SARAH ENGELYKA MECATE
Pasig City
Summary
To obtain position as a customer service representative where I can maximize my skills in a challenging environment, thus achieving a high degree of work efficiency.
Overview
9
9
years of professional experience
Work History
Fraud Specialist I
J.P. Morgan Chase & Co.
05.2023 - Current
- Responsible in assisting customers in filing claims for any unauthorized transactions on their personal/business accounts and checking for claim status.
- Reviews and confirms charges to maintain compliance prior to filing claims.
- Helps customers recover any money lost and protects clients from people aiming to defraud.
- Identifies patterns of emerging claims involving specific parties.
- Conducts customer interactions by asking unbiased questions to gather accurate insights.
- Educates customers ways to protect their accounts and prevent future fraud.
Trainer II
CONVERGYS/CONCENTRIX
05.2021 - 10.2022
- Taught communication techniques and product knowledge to learners.
- Conducted performance-based skill enhancement training for identified individuals.
- Delivered training programmes within allocated timeframes.
- Worked with students in setting and achieving attainable learning goals.
- Did admin works using Microsoft Outlook, Excel, PowerPoint and Word.
- Completed frequent assessments of training materials, structure and success rates in order to enhance training.
SME (Subject Matter Expert)
CONVERGYS/CONCENTRIX
05.2019 - 05.2021
- Mentored team members on efficiently answering calls.
- Conducted skill transfers enabling agents to achieve required metrics for production endorsement.
- Mentored new hires, providing guidance on best practices, company policies, and exceptional customer service techniques.
CSR/ Sales Associate I
CONVERGYS/CONCENTRIX
09.2017 - 05.2019
- Resolved customer bill inquiries, and reviewed and disputed bills.
- Generated additional sales opportunities with upselling and cross-selling techniques.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
CSR I/ Fraud Analyst
TELEPERFORMANCE
08.2016 - 08.2017
- Helped customers with card transaction inquiries.
- Identified and replaced stolen or missing cards efficiently.
- Handled filing of fraud transaction cases involving both check and card usage.
- Assisted customers with product-related questions, feedback and complaints.
Education
TERTIARY, Bachelor of Science in Hospitality Industry Management -
Cagayan State University
Lal-lo, CagayanSECONDARY -
Laboratory High School
Lal-lo, CagayanELEMENTARY -
Lasam West Central School
Lasam, CagayanSkills
- Ability to do multi-tasks
- Eager to learn and can easily cope with changing situations
- Pays attention to details and dutiful respect for compliance
- Good communication skills
- Technical Skills
- Active listening
- Critical thinking
- Problem resolution
- Computer proficieny
- Complaint handling
- Professional telephone demeanor
- De-escalation techniques
- Sales expertise
Personal Information
- Age: 31
- Date of birth: 08/23/1993
- Gender: Female
- Nationality: Filipino
- Marital status: Single
Timeline
Fraud Specialist I
J.P. Morgan Chase & Co.
05.2023 - Current
Trainer II
CONVERGYS/CONCENTRIX
05.2021 - 10.2022
SME (Subject Matter Expert)
CONVERGYS/CONCENTRIX
05.2019 - 05.2021
CSR/ Sales Associate I
CONVERGYS/CONCENTRIX
09.2017 - 05.2019
CSR I/ Fraud Analyst
TELEPERFORMANCE
08.2016 - 08.2017
TERTIARY, Bachelor of Science in Hospitality Industry Management -
Cagayan State University
SECONDARY -
Laboratory High School
ELEMENTARY -
Lasam West Central School
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