Jonalyn Mendez
Customer Service Representative
Quezon City
Summary
Dynamic customer support professional with a proven track record, excelling in fraud claims handling and dispute resolution. Leveraging strong research skills and effective communication, I consistently enhance customer loyalty and satisfaction through empathetic problem-solving and tailored solutions. Committed to driving results and fostering positive customer experiences.
Overview
8
8
years of professional experience
Work History
US Branded Cards Maingate Officer
Citigroup Business Process Solutions
09.2024 - 06.2026
- Resolved customer complaints with empathy and met customer call guidelines, resulting in increased loyalty and repeat business.
- Cross-trained and handled retention calls ensuring that customers are able to take advantage of the promotions to keep using their card.
Customer Support Analyst - Eftsure
Emapta Philippines Inc.,
12.2023 - 07.2024
- Made inbound and outbound phone calls promptly and verify their data, payment and business details to prevent fraud.
- Maintained up-to-date knowledge of product and service changes.
CSR II - Capital One
TTEC Holdings Inc.,
07.2021 - 08.2023
- Clarified customer issues and determined root case of problems to resolve product or service complaints.
- Cross-trained and provided backup support for organizational leadership.
Customer Experience Agent - Verizon
Alorica Teleservices Inc.,
03.2021 - 05.2021
- Responded to customers requests, offering excellent support and tailored recommendations to address needs.
- Looked for additional ways to expand products to customers by upselling new products and services.
CSR and Fraud Analyst - AMEX Prepaid Card
FIS Global Solutions Inc.,
07.2018 - 07.2019
- Analyzed billing statements to identify discrepancies, irregularities and flagged unauthorized activity.
- Maintained customer satisfaction with forward-thinking strategies focused and addressing customer needs and resolving concerns.
Education
Bachelor of Arts - Communications
Far Eastern University
Nicanor Reyes Street., Sampaloc Manila 04.2001 -
Skills
Strong research skills and Multitasking
Fraud Claims handling and Dispute resolution
Active listening and Effective Communication
Timeline
US Branded Cards Maingate Officer
Citigroup Business Process Solutions
09.2024 - 06.2026
Customer Support Analyst - Eftsure
Emapta Philippines Inc.,
12.2023 - 07.2024
CSR II - Capital One
TTEC Holdings Inc.,
07.2021 - 08.2023
Customer Experience Agent - Verizon
Alorica Teleservices Inc.,
03.2021 - 05.2021
CSR and Fraud Analyst - AMEX Prepaid Card
FIS Global Solutions Inc.,
07.2018 - 07.2019
Bachelor of Arts - Communications
Far Eastern University
04.2001 -