Summary
Overview
Work History
Education
Skills
Timeline

RAYZEL S MARTIREZ

Maria, Santa Cruz, Antipolo

Summary

  • Motivated Fraud Analyst touting 2 years of expertise investigating suspicious activity for Wells Fargo company. Knowledgeable resource committed to finding answers and working with clients and interdepartmental personnel. Promoting exemplary skills in project management, analytics and fraud pattern detection.
  • Detail-oriented Junior Broadcaster and News Writer with experience in Broadcasting, News Writing and Public speaking.
  • Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
  • Detail-oriented researcher with background working across diverse entertainment journalism platforms. Looking to transition skills into broadcast journalism roles in reputable organization.
  • Story-driven Junior Journalist adept at developing articles and investigating issues with tenacious and unwavering dedication.
  • Hardworking and passionate with strong organizational skills. Ready to help team achieve company goals.

Overview

12
12
years of professional experience
3
3
years of post-secondary education

Work History

Technical Support Representative III

Telus
Taguig City
11.2020 - 05.2021
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Translated complex technical issues into digestible language for non-technical users.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Used ticketing systems to manage and process support actions and requests.
  • Managed high levels of call flow and responded to any technical support needs.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Researched product and issue resolution tactics to address customer concerns.
  • Documented support interactions for future reference.
  • Identified potential sales and cross-selling opportunities and informed supervisor.
  • Responded promptly to incoming sales leads and requests for technical support.
  • Explained security measures in simple terminology to help users understand malware and phishing threats.
  • Installed and configured operating systems and applications.
  • Configured and tested new software and hardware.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Tested new software and hardware prior to deployment.
  • Responded to customer inquiries and provided technical assistance over phone.

Junior News Writer

AFP Radio Station (DWDD)
Quezon City
08.2019 - 02.2020
  • Sought out stories by pursuing other news organizations information periodically and either assigned or wrote stories according to strict timelines.
  • Interviewed sources and developed relationships with informants to obtain vital information for stories.
  • Applied understanding of public opinion, social media, and traditional media use to create engaging and attention-grabbing stories.
  • Edited and proofread articles to achieve peak accuracy and quality.
  • Evaluated and followed up on news leads and news tips to develop story ideas.
  • Utilized social media to engage readers and promote content.
  • Maintained up-to-date knowledge of current events and industry trends.
  • Developed story ideas and conducted interviews with industry experts and celebrities.
  • Collaborated with editors and other journalists to create compelling content.
  • Researched and gathered information to develop accurate and credible stories.
  • Performed research and checked facts to maintain high standard of journalistic integrity.
  • Monitored breaking news for information on incidents, events, and topics of interest to quickly assign coverage to staff.

Fraud Specialist

Wells Fargo
Taguig City
06.2021 - Current
  • Analyzed large amounts of data to find patterns of fraud and anomalies.
  • Evaluated customer data to identify and prevent fraudulent activities.
  • Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
  • Evaluated success of fraud detection systems to identify areas for improvement.
  • Conducted forensic analyses of financial records to identify fraudulent activity and accurately report findings.
  • Tracked fraud cases and monitored trends to develop strategies for prevention.
  • Established and maintained positive working relationships with external law enforcement agencies to support fraud investigations.
  • Contacted customers directly to notify of fraudulent activity and minimize impacts.
  • Reviewed transactions and receipts to identify any suspicious activity.
  • Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
  • Analyzed financial statements to identify discrepancies, irregularities and fraudulent activity.

Billing Specialist / Technical service representative

Teleperformance
Antipolo City
11.2017 - 10.2020
  • Identified, researched, and resolved billing variances to maintain system accuracy and currency.
  • Contacted clients with past due accounts to formulate payment plans and discuss restructuring options.
  • Generated monthly invoices for customers in multiple formats to provide transparency.
  • Generated and submitted invoices based upon established accounts receivable schedules and terms.
  • Identified payment trends and adjusted billing processes accordingly to retain customers.
  • Developed and maintained billing procedures to make timely payments.
  • Assisted with billing inquiries and provided timely responses to enhance customer satisfaction.
  • Researched and resolved billing discrepancies to enable accurate billing.
  • Reviewed and reconciled customer accounts to manage accuracy of payments.
  • Processed and verified invoices to secure accuracy of billing information.
  • Monitored customer accounts to identify and rectify billing issues.
  • Provided excellent customer service, developing and maintaining client relationships.
  • Monitored outstanding invoices and performed collections duties.
  • Processed payment via telephone with focus on accuracy and efficiency.
  • Produced and mailed monthly statements to customers and assisted with related requests for information and clarification.
  • Audited and corrected billing and posting documents for accuracy.
  • Responded to customer concerns and questions on daily basis.
  • Utilized various software programs to process customer payments.
  • Created improved filing system to maintain secure client data.
  • Handled account payments and provided information regarding outstanding balances.
  • Entered invoices requiring payment and disbursed amounts via check, electronic transfer or bank draft.
  • Collaborated with customers to resolve disputes.

Collection Specialist /Back Office Specialist

Teleperformance
Pasig City
04.2012 - 11.2017
  • Achieved performance goals on consistent basis.
  • Used scripted conversation prompts to convey current account information and obtain payments.
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
  • Maintained high volume of calls and met demands of busy and productive group.
  • Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
  • Documented customer payment interactions and account statuses for future reference.
  • Identified and contacted customers with overdue accounts to address payment status.
  • Negotiated payment plans with customers to prevent accounts from entering collections.
  • Collaborated with other departments to verify customer compliance with payment plans.
  • Maintained consistently high success rate of collecting on overdue accounts.
  • Developed strong relationships with customers to foster timely payments and account resolution.
  • Regularly monitored accounts to identify overdue balances and potential areas of risk.
  • Notified co-signers of delinquent accounts to assist in collecting payments.
  • Collected on delinquent accounts to reduce overdue balances.
  • Verified compliance with relevant laws, regulations and best practices related to customer account management.
  • Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
  • Responded to customer inquiries and provided detailed account information.
  • Processed debtor payments and updated accounts to reflect new balance.
  • Generated and distributed monthly customer statements.
  • Researched billing errors and discrepancies to initiate corrective action.
  • Maintained accurate records of customer accounts, payments and payment plans.
  • Deployed automated system tracking and skip tracing to locate hard-to-find, re-located customers.
  • Worked with customer to create debt repayment plan based on current financial condition.
  • Monitored customer accounts for payment delinquency and initiated collection efforts.
  • Established relationships with customers to encourage payment of delinquent accounts.
  • Analyzed customer financial records to determine appropriate payment plan.
  • Entered client details and notes into system for interdepartmental access and review.
  • Listened to customers and negotiated solutions that met creditor and debtor needs.
  • Monitored accounts for compliance with established payment plans and flagged non-compliances.

Education

Bachelor of Arts - Broadcast Communication

Polytechnic University of The Philippines, Santa Mesa, Manila
06.2019 - 09.2020

Maria Clara High School, Caloocan City
01.2008 - 04.2009

Skills

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Timeline

Fraud Specialist - Wells Fargo
06.2021 - Current
Technical Support Representative III - Telus
11.2020 - 05.2021
Junior News Writer - AFP Radio Station (DWDD)
08.2019 - 02.2020
Polytechnic University of The Philippines - Bachelor of Arts, Broadcast Communication
06.2019 - 09.2020
Billing Specialist / Technical service representative - Teleperformance
11.2017 - 10.2020
Collection Specialist /Back Office Specialist - Teleperformance
04.2012 - 11.2017
Maria Clara High School - ,
01.2008 - 04.2009

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RAYZEL S MARTIREZ