem-solving skills to develop effective solutions for challenging situations
  • Demonstrated a high level of initiative and creativity while tackling difficult tasks
  • Acted as a team leader in group projects, delegating tasks and providing feedback
  • Used critical thinking to break down problems, evaluate solutions and make decisions
  • Completed paperwork, recognizing discrepancies and promptly addressing for resolution
  • Resolved problems, improved operations and provided exceptional service

Customer Service Representative

Fis
Makati
12.2019 - 07.2022
  • Updated account information to maintain customer records
  • Delivered prompt service to prioritize customer needs
  • Developed and updated databases to handle customer data
  • Met customer call guidelines for service levels, handle time and productivity
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates
  • Educated customers about billing, payment processing and support policies and procedures
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management
  • Participated in team meetings and training sessions to stay informed about product updates and changes
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
  • Provided primary customer support to internal and external customers
  • Tracked customer service cases and updated service software with customer information
  • Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues

Education

General Education - Bachelor in Elementary Education

City University of Pasay
Pasay City
06.2010 - 07.2019

Skills

Customer Communication

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Software

MSO

Interpersonal communication

Analytical and critical thinking

Timeline

Risk Operations Analyst

Ubiquity Global Service
12.2022 - Current

Chargeback Review

Fis
08.2022 - 12.2022

Customer Service Representative

Fis
12.2019 - 07.2022

General Education - Bachelor in Elementary Education

City University of Pasay
06.2010 - 07.2019

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Joemel LacernaRisk Operations Analyst