Summary
Overview
Work History
Education
Skills
Personal Information
Timeline
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SARAH ENGELYKA MECATE

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, Cagayan

SECONDARY -

Laboratory High School
Lal-lo, Cagayan

ELEMENTARY -

Lasam West Central School
Lasam, Cagayan

Skills

  • 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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