Sheila May Dela Cruz
Seasoned Banker And An HR Recruitment Professional
Tanza
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
15
15
years of professional experience
4
4
years of post-secondary education
Work History
Fraud and Claims Representative - Credit Card Claims (Pre- Arbitration)
Wells Fargo
06.2021 - Current
- Handles and reviews credit card claims – pre arb cases
- Responsible for reviewing chargeback that has been filled on Visa
- Responsible for reviewing the merchant responses and taking the actions accordingly either pre-arb/ denial
- Responding to the acquirer's/merchant representment after reviewing and investigating that sent on Visa to avoid Pre-arb loss.
Fraud and Claims Specialist - Credit Card Claims (Loss to Under Investigations)
Wells Fargo
11.2020 - 05.2021
- Support and capture all pertinent information from customers about their claims
- Mitigate loss and ensure fraud risk policy and controls are applied to minimize the impact of fraud incidence
- Analyze customer transactions to identify fraudulent activity such as account takeover; unusual activity; first-party fraud; claims abuse; theft and similar risk
- Outbound calling for accounts with risk-flagged transactions
- File documents for account takeovers; elderly form abuse; business referral for 1st party fraud and suspicious activity form.
Senior Recruitment Consultant and Special Projects Admin
HCM Nexus Inc.
03.2020 - 08.2020
- As a Special Projects Admin: Assist with project management duties
- Oversee and perform administrative functions concerned with a project
- Include calling clients, making appointments, sending email communications and follow-through, setting up/coordinating meetings, Updating the project calendar, tracking projects, recommending sound changes, resolving issues related to the project, act as the POC for projects
- Administer project activities to ensure achievement of goals, in compliance with DPA policies, proper contract/agreement execution, and preparation collaterals needed for the execution of said project
- As a Senior Recruitment Consultant: Developing and recommending recruiting strategies to ensure a successful search in a given time frame
- Working with hiring managers and HR personnel to determine staffing needs, along with minimum qualifications and skills required for open positions
- Developing and maintaining a strong network of contacts
- Identify and source quality candidates
- Review applications to identify and arrange preliminary interviews with the most promising candidates
- Screening and referring candidates for additional interviews
- Market Research on salary, recruitment trends, talent mapping and webinar surveys.
Senior Recruitment Officer
TechCareers, Inc.
06.2017 - 02.2020
- Efficiently perform sourcing and recruitment activities in order to fulfill the manpower resource requirements of clients in a timely manner
- Source candidates for job openings and ensure that the candidates are well aligned to the qualifications and skills defined by the client
- Screen and interview candidates to determine the right fit for the position and recommend candidates for endorsement to clients
- Closely monitor status of candidate processing and keep track of all changes and progress in the status of candidates
- Manage accounts and maintain close coordination throughout the recruitment cycle
- Maintain a database of manpower resources for pooling purposes
- Prepare and submit periodic reports on sourcing, screening, candidate hiring, and other metrics that may be established to monitor performance
- Perform other related functions as may be required.
Sourcing Officer
TeleDevelopment Services, Inc.
09.2015 - 06.2017
- Database Management – a) maintain, improve and develop filing systems, both computerized and manual, ensuring that all documents (CVs, JDs, Clients’ Profile, etc.) are filed quickly and correctly in the relevant system so that completed information can be retrieved quickly
- Track the database on Active & In-Active Candidates and Sourcing Endorsement Status Report (which shows how many candidates endorsed to each Account Officer and ES Consultants and success rate)
- Support in all Executive positions – as per assigned functions/positions
- Recruitment and Admin Support – a) assists in recruitment thru phone screening and initial step of selection process with the preparation of job specifications; contributes to the team success of the ES Recruitment Team by providing on time and quality service that are customer-focused to clients, management and job applicants
- Research and special projects – a) Researches and recommend new job portals or sources; b) provide business intelligence updates on industry trends and competitor updates; c) assists in conducting character reference checks as necessary; d) participates in ad-hoc projects as assigned
- Conducts preliminary assessment through paper screening or phone interview to assess an applicant’s basic qualifications against client specifications
- Propose and coordinates with Marketing in the sourcing of executive talents and ensures continuous growth of healthy pipeline of candidates in the database
- Maintains accurate, complete and updated data/record of all clients, job orders and candidates to facilitate effective recruitment drive
- Strictly complies with all company policies and regulations on safety, security, internal controls, confidentiality, business ethics, safeguarding of company assets & properties, office decorum and attire, etc
- Performs other duties and functions designated by management from time to time.
