Lourien Jean Lucero
Cebu City
Summary
Highly motivated individual with experience in the banking and financial services industries, leverages diplomatic communication and level-headed approach to resolve customer issues. Organized schedules and monitored employee attendance to meet shift coverage goals. Hardworking, highly motivated professional eager to lend combined knowledge and skills to enhance business performance. Operates well in both individual and team capacities, leveraging seasoned work ethic to quickly adapt to different processes and drive company objectives. Resourceful and results-driven with a passion for growth and efficiency to meet company needs and increase service value. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
8
8
years of professional experience
Work History
Fraud Specialist
JP Morgan Chase & Co.
Cebu City
09.2022 - Current
- Observed customer transactions to identify fraudulent activity
- Drafted reports summarizing findings from investigations into potentially fraudulent activities
- Analyzed customer data and identified suspicious transactions
- Prepared written reports of investigation findings
- Reviewed and analyzed customer accounts for fraud risk and suspicious activities
- Responded to inquiries from customers regarding their account status or suspicious activity
- Prepared regular reports detailing the results of investigations conducted
- Reviewed credit card applications for signs of possible identity theft or other forms of fraud
- Responded quickly to customer inquiries concerning suspected fraudulent activities.
Customer Service Representative
Concentrix
Cebu City
08.2016 - 04.2022
- Maintained a high level of professionalism when dealing with difficult customers
- Handled customer complaints and inquiries in a courteous and efficient manner
- Provided exceptional customer service to ensure customer satisfaction
- Resolved customer complaints promptly and efficiently
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers
- Responded to telephone inquiries and complaints following standard operating procedures
- Gave accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints
- Assisted with training and mentoring new team members
- Maintained an updated knowledge base of current products, services, pricing, promotions
- Participated in team meetings to discuss new ideas for improving the overall quality of customer service provided
- Developed and maintained working knowledge of internal policies, procedures, and services to appropriately address customer issues.
Education
Bachelor of Science (B.S.) in Entrepreneurial Marketing -
Mindanao State University
06.2016
Skills
- Data Analysis
- Telephone Etiquette
- Customer Inquiries
- Active Listening Skills
- Service Quality
- Computer proficiency
- Multi-tasking and Time management
- Productivity Standards
- Customer Needs Assessments
- Information Validation
- Team Player
- Account information review
Timeline
Fraud Specialist
JP Morgan Chase & Co.
09.2022 - Current
Customer Service Representative
Concentrix
08.2016 - 04.2022
Bachelor of Science (B.S.) in Entrepreneurial Marketing -
Mindanao State University
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