Mary Joy Guison
Summary
I am a dedicated and organized professional with a proven track record. I bring a positive attitude and adaptability to fast-paced environments. Throughout my career, I have been a key player in team leadership, serving as the Point of Contact for various initiatives, including facilitating team meetings to discuss productivity and outcomes. My commitment to confidentiality, judgment in ambiguous situations, and the ability to develop lasting client relationships further showcase my capabilities.
Overview
14
14
years of professional experience
Work History
SR. SPECIALIST- Fraud & Customer Protection Svcs
J.P. Morgan Chase & Co.
04.2016 - 03.2024
- Analyze and resolve customer and merchant inquiries through emails, phone calls and written correspondence with the goal of resolving customer's inquiry on first touch, with minimal customer impact, while mitigating financial exposure to Chase organization.
- Interpret and apply Visa and MasterCard regulations for all dispute situations.
- Provide exceptional customer service by resolving credit card billing disputes
- Interact with customers and merchants to ensure most appropriate, timely and equitable resolution for the customer.
- Tem POC for Loss Mitigation - review all losses for the team and check if it can be reversed and if not discuss what should have been done in order to prevent the loss
- Team POC for LMOS - Lead team meeting 20 minutes before end of shift to discuss updated Productivity, Decision Quality and Outcomes as a team and share process updates, if there is any.
- Communicate professionally with internal individuals at all levels of the organization verbally and through high quality, concise emails.
HR Recruiter/Sourcing Specialist
More Staffing LLC
12.2022 - 01.2024
- Source resumes of qualified candidates for specific job orders, using job boards, applicant tracking systems, company web sites, etc.
- Coordinate closely with internal clients regarding requirements, qualifications, interview schedule and calibration of skills.
- Make recommendations on additional candidate pools and recruiting techniques, after evaluating market conditions
- Conduct phone interviews to pre-screen candidates, verifying their qualifications, availability and compensation requirements; documents these interviews
- Sets up interviews between candidates and Hiring Managers
- Recruiting passive candidates, through phone calls, emails and general relationship-building.
Marketing Associate
RealPage Inc
11.2015 - 03.2016
- Set up site tour for available accommodation for clients.
- Go over requirements with clients to make sure they are eligible to apply for rental of accommodation.
- Developed technical and non-technical marketing presentations, public relations campaigns, articles and newsletters.
Account Specialist
Microsourcing
02.2014 - 10.2015
- Assisted clients with resume builder account to make sure usage is maximized.
- Provided step by step instructions and technical support over the phone with clients having difficult time in navigation.
- Role included providing support to clients via Phone, chat and e-mail.
- Set up new customer accounts and updated existing profiles with latest information.
- Adhered to standards of quality and service as well as all compliance requirements.
Product Trainer
Transcom
10.2011 - 12.2013
- Train new hire agents with Customer Services processes, Basic troubleshooting and Sales.
- Attend weekly client calibration calls for the training process.
- Ensure seamless transition of new hires to production floor after classroom training.
- Upskill tenured agents and provide updates coming from clients.
- Update visual presentation for classroom training
Customer Service Representative
Transcom
06.2010 - 09.2011
- Provide thorough explanation of monthly bills for customers calling in.
- Deliver step by step instructions and basic troubleshooting over the phone for customers having difficulties in their internet connection.
- Upsell promos and upgrades available for loyal customers.
Disputes Specialist
J.P. Morgan Chase & Co.
04.2016 - 01.2019
- Handle incoming customer calls that involve probing the customer to better understand the dispute and determine appropriate course of action.
- Research and resolve referrals and written merchant disputes on behalf of Chase Credit Card customers.
- CSAT Team POC - review team and site's performance for customer satisfaction.
- Share best practices during huddle sessions to improve performance.
Education
Bachelor of Science - Nursing
DCSL College
Quezon CitySkills
- Excellent verbal and written communication skills
- Proficiency with Microsoft PowerPoint and Excel
- Strong team-orientation, interpersonal skills, and proven ability to develop strong client relationships
- Forward thinking and demonstrates confidentiality and strong judgement in all type of situations
- Attention to detail and strong time management skills
Tools/ Software Used
- Slack
- Workable
- Microsoft Office
- Calendly
- Trello
- Canva
- Zoom/ Google meet
- Google Sheet
Timeline
HR Recruiter/Sourcing Specialist
More Staffing LLC
12.2022 - 01.2024
SR. SPECIALIST- Fraud & Customer Protection Svcs
J.P. Morgan Chase & Co.
04.2016 - 03.2024
Disputes Specialist
J.P. Morgan Chase & Co.
04.2016 - 01.2019
Marketing Associate
RealPage Inc
11.2015 - 03.2016
Account Specialist
Microsourcing
02.2014 - 10.2015
Product Trainer
Transcom
10.2011 - 12.2013
Customer Service Representative
Transcom
06.2010 - 09.2011
Bachelor of Science - Nursing
DCSL College
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