Sourcing Specialist - Project Based
Alexander Mann Solutions
04.2014 - 03.2015
- CV Screening from available Job Boards (LinkedIn, Avature, e-Financial Careers, etc)
- Responsible for volume and specialist sourcing for Credit Suisse
- Trained to use Taleo and Avature for sourcing, research and candidate interaction
- Responsible for sourcing/looking for quality candidates
- Responsible for CV and Phone screening candidates for targeted searches
- Conduct cold-calls to passive candidates.
Executive Search Researcher
Quest Highlands Inc (Quest Philippines)
07.2013 - 04.2014
- Keep abreast with the job market, talent market and in the loop with the major events set to shape the businesses across industry and finance in the country particularly global investment banks and shared services organizations
- Attain a comprehensive and in-depth knowledge of the organization, its culture and resourcing requirements through market intelligence and job calibration meetings together with the clients’ business heads to maintain and develop long-term, trusted relationship and spot-on search
- Full intensive support to the Consultants i.e., identifying, pooling, CV filtering, phone screening, setting a face-to-face meeting, catch up meetings for perfect candidates given a specific job requirement
- Use sales, marketing and strategic recruitment techniques e.g., head hunting, referrals, cold calls, online professional networking, market mapping and market intelligence in order to approach and engage passive and targeted candidates
- Specialize in Finance and Operations requirements with global investment banks, insurance firms, and shared services organizations
- Attends to client meetings
- Adhoc Tasks assigned by the Supervisor/Manager.
Account Specialist
Convergys
07.2011 - 07.2013
- Answered online inquiries and general website questions
- Troubleshooting application
- Provided customer service
- Assisted online and resolved billing queries.
Assistant Team Leader - Healthcare Account
Affiliated Computer Services, Inc. (ACS Phils) - A Xerox Company
01.2010 - 01.2011
- Monitor queues
- Monitor the productivity of the team
- Adhoc tasks assigned by the Team Lead
- Monitor schedule adherence
- Take Supervisory/Managerial calls when needed
- Assist the team on general questions
- Coach’s agents for quality purposes.
Customer Service Representative
Pacific Hub Corporation – Meralco Account
04.2009 - 12.2009
- Answer billing and general and product wise inquiries
- Provide assistance and customer service
- Set up service call when a customer request especially for electricity related problem
- Make sure every service call is attended promptly.
Education
Bachelor of Science - Entrepreneurial Management
06.2005 - 04.2009
Skills
Documentation review
Excellent administrative abilities
Account management
Documentation abilities
Reporting skills
Data integrity
Timeline
Fraud and Claims Representative - Credit Card Claims (Pre- Arbitration) - Wells Fargo
06.2021 - Current
Fraud and Claims Specialist - Credit Card Claims (Loss to Under Investigations) - Wells Fargo
11.2020 - 05.2021
Senior Recruitment Consultant and Special Projects Admin - HCM Nexus Inc.
03.2020 - 08.2020
Senior Recruitment Officer - TechCareers, Inc.
06.2017 - 02.2020
Sourcing Officer - TeleDevelopment Services, Inc.
09.2015 - 06.2017
Sourcing Specialist - Project Based - Alexander Mann Solutions
04.2014 - 03.2015
Executive Search Researcher - Quest Highlands Inc (Quest Philippines)
07.2013 - 04.2014
Account Specialist - Convergys
07.2011 - 07.2013
Assistant Team Leader - Healthcare Account - Affiliated Computer Services, Inc. (ACS Phils) - A Xerox Company
01.2010 - 01.2011
Customer Service Representative - Pacific Hub Corporation – Meralco Account
04.2009 - 12.2009
Polytechnic University of The Philippines - Bachelor of Science, Entrepreneurial Management
06.2005 - 04.2009