Sheryll Hermina Flores
Cebu
Summary
Accomplished Debit Card Fraud Specialist II at JPMorgan Chase with a proven track record in fraud prevention and dispute resolution. Leveraged investigation techniques and adaptive learning to reduce fraud incidents significantly, enhancing customer trust and satisfaction. Skilled in effective communication and multitasking, consistently achieving results beyond employer expectations. Experienced with analyzing transaction patterns to identify fraudulent activities. Utilizes advanced fraud detection techniques to safeguard client assets. Knowledge of industry regulations ensures compliance and enhances security measures. Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise. Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
19
19
years of professional experience
Work History
Debit Card Fraud Specialist II
JPMorgan Chase, JPMorgan Chase & Co
10.2017 - Current
- Contributed to the design of targeted marketing campaigns aimed at educating customers about protecting their financial information from phishing attempts or other scams related to payment cards.
- Developed and conducted training programs for new team members, ensuring a strong understanding of fraud detection techniques and company policies.
- Analyzed transaction data to identify emerging trends in fraud tactics, enabling proactive response to potential threats.
- Assisted in the development of new security features for debit cards, reducing vulnerability to fraud attacks.
- Reduced debit card fraud incidents by implementing effective monitoring strategies and identifying suspicious activities.
- Enhanced customer satisfaction through prompt resolution of reported fraudulent transactions and clear communication with clients.
- Streamlined the process for handling disputed transactions, resulting in faster resolutions and improved customer experience.
- Effectively communicated with customers during sensitive situations involving personal financial information and potential loss.
- Conducted thorough reviews of flagged transactions, minimizing false positives and maintaining client trust.
- Provided exceptional customer support during fraud case resolution, ensuring all concerns were addressed and clients fully understood the outcome.
- Identified assets of suspects in order to freeze and seize assets.
- Conducted interviews with suspects and filed reports of findings.
PRUDENTIAL INSURANCE = Customer Service Rep
EXL Service
01.2016 - 08.2017
- Managed high call volume while maintaining professionalism, empathy, and attention to detail in each interaction.
- Processed policy updates and changes accurately, ensuring client needs were met in a timely manner.
- Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.
- Responded to customer requests for products, services, and company information.
- Handled sensitive customer information with discretion, adhering to strict data privacy regulations at all times.
- Documented customer interactions and transactions for accurate, up-to-date records.
- Enhanced customer satisfaction by addressing and resolving insurance-related inquiries and concerns.
- Assisted customers with completing insurance documents to avoid missed information.
- Fielded customer complaints, escalating complex issues to management for resolution.
- Assessed customer needs and recommended suitable insurance policies.
- Reviewed and adjusted customer coverage levels to address, identify, and resolve customer conflicts.
- Educated customers on available discounts, promoting loyalty and policy retention through tailored recommendations.
- Conducted comprehensive policy reviews for clients, identifying gaps in coverage and recommending appropriate solutions.
FIELD SUPPORT COORDINATOR (FSC PHIL)- Supervisor A
NCR
10.2012 - 01.2014
- Managed high-volume caseloads, ensuring timely completion of tasks and effective communication with clients.
- Collaborated with interdisciplinary teams to provide comprehensive support services for clients, improving outcomes across multiple domains.
- Maintained detailed documentation of client interactions and progress toward goals, providing a clear record of care provided.
- Ensured compliance with regulatory guidelines by diligently monitoring case documentation and maintaining accurate records for audit purposes.
- Conducted thorough assessments to identify client needs and develop appropriate support interventions, resulting in improved client outcomes.
- Coordinated meetings and events for internal and external groups.
- Improved client satisfaction by efficiently addressing and resolving support issues.
AT&T = Customer Service Representative
Alorica
02.2012 - 09.2012
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
INTUIT; VONAGE; QWEST = Technical Support Represe
Stream International
06.2010 - 02.2012
- Improved customer satisfaction by efficiently diagnosing and resolving technical issues.
- Provided exceptional technical support for software and hardware, resulting in reduced downtime for clients.
- Increased efficiency with comprehensive knowledge of company products and services, allowing for quick issue resolution.
- Enabled seamless software updates by guiding users through installation processes step-by-step over phone or email communications effectively.
AT&T = Technical Support Representative
Sykes Asia
06.2008 - 05.2010
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Used ticketing systems to manage and process support actions and requests.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
- Managed high levels of call flow and responded to technical support needs.
UNITED AIRLINES = Sales Resrvtn & Travel Agent Rep
Teletech Telstra
03.2006 - 05.2008
- Arranged travel accommodations for groups, couples, executives, and special needs clients.
- Designed personalized vacation experiences based on thorough understanding of each client''s interests, budget constraints, and desired outcomes.
- Increased client satisfaction by creating customized travel itineraries tailored to individual preferences and needs.
- Provided exceptional customer service by promptly addressing concerns and resolving issues, leading to positive reviews and recommendations from satisfied clients.
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
- Streamlined booking processes for improved efficiency and reduced wait times for customers.
- Improved overall revenue by upselling additional services such as excursions, insurance, and upgraded accommodations when appropriate.
Education
Bachelor of Science - BS of Pharmacy
University of The Visayas
Banilad03.2005
Skills
- Transaction monitoring
- Adaptive Learning
- Investigation techniques
- Dispute Resolution
- Fraud prevention
- Card Security
- Fraud Detection
- Fraud prevention mastery
- Multitasking
- Multitasking Abilities
- Excellent Communication
- Active Listening
- Effective Communication
- Adaptability and Flexibility
- Decision-Making
- Relationship Building
- Self Motivation
- Conflict Resolution
- Professionalism
Call Center Agent with over 19years of customer service experience. Areas of expertise include sales
Call Center Agent with over 19years of customer service experience. Areas of expertise include sales and technical support, conflict resolution and account up-selling. Proven ability to deliver outstanding customer service, handle customer service queries within first contact, and meet department goals. Ensure client understanding of various products and services, the pros and cons and deliver prompt and professional service. Articulate, detailed oriented with team focus and customer service orientation. Detailed oriented with strong work ethic, problem-solving, communication, interpersonal and teamwork skills.
Timeline
Debit Card Fraud Specialist II
JPMorgan Chase, JPMorgan Chase & Co
10.2017 - Current
PRUDENTIAL INSURANCE = Customer Service Rep
EXL Service
01.2016 - 08.2017
FIELD SUPPORT COORDINATOR (FSC PHIL)- Supervisor A
NCR
10.2012 - 01.2014
AT&T = Customer Service Representative
Alorica
02.2012 - 09.2012
INTUIT; VONAGE; QWEST = Technical Support Represe
Stream International
06.2010 - 02.2012
AT&T = Technical Support Representative
Sykes Asia
06.2008 - 05.2010
UNITED AIRLINES = Sales Resrvtn & Travel Agent Rep
Teletech Telstra
03.2006 - 05.2008
Bachelor of Science - BS of Pharmacy
University of The Visayas
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