Mary-Louise G. Mari
Marikina City
Summary
Professional with comprehensive experience ready for the role of Fraud Analyst. Equipped with strong skills in leadership, problem-solving, strategic planning, and with a solid training background. Known for team collaboration, ability, and consistency in delivering results. Strong communicator with a focus on integrity and accountability.
Overview
14
14
years of professional experience
Work History
Fraud Detection Officer
ANZ Global Services and Operations
Quezon City, Philippines
09.2022 - 07.2024
- Acted as first point of contact for all customer and merchant fraud issues.
- Actively monitored and reviewed fraud detection tools to identify incidents of fraud and took appropriate action to mitigate risk to the bank and our customers.
- Used fraud monitoring techniques to interpret data and analytical thinking to come up with useful insights to resolve problems and cases.
- Discussed bank decisions, policy and actions with customers, merchants, counterparts and other departments to address complex issues, leading to more efficient problem-solving processes.
- Utilized data-driven decision-making techniques to inform strategic planning processes and measure progress towards goals.
- Conducted thorough investigations into complex cases, leading to successful resolution of numerous high-profile incidents.
- Mentored junior officers, providing guidance and support to foster professional development and career progression.
- Fostered culture of continuous improvement, encouraging innovation and adoption of best practices in law enforcement techniques.
Collections Officer (Team Senior Officer)
ANZ Global Services and Operations
Quezon City, Philippines
11.2017 - 09.2022
- Managed delinquent business and retail accounts and accurate maintenance for all customer contacts by applying the appropriate Collections processes & strategies
- Worked as the department's Point of Contact, Senior Officer and Dialler Liason to ensure that the daily campaigns are worked successfully, and made the team's strategy in a daily basis.
- Held daily meetings at the start of the day to discuss urgent matters, the previous day's pain points, the things that needs to be done for the day and the strategy that the team needs to apply.
- Assisted with training classes by conducting mock calls, assisting the trainer with technical and complex questions both in a class setting and during "Go Live" sessions.
- Did live call or side by side call listening and gave feedback to ensure that action plans are being met and kept for those under the bottom quartile and new entrants .
- Negotiated payment arrangements where account holders are unable to meet their payments and provide customers with manageable options
- Established positive rapport with business customers, fostering trust and open lines of communication throughout the collections process.
- Maintained accurate reports of collections activities, ensuring proper documentation for auditing and future planning purposes.
- Evaluated customer financial situations, offering tailored solutions that promoted successful repayments while minimizing risk in accordance to the Australian Debt Collection Guidelines.
- Participated in regular team meetings to discuss progress toward goals, share best practices, and address any challenges faced within the department.
- Reduced company losses by identifying and addressing high risk and fraudulent accounts in a timely manner.
- Enhanced team performance through ongoing training, coaching, and support for fellow Collections Officers.
- Continuously sought opportunities to enhance personal knowledge and skills through trainings, consistent feedback from the management, regular communication and collaboration with other departments.
- Worked in call center environment handling manual and automatically dialed outbound calls.
Operational Trainer (ESL Coach)
Unitedhealth Group
Quezon City, Philippines
11.2014 - 02.2017
- Conducted training for new hires and Health Advisors
- Facilitated training activities
- Assessed trainees and Health Advisors and formulate action plans based on their ratings and AFIs
- Facilitated interviews and mock calls and consolidate data for reporting
- Assigned facilitators and SMEs for mock calls and coordinated with Workforce for Mock Call execution
- Helped Health advisors phrase and deliver their message better
- Conducted refresher trainings
- Attended meetings and made reports in behalf of my manager as his backup
Process Trainer
IBM Business Services
Eastwood Libis, Philippines
06.2010 - 09.2014
- Created modules and decks and edited them as needed
- Made the training scorecard with the help of the teamleads and SMEs
- Taught new people understand and know how to manage bids, develop proposals, and other direct assistance to an IBM seller in the performance of all recognized bid or any Business-approved opportunity supported by the IBM Sales Transaction Hub
- Created trainee assessments and reported their progress to the teamleads and managers
- Facilitated the final written exams and oral exams with the department heads
Education
Bachelor of Science - Information Technology
AMA Computer University
01.2008
Certificate Course - Network Technology
Meralco Foundation Institute
01.2006
Skills
- Fraud Detection
- Data Analysis and Problem Solving
- Negotiation
- Learning and Development
- Process Improvement
- Strategic planning
- Investigation management
- De-escalation and conflict resolution
- Data gathering, report creation, and presentation
- Teamwork and collaboration
- Data analytics
- Proficiency in Microsoft Office Applications
Accomplishments
- Lean Six Sigma Yellow Belt Certified
- Best In Thesis - AMA Computer University East Rizal Batch 2009
- Student of the Year - AMA Computer University East Rizal Batch 2009
Timeline
Fraud Detection Officer
ANZ Global Services and Operations
09.2022 - 07.2024
Collections Officer (Team Senior Officer)
ANZ Global Services and Operations
11.2017 - 09.2022
Operational Trainer (ESL Coach)
Unitedhealth Group
11.2014 - 02.2017
Process Trainer
IBM Business Services
06.2010 - 09.2014
Certificate Course - Network Technology
Meralco Foundation Institute
Bachelor of Science - Information Technology
AMA Computer University