Rommel Selda
Caloocan
Summary
Aspiring to obtain a position as a call center specialist in a dynamic environment, to handle calls, emails, cases or tasks for the corporation. Respond to simple queries and route calls to proper person and improving my role as I enhance my customer service abilities and acquire knowledge about different services.
Overview
20
20
years of professional experience
Work History
Operations Specialist
Patrianna Limited
06.2024 - 01.2025
- Early detection and prevention of fraudulent accounts and suspicious transactions through comprehensive analysis and review of transactional data on Google Sheets and Excel.
- Conducting KYC (Know Your Customer) procedures to verify customer identities and assess risk levels , including processing of KYC profiles and conducting Enhanced Due Diligence reviews on high-risk customers.
- Ensuring document integrity and compliance with policies and best practices , while coordinating with relevant teams for further handling of potential risks. Verifying documents in Jumio and Veriff.
- Managing the entire payment process , including receiving, processing, verifying, and reconciling invoices, as well as making decisions regarding account resets, redemptions and bonus declines.
- Reviewing transaction reports for suspicious activity and performing investigations to identify fraudulent activity, money laundering, or other anomalies.
- Assisting other departments with payment related queries and investigating any discrepancies in the system. Using Slack and Zendesk.
- Collaborating with internal teams to ensure consistency of documentation practices and evaluating policies and procedures for customers.
- Providing accurate and up to date records of customers and monitoring progress and status of assigned cases.
- Reporting operational, system, and policy issues promptly and making day-to-day decisions with minimal supervision to ensure effective operational management.
Escalation Back Office Specialist
Wells Fargo International Solutions LLC
06.2020 - 05.2024
- Resolving disputes with customer's credit report using CDRSP-Pega, E-Oscar and Innovis
- Updating and submitting credit report to all bureaus
- Sending letter or fax to customers with resolution of the dispute
- Researching and reporting fraudulent accounts to mitigate risks
- Assigning cases to colleagues
- Updating webform requests like deleting authorized users and deceased banners of customers
- Supported company growth by effectively managing an expanding workload while maintaining a high level of quality in all tasks.
- Improved Back Office efficiency by streamlining workflow processes and implementing new software tools.
Senior Specialist / Email Banker
JP Morgan Chase & Company
09.2009 - 03.2020
- Assisted customers with their queries via phone and/or email
- Established and maintained contacts with new and existing customers as per the direction of the supervisor
- Transferred urgent calls to the required departments quickly and accurately
- Forwarded important and serious matters to the seniors
- Achieved set target of the firm in a stipulated deadline
- Drove process improvements by analyzing workflows and identifying bottlenecks.
- Facilitated workshops to foster innovation and creative problem-solving.
Customer Service Representative/Relief Trainer/SME
ICT Marketing Services
04.2006 - 09.2009
- Assisted customers with their queries and problems via phone and email
- Trained and assisted classes of new hires as relief trainer
- Former Team Leader and Subject Matter Expert
Customer Service Associate
Influent Philippines
06.2005 - 04.2006
- Taking call for inbound and outbound sales
Education
Bachelor of Arts - Mass Communications, Broadcasting major
Lyceum of the Philippines University
04.2000
High School Diploma -
Araullo High School
03.1996
Skills
- Customer service-oriented skills
- Interpersonal communication skills
- Computer literate
- Reliable
- Customer service training
- Operational efficiency
- Cross-functional communication
- Planning and coordination
- Project management
- Risk mitigation
- Process documentation
- Case management
Personal Information
Total Experience: Nineteen years of working experience in a voice/non-voice call center, recommending online services that suits the customer's financial needs.
Hobbies and Interests
- Hiking and traveling
- Music
- Photography
Timeline
Operations Specialist
Patrianna Limited
06.2024 - 01.2025
Escalation Back Office Specialist
Wells Fargo International Solutions LLC
06.2020 - 05.2024
Senior Specialist / Email Banker
JP Morgan Chase & Company
09.2009 - 03.2020
Customer Service Representative/Relief Trainer/SME
ICT Marketing Services
04.2006 - 09.2009
Customer Service Associate
Influent Philippines
06.2005 - 04.2006
Bachelor of Arts - Mass Communications, Broadcasting major
Lyceum of the Philippines University
High School Diploma -
Araullo High School
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