Ma. Karina Marcelo
Ph. 3 Hillside St. San Rafael Rodiguez Rizal,Philippines
Summary
Fraud prevention specialist with experience in fraud research, customer service, and investigation of unauthorized access attempts. Skilled in conducting detailed case reviews to improve security outcomes and customer trust. Proven record in call center operations with strong issue resolution and service quality.
Overview
1
1
Certification
9
9
years of professional experience
Work History
Fraud Prevention Specialist
Quantrics
San Mateo Rizal, Philippines
01.2023 - 10.2026
- Conducted detailed investigations into customer accounts to verify legitimacy and prevent unauthorised access.
- Communicated with customers to verify transaction activities, enhancing customer trust and confidence.
- Conducted high-risk validation procedures.
- Processed high-risk transactions, e.g. SIM activation, iPhone device unlocking, data unblocking, and managing the removal of international data restrictions.
Call Centre Agent / Supervisor
Alorica
Marikina, Philippines
11.2019 - 12.2022
- Negotiated with suppliers to resolve product issues on behalf of customers, securing replacements or refunds when necessary.
- Maintained accurate records of customer interactions, detailing inquiries, comments, and resolutions for future reference.
- Managed inbound customer service calls, efficiently resolving queries and complaints to uphold satisfaction levels.
- Built rapport with customers through courteous and professional communications.
- Served as point of escalation for complex customer issues, capturing timely resolution to drive client retention.
Head Tutor / ESL Teacher
BST ACADEMIC TUTORIAL AND REVIEW CENTER
San Mateo Rizal, Philippines
05.2017 - 05.2019
- Tutored in-person and online to help students requiring assistance grasp lesson concepts.
- Facilitated interactive learning by incorporating multimedia resources and real-life scenarios into lessons.
- Provided international students with English language skills to improve communicative ability in speaking, listening, reading and writing.
Education
Business information Management
Asian Institute of Computer Studies
Rodriguez Rizal2017
Skills
- Customer service excellence
- Time-management
- Fraud research and assessment
- Decision-Making efficiency
Certification
*Amazon Product Training
*Advanced Certificate in Teaching
English as Foreign Language
Timeline
Fraud Prevention Specialist
Quantrics
01.2023 - 10.2026
Call Centre Agent / Supervisor
Alorica
11.2019 - 12.2022
Head Tutor / ESL Teacher
BST ACADEMIC TUTORIAL AND REVIEW CENTER
05.2017 - 05.2019
Business information Management
Asian Institute of Computer Studies