MSO
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
Order reviewing
Merchant monitoring
Conducting investigations
Planning and Coordination
Attention to Detail
Self-Motivated
Analytical and Critical Thinking
Cultural Awareness
Problem-Solving
Written Communication
Interpersonal Communication
Excellent Communication
Dependable and Responsible
Organization and Time Management
Software
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