JOY ANN LORRAINE MADRID
Antipolo
Summary
Highly motivated individual with a passion for delivering excellent customer service.
Skilled in problem-solving, active listening, and communication.
Seeking for a position to maximize potential skills, educational background, training and ability to work well with other people.
Overview
12
12
years of professional experience
Work History
Recruiting Sr Specialist (Corporate Human Resources)
JP Morgan Chase & Co
04.2021 - 04.2024
- Coordinate between candidates, recruiters, and Hiring Managers regarding the interview process
- Set up candidate interviews.
- Managed to successfully schedule approximately 30 candidates a day
Senior Fraud Specialist CPG Inbound
JP Morgan Chase & Co
10.2019 - 04.2021
- Prevent, detect, and investigate any signs of fraud within customers' accounts
- Conducts transaction review and verification for at least 50-60 customers daily
- Quickly identify fraud tactics and take actions to prevent potential losses
- Deals with and service customers who are victims of Identity theft on both cards and retail.
- Provided expert guidance on developing policies and procedures related to fraud management.
- Investigated complex fraud cases, leading to successful identification and prosecution of offenders.
- Analyzed large sets of data for potential fraudulent activity, identifying areas of concern and mitigating risks.
- Evaluated customer data to identify and prevent fraudulent activities.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
Dispute Specialist
JP Morgan Chase & Co
09.2016 - 10.2019
- Enter and manage chargeback data on customer's accounts
- Answer at least 40-60 incoming calls from customers regarding chargeback cases.
- Do backend tasks, by doing outbound calls, and emails to clients with dispute concerns.
- Analyzed, researched and resolved claims within required timeframes.
- Contributed to departmental goals by meeting or exceeding key performance indicators related to dispute resolution and customer satisfaction.
- Conducted root cause analysis on recurring disputes to identify opportunities for prevention or mitigation of future occurrences.
- Improved customer satisfaction by providing prompt responses and effective resolutions to dispute cases.
Risk Advisor
JP Morgan Chase & Co
07.2015 - 09.2016
- Prevent, detect and investigate any signs of fraud within customer's account
- Conducts transaction review and verification
- Quickly identify fraud tactics and take actions to prevent potential losses.
- Managed approximately 60 incoming calls, and emails per day from customers
Technical Support Representative
VXI
01.2015 - 06.2015
- Troubleshoot internet and phone services over the phone with 40-70 customers per day
- Upselling Comcast Internet, phone and video services
- Handles basic billing inquiries.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Conducted thorough research on reported issues, identifying root causes and implementing effective fixes to prevent future problems.
English Instructor
Neung Yule Eduphone
06.2012 - 01.2015
- Conduct Online (Phone & Video) Classes with Korean students of various English proficiency levels
- Conduct level tests to determine English skill level prior to their classes
- Encode corrections and evaluations of students daily, weekly and monthly basis to asses performance and progress of students
- Provide other methods of teaching students to help improve clients writing and communication skills.
- Planned, prepared and delivered lessons on American literature, grammar to approximately 20 students daily.
Education
Bachelor of Arts in Psychology -
Central Philippine University
Iloilo City04.2012
Skills
- Knowledge with Microsoft Word/Excel
- Critical thinker and ability to exercise excellent, intuitive, independent judgement
- Make appropriate decisions quickly and effectively
- Ability to work well with people
Timeline
Recruiting Sr Specialist (Corporate Human Resources)
JP Morgan Chase & Co
04.2021 - 04.2024
Senior Fraud Specialist CPG Inbound
JP Morgan Chase & Co
10.2019 - 04.2021
Dispute Specialist
JP Morgan Chase & Co
09.2016 - 10.2019
Risk Advisor
JP Morgan Chase & Co
07.2015 - 09.2016
Technical Support Representative
VXI
01.2015 - 06.2015
English Instructor
Neung Yule Eduphone
06.2012 - 01.2015
Bachelor of Arts in Psychology -
Central Philippine University
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