03 May 2008

Qualified Credit Risk Management Analyst II (Fraud)

Unit C-1 Jose Building, 2-B Ponte Street, La Paz Village, Makati City, 1204 Phils.



Relevant Work Experience

 Risk Management Analyst II (March 9, 2006 to present)
JP Morgan Chase Bank, N.A. (Credit Card Services Division)
14/F, PhilamLife Tower, Paseo de Roxas Avenue, Makati City

Responsibilities/Experience Gained:
• Works to minimize credit losses that result from customer fraud, wherein such activities contribute to profitability of the organization via increased revenues, and assists in the development of others.
• Analyzes customer transaction patterns to detect fraudulent activity; contact cardmembers to verify possession and activity; provide customer service via handling inbound calls; review new accounts for possible fraud; make recommendations to the management with regard to fraud trends, workflow, and strategy revisions to improve fraud detection rates.
• Demonstrates advanced judgment capability and regularly exercises judgment, being able to work independently from supervisor on complex matters; also possesses strong analytical skills and attention to detail.
• Ensures cardholders’ fraud accounts are resolved on time and their concerns are met or addressed without discounting quality service.
• Part of “TORQUE”, a Performance Improvement Team responsible for the Peer Mentoring Program by assisting in new hire and refresher training for all new and existing analysts, as well as cascade relevant updates and/or training flashes for the entire floor; also performs duties and work ad hoc projects as assigned.
• Works to identify potential issues at work and recommend changes.
• Contacts cardholders and/or merchants as necessary for compliance and support to the investigation process.
• Assists the team in meeting the objective goal set by the Team Manager by keeping the recovery rate/amount metric close to mark.
• Occasionally does inbound customer service support by referring cardholders to specific RMAs assigned to their accounts as per requirement, while ensuring optimum customer service is provided.
• An active team player, maintaining good relation with team members and assisting or addressing concerns related to their cases worked.
• Also able to disseminate information or communication relevant to the process amongst team members for better team productivity.


 Customer Service Representative – Lead (March 1, 2004 to February 6. 2006)
ICT Marketing Services, Inc. (Panasonic Account)
19/F, RCBC Plaza Tower 2, Ayala cor. Sen. Gil Puyat Avenues, Makati City

Responsibilities/Experience Gained:
• Worked indirectly as a banker, handling inbound credit card applications through phone for customers of JP Morgan Chase, N.A.
• Laterally transferred to the Panasonic pioneer account, handling technical support assistance.
• Assists new hires with product-related issues while on call as a floor support or Subject Matter Expert (SME).


 e-Rep (March ‘03 to March 1, ‘04)
PeopleSupport, Inc. (Expedia Account)
12/F, PhilamLife Tower, Paseo de Roxas Avenue, Makati City

Responsibilities/Experience Gained:
• Worked mainly as an inbound travel specialist for customers of Expedia.com (our top client) with regards to their travel plans, itineraries, etc. specifically on flight, hotel, car and vacation package issues.

 Medical Representative (January ’01 to September ‘03)
Zuellig Pharma Corporation (Fresenius Kabi Division)
Sen. Gil Puyat Avenue, Makati City

Responsibilities/Experience Gained:
• Managing territorial base business, conducting promotional activities, etc. within an assigned geographical region.
• Responsible for the sales process from initial point of contact, presentations, proposals, through contract negotiations and execution.
• Met or exceeded minimum monthly, quarterly and annual sales objectives.

Education 1994 – 1999 Misamis University Ozamiz City

 Degree Earned: Bachelor of Science in Physical Therapy
 Date Graduated: March 12, 1999
 Academic Honors:
1994–1995: Full-tuition Scholarship (Teacher’s List)
1995–1996: Full-tuition Scholarship (Dean’s List)
1996 (1st Sem.): Half-tuition Scholarship (Teacher’s List)

 Extracurricular Activities:
1997–1998: Student Council Treasurer (PT/OT Dept.)
1995–1998: Chapel Choir Member

Achievements / Citations with Chase


 Chase Champions “Catalyst for Change” Nominee (2nd Quarter Release 2006)
Signed by: Richard Shrednicki
 Consistently on the “Top 5” ranking for Team Recovery Rate, Recovery in Dollars and Variance
 Recognized as the “Top Road Racer”, getting the Highest Recovery in Dollars for the month of April
 Achieved 100% OTO (QA) Score for 3 consecutive months (Feb-April 2007)
 Achieved zero CARDS referral for the months of Feb-March and Jul-Nov 2007
 Sub-team Manager (Team Chrysler)
Seminars / Trainings Attended
 Territory Management Training (January 10-11, '02)
by: Mr. Jorge Sta. Maria — Career Systems, Inc.
 Others, course- and job-related.
Skills
 Skilled in the use of internet, software applications including PowerPoint, Word and Excel.
 Excellent oral and written communication
 Others, course-related.
Personal Data
 Nickname: Happy
 Age: 30 yrs. old
 Date of Birth: May 20, 1977
 Height/Weight: 5 ft. 4 in.; 118 lbs.
 Civil Status: Single
 Citizenship: Filipino
 Physical Condition: Excellent
 Languages Spoken: English (Fluent); Filipino and Cebuano (Native Speaker)
 Hobbies: Reading Books, Listening to Music, Dancing, and Swimming
Character References
 Ms. Wayne Policarpio
Team Manager (CCS - Fraud Recovery Process)
JP Morgan Chase Bank, N. A.
+63916-262-5336

 Ms. Arma Charisse Fabia
Team Leader (Panasonic Account)
ICT Marketing Services, Inc.
+63916-755-1985

 Others; available upon request.