Novie Marie Peñaranda

• Used sound judgment and available resources to make well-informed decisions for case approval or denial.
• Kept up to date on industry information, system changes, network rules and compliance issues.
• Managed caseloads effectively, ensuring timely processing of disputes in accordance with established procedures.
• Resolved disputes efficiently by conducting thorough investigations and applying appropriate resolution strategies.
• Analyzed, researched and resolved payment claims within required timeframes.
• Adhered to department processes, procedures and goal expectations for case investigations.
• Contributed to departmental goals by meeting or exceeding key performance indicators related to dispute resolution and customer satisfaction.

• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Responded to customer requests for products, services, and company information.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
• Educated customers about billing, payment processing and support policies and procedures.

• Reduced fraudulent activities through continuous monitoring of financial transactions and customer behaviors.
• Conducted thorough investigations of suspected fraud cases, leading to the recovery of lost funds.
• Developed comprehensive fraud prevention strategies to protect company assets and maintain customer trust.
• Enhanced fraud detection by implementing advanced data analytics techniques and tools.
• Managed fraud-related escalations and disputes, resolving issues promptly and professionally.

Graduated K-12 Curriculum. Technical Vocational Program major in Computer Systems Servicing