Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Karlie Joy Bonion

Las Pinas, Metro Manila

Summary

Dynamic and detail-oriented Customer Service and Banking Professional with over 8 years of comprehensive experience across credit operations, collections, and fraud protection. Adept at fostering client relationships, mitigating risk, and ensuring high levels of customer satisfaction in fast-paced, compliance-driven environments. Proven ability to work independently, lead resolution efforts, and contribute to continuous process improvement.

Overview

11
11
years of professional experience

Work History

Credit Ops Specialist IV – Business Banking

J.P. Morgan Chase Bank N.A. – Philippine Global Service Center
06.2017 - Current
  • Liaised independently with clients to secure financial documentation for seamless loan closings.
  • Engaged cross-functional teams to identify optimal solutions that minimized client disruptions.
  • Maintained exceptional customer experiences through email and phone support, exceeding SLA metrics.
  • Managed 15–25% of workload in voice support, delivering accurate and timely resolutions.
  • Drove process enhancements through identification of issue trends and implementation of improvements.
  • Proactively escalated high-risk or complex issues, collaborating on effective solutions.
  • Served as subject matter expert for Business Banking products and compliance standards.

Specialist II – Auto Collections

J.P. Morgan Chase Bank N.A. – Philippine Global Se
06.2018 - 12.2019
  • Managed inbound and outbound calls to collect overdue auto loan accounts professionally.
  • Negotiated payment arrangements while ensuring compliance with legal standards.
  • Educated clients on available payment options and hardship programs.
  • Documented interactions accurately, maintaining data integrity.
  • Collaborated with internal teams to resolve disputes and enhance customer satisfaction.

Specialist II – Merchant Disputes

J.P. Morgan Chase Bank N.A. – Philippine Global Service Center
06.2017 - 06.2018
  • Managed chargeback investigations and inbound dispute calls from cardholders.
  • Conducted outbound communication to validate disputes and built cases to recover merchant funds.
  • Issued refunds and tracked resolutions, maintaining high accuracy standards.

Account Protection Specialist – American Express

Convergys – Glorietta 5
12.2015 - 05.2017
  • Responded to inbound fraud-related inquiries and created fraud cases in real time.
  • Assessed transaction-level risks and ensured timely POS approvals.
  • Educated cardholders about fraud protection and guided them through the claims process.

Service Professional – Morgan Stanley Global Stock Plan Services

TeleTech Philippines – Robinsons Cybergate
11.2014 - 12.2015
  • Supported participants in managing their equity compensation accounts.
  • Assisted with online account setup, stock sales, and tax form submissions.
  • Delivered high-quality customer education on system navigation and stock plan logistics.

Fraud Specialist – Capital One

SiTEL Philippines – Robinsons Cybergate
05.2014 - 11.2014
  • Investigated fraud reports and managed dispute cases via inbound/outbound calls.
  • Performed real-time transaction assessments and ensured quick resolution of fraud claims.

Education

Bachelor of Science - FOOD TECHNOLOGY

BICOL UNIVERSITY COLLEGE OF INDUSTRIAL TECHNOLOGY
Legazpi City, Albay
04-2012

Skills

  • Customer service and client relations
  • Credit operations and loan processing
  • Risk and fraud management
  • Microsoft Office suite
  • Dispute and collections management
  • SLA and compliance adherence
  • Problem solving and decision making
  • Voice and email support

References

Available upon request.

Timeline

Specialist II – Auto Collections

J.P. Morgan Chase Bank N.A. – Philippine Global Se
06.2018 - 12.2019

Credit Ops Specialist IV – Business Banking

J.P. Morgan Chase Bank N.A. – Philippine Global Service Center
06.2017 - Current

Specialist II – Merchant Disputes

J.P. Morgan Chase Bank N.A. – Philippine Global Service Center
06.2017 - 06.2018

Account Protection Specialist – American Express

Convergys – Glorietta 5
12.2015 - 05.2017

Service Professional – Morgan Stanley Global Stock Plan Services

TeleTech Philippines – Robinsons Cybergate
11.2014 - 12.2015

Fraud Specialist – Capital One

SiTEL Philippines – Robinsons Cybergate
05.2014 - 11.2014

Bachelor of Science - FOOD TECHNOLOGY

BICOL UNIVERSITY COLLEGE OF INDUSTRIAL TECHNOLOGY

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Karlie Joy Bonion