Kristine Revil
San Mateo Rizal
Summary
Well-qualified support professional with positive and friendly demeanor. Strong attention to detail, effective communication skills and solid history of tackling diverse and challenging requirements. Well-versed in Compliance and KYC, Fraud and Risk and Finance and Sales as well as Disputes or Escalations concerns. Self-motivated and attentive with good interpersonal and problem-solving abilities.
Overview
14
14
years of professional experience
Work History
Senior Support Analyst
Coinbase Philippines
08.2022 - Current
- Maintained detailed logs of all customer interactions, aiding in the analysis of issue via case management.
- Acted as a Senior and Subject Matter Expert specializing in Complaints, Disputes,Compliance/KYC, Risk, Safety and Fraud and Access related issues of customers via email and chat
- Established strong relationships with key stakeholders through clear communication and collaborated with cross-functional teams to develop and implement solutions, streamlining processes and enhancing productivity overall and assisting process improvement initiatives by updating Workflows and Process Guides.
- Lastly trained and facilitated several onboarding and cross-skilling sessions for newbies as being a Certified Nesting Facilitator
Support Analyst
Coinbase Philippines
06.2021 - 08.2022
- Improved customer satisfaction by promptly addressing and resolving support issues primarily handling Safety and Access related concerns.
- Monitored helpdesk and responded to incoming tickets to address support needs.
- Answered customer support inquiries via specialized ticket tracking platforms.
- Performed remote support tasks for mobile devices such as smartphones and tablets, correcting issues on iOS and Android units, Desktop and Laptop logging in issues
Real Time Disputes Analyst
Australia and New Zealand Bank
05.2016 - 05.2021
- Working on identifying and resolving real time disputes of cardholders (fraud or non-fraud), via email, outbound or inbound support
- Coached and trained staff acted as SME or subject matter expert on fraud prevention techniques to increase awareness and reduce risk.
- Making sure to recover, identify and minimize bank loss using by working on visa and mastercard scheme rules performs chargeback /credit to user accounts when needed
- Conducted thorough investigations on suspicious cases, ensuring timely resolution and minimizing financial impact.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
Collections Associate
ANZ Australia and New Zealand Bank
05.2014 - 05.2016
- To reduce/ minimize risk and losses to company revenues by ensuring to collect overdue balances
- This includes understanding customer situations and providing options by referring accounts to other relevant departments when needed.
Customer Acquisitions Officer
ANZ Australia and New Zealand Bank
03.2013 - 05.2014
- To acquire new to bank card applications with the goal of contributing to the overall revenue of Singapore Retail business
- This includes end to end processing of applications and ensuring outmost customer service is being provided
- To also be able to answer and present specific products and services that will suit client needs by cross selling.
Account Manager
DuPont Sustainable Solutions- Training Solutions
05.2012 - 01.2013
- The responsibility includes growing territory consisting of nine states; Arizona, Colorado, Kansas, Idaho, Montana, Nebraska, New Mexico, Utah, and Wyoming, prospecting business and providing consultative services either thru Instructor Lead Training, Web Based Training, Streaming Media Solutions and Traditional Media in compliance regulations
- Heavy responsibility in closing traditional and instructor led media business with respective monthly and annual goals
- Working respectively in building a BUSINESS TO BUSINESS relationship with clients and providing high customer service
Inside Sales Representative
DuPont Sustainable Solutions- Training Solutions
06.2010 - 04.2012
- The responsibility includes a consultative approach in lead generation, searching for new business opportunities, maintaining and expansion of businesses in the following states; Colorado, New Mexico, Utah, Wyoming, Oklahoma, Montana, Idaho
- Responsible in identifying market opportunities and industry opportunities and presenting media platforms to clients
- Includes working with a Regional Account Manager based in the United States in closing revenues/sale for the territory.
Education
Bachelor of Science - Commerce Major in Entrepreneurship
University of Santo Tomas
Espana Manila03.2010
Skills
- Ticket management
- Training and coaching
- Customer Service
- Problem-Solving
- Attention to Detail
- Remote Technical Support
- Help Desk Support
- Highly Professional
- Issue and Resolution Tracking
- Expertise in Complaints, Escalation or Disputes Handling
Attendedtrainings
- Certification Training - Awarded as Certified Nesting Facilitator/Leader - Coinbase Philippines -2022
- Operational Excellence Academy Lean /Continuous Improvement, 03/2019
- Operational Excellence Academy, Agile, 07/09/2019
- Operational Excellence Academy, Human Centered Design, 06/03/2019
- Operational Excellence Academy, Capacity Management, 06/06/2019
Personal Information
Date of Birth: 03/15/89
References
- Jessie Rivera 09688524106- Team Leader- Coinbase
- Kayteelyn Tolentino -09175229547- Associate Manager- Coinbase
- Sherilyn Pamatmat, 0917 563 9395, Team Leader and Manager- Disputes and Fraud ANZ
- Christian Sta Cruz, 09178073725, Operations Manager – Leader Credit Cards Acquisitions and Sales- ANZ
Timeline
Senior Support Analyst
Coinbase Philippines
08.2022 - Current
Support Analyst
Coinbase Philippines
06.2021 - 08.2022
Real Time Disputes Analyst
Australia and New Zealand Bank
05.2016 - 05.2021
Collections Associate
ANZ Australia and New Zealand Bank
05.2014 - 05.2016
Customer Acquisitions Officer
ANZ Australia and New Zealand Bank
03.2013 - 05.2014
Account Manager
DuPont Sustainable Solutions- Training Solutions
05.2012 - 01.2013
Inside Sales Representative
DuPont Sustainable Solutions- Training Solutions
06.2010 - 04.2012
Bachelor of Science - Commerce Major in Entrepreneurship
University of Santo Tomas