Jobell Dela Cruz
Makati City, Metro Manila
Summary
Proven Dispute and Fraud Specialist with a track record at American Express, adept in fraud detection and offering exceptional customer care. Excelled in risk assessment and conflict de-escalation, significantly enhancing customer trust and satisfaction. Skilled in leveraging investigation techniques to safeguard assets and streamline the sales process, achieving monthly targets through effective case management.
Fraud specialist skilled in risk assessment and fraud detection. Adept at analyzing complex data and identifying suspicious activities. Known for strong teamwork and adaptability in dynamic environments. Possess critical thinking, problem-solving capabilities, and excellent communication skills.
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
9
9
years of professional experience
Work History
Dispute and Fraud Specialist
American Express, AMEX
07.2022 - 06.2024
- Investigate disputes, look for documentation of a purchase, determine whether there was fraud, and validate the chargeback if appropriate.
- Processes disputes within regulatory timeframes, and promptly provides provisional credit. Accepts cardholder disputes by phone, ensuring that outstanding service is provided.
- Monitor transactions, accounts, and activities for suspicious or fraudulent behavior using various detection tools and techniques.
- Provides professional advice on credit requirements, products features and benefits of credit cards. Develops and expands on new customer base and cards deals through referrals provided to achieve monthly sales targets.
Customer Service Professional
Sitel Philippines
07.2015 - 03.2022
- Delivered exceptional support during peak periods, effectively managing high call volumes without compromising service quality.
- Facilitated customer retention by providing timely follow-ups on pending issues and ensuring satisfactory resolutions.
- Implemented best practices in complaint handling, reducing escalations and ensuring prompt problem resolution.
- Improved operational efficiencies while managing customers requests, store inventory, transactions, new purchase orders, and pricing needs.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Education
No Degree - Bachelor of Science in Business Management
STI College of Paranaque
Paranaque City03-2014
High School Diploma -
Pasay City South High School
Pasay, Metro Manila, Philippines03-2012
Skills
- Fraud detection
- Risk assessment
- Data analysis
- Case management
- Sales process
- Customer care
- Conflict de-escalation
- Investigation techniques
Accomplishments
- Subject matter expert with Sitel from 2016 to 2018
- Quality Analyst Resource with Sitel from 2018 to 2019
- Coach Track Trainee with Sitel from 2019 to 2022
- US CEN Mr. Diversity 2023 1st Runner UP
- DGT Men's Volleyball Team Champion (Mythical 5 and Best Blocker)
Timeline
Dispute and Fraud Specialist
American Express, AMEX
07.2022 - 06.2024
Customer Service Professional
Sitel Philippines
07.2015 - 03.2022
No Degree - Bachelor of Science in Business Management
STI College of Paranaque
High School Diploma -
Pasay City South High School
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