Romel Melitante
Payment Specialist
Tondo Manila
Summary
Proactive and strategic Payments Team Lead with a solid track record of enhancing financial controls and maximizing team productivity. Spearheaded the successful integration of a new payment gateway, collaborating with IT and external vendors to complete the project on time and within budget. Skilled in leveraging data analytics to identify payment trends, mitigate financial risks, and foster a culture of continuous improvement within the team.
Overview
7
7
years of professional experience
Work History
Team Lead Payment Specialist
BC.GAME
06.2023 - 09.2025
- Supervise daily operations and manage the workflow of a team of agents to ensure service level agreements (SLAs) are met.
- Coach, mentor, and develop team members to improve their performance and productivity through regular performance reviews and feedback.
- Handle complex customer escalations that agents are unable to resolve.
- Foster a positive and collaborative team environment to maintain high morale and productivity.
- Conduct new hire training and ensure ongoing training on product knowledge and best practices.
- Oversee payment processing across various channels, such as wires and ACH, and ensure all transactions are processed accurately and efficiently.
- Ensure the team's adherence to compliance policies and regulations related to financial transactions.
- Manage transaction disputes, chargebacks, and fraud investigations.
- Ensure accurate and timely financial reporting related to payment processing activities.
- Monitor service quality and productivity, using metrics like total calls, average hold time, and customer satisfaction scores.
- Analyze customer feedback and operational data to identify recurring issues and implement process improvements.
- Improve processes and procedures to enhance overall service delivery and efficiency.
- Ensure communication across multiple channels, such as phone, email, and chat, is consistent and effective.
Risk & Payment Specialist / KYC Specialist
Entain Manila
02.2019 - 11.2022
- Managed payment processing for diverse client accounts, ensuring accuracy and compliance with financial regulations.
- Analyzed payment trends and discrepancies, implementing corrective measures to enhance transaction efficiency.
- Developed and maintained payment reconciliation procedures, improving overall financial reporting accuracy.
- Analyzed customer data to identify and mitigate potential KYC risks
- Conducted thorough due diligence and enhanced customer verification processes
- Collaborated with cross-functional teams to implement compliance initiatives
- Developed and maintained KYC policies, ensuring alignment with regulatory requirements
Education
Bachelor of Science | Associate - Computer Science
University of Manila
Manila01.2016
Skills
Professional work ethic
Microsoft Office expertise (Excel: VLOOKUP, Pivot tables)
Customer service and remote teamwork
Conflict resolution and active problem-solving
Data entry and account management
Timeline
Team Lead Payment Specialist
BC.GAME
06.2023 - 09.2025
Risk & Payment Specialist / KYC Specialist
Entain Manila
02.2019 - 11.2022
Bachelor of Science | Associate - Computer Science
University of Manila