John Frederick Fortuno
Pasig City
Summary
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
10
10
years of professional experience
Work History
Fraud Specialist IV
JP Morgan Chase Bank NA PGSC
09.2024 - Current
- Produced detailed reports of fraud investigations and presented findings to senior management.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Developed customized reports for senior management, highlighting key trends and insights on fraud-related issues.
- Developed and delivered training programs on fraud awareness and prevention for new employees.
- Managed complex cases involving identity theft, check fraud, and other forms of financial crime, resulting in successful resolution for affected customers.
Fraud Specialist I
JP Morgan Chase Bank NA PGSC
02.2019 - 09.2024
- Evaluated customer data to identify and prevent fraudulent activities.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
Customer Service Product Trainer
Sykes Asia
07.2017 - 01.2019
- Developed a library of engaging training materials, including videos, presentations, and user guides to support onboarding efforts.
- Increased employee retention rates through informative and engaging new hire onboarding programs that promote company culture and values.
- Trained internal subject matter experts who then provided localized support in their respective regions or departments, expanding knowledge dissemination throughout the organization.
Customer Service Subject Matter Expert
Sykes Asia
04.2016 - 07.2017
- Established and maintained strong relationships with key clients, acting as a trusted advisor for all customer service-related matters.
- Mentored new hires, providing guidance on best practices, company policies, and exceptional customer service techniques.
Customer Service Representative
Sykes Asia
06.2015 - 04.2016
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Education
Bachelor of Arts - Broadcast Journalism
University of Makati
Makati City, Philippines03-2015
Skills
- Customer Service Expertise
- Virtual Training Delivery
- Data Analysis
- Data-Driven Insights
- Fraud Detection Expertise
- Data Analysis with Excel
Timeline
Fraud Specialist IV
JP Morgan Chase Bank NA PGSC
09.2024 - Current
Fraud Specialist I
JP Morgan Chase Bank NA PGSC
02.2019 - 09.2024
Customer Service Product Trainer
Sykes Asia
07.2017 - 01.2019
Customer Service Subject Matter Expert
Sykes Asia
04.2016 - 07.2017
Customer Service Representative
Sykes Asia
06.2015 - 04.2016
Bachelor of Arts - Broadcast Journalism
University of Makati
Similar Profiles
DARLINGTON NNADIDARLINGTON NNADI
Business Solutions Manager at JP Morgan Chase Bank NABusiness Solutions Manager at JP Morgan Chase Bank NA
Ronda HiltonRonda Hilton
Fraud Prevention Representative at JP Morgan Chase Bank NAFraud Prevention Representative at JP Morgan Chase Bank NA
Serina RatliffSerina Ratliff
Senior Business Relationship Manager at JP Morgan Chase Bank NASenior Business Relationship Manager at JP Morgan Chase Bank NA