Jane Mae Castro
Rockdale,NSW
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
10
10
years of professional experience
Work History
Supervisor
Messina
Randwick, NSW
10.2023 - Current
- Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflows.
- Complied with company policies, objectives and communication goals.
- Coordinated employee schedules according to shift changes and availability.
- Reviewed completed work to verify consistency, quality and conformance.
- Responded to customer questions regarding products, prices and availability.
- Resolved customer complaints and adjusted policies to meet changing needs.
- Maintained positive working relationship with fellow staff and management.
- Identified needs of customers promptly and efficiently.
Fraud and Risk Analyst
Concentrix
Quezon City, Philippines
05.2017 - 03.2023
- Analyzed and monitored customer accounts for suspicious or fraudulent activity.
- Investigated and reported on potential fraud cases.
- Developed risk mitigation strategies to reduce the likelihood of future fraud incidents.
- Assisted in developing policies, procedures, and protocols to prevent fraud and protect company assets.
- Identified areas of risk exposure and implemented controls to minimize losses due to fraud.
- Reviewed financial documents for discrepancies or irregularities related to fraudulent activities.
- Provided technical support in the investigation of suspected fraudulent transactions.
- Performed background checks on new customers to detect any potential risks associated with them.
- Analyzed data from multiple sources such as credit card companies, banks, and payment processors for suspicious activity.
- Monitored systems logs for unusual behavior that may indicate attempted or successful attempts at unauthorized access.
- Determined existing fraud trends by analyzing accounts and transaction patterns.
- Tracked chargeback activity to identify best practices for determining fraud.
- Conducted reviews of flagged transactions and reports that showed potential suspicious activity.
Customer Support Associate
Techmahindra
Quezon City, Philippines
09.2014 - 03.2015
- Resolved customer inquiries in a timely manner.
- Identified opportunities to improve customer service processes.
- Developed strategies for resolving difficult customer situations.
- Analyzed customer service trends and created solutions to address them.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
Education
Bachelor of Science - Hotel And Restaurant Management
Central Mindanao University
Maramag, Bukidnon04-2013
Skills
- Staff Management
- Process Improvement
- Training and mentoring
- Goal-Oriented
- Interpersonal Skills
- Experience in leadership
- Effective Communication
Timeline
Supervisor
Messina
10.2023 - Current
Fraud and Risk Analyst
Concentrix
05.2017 - 03.2023
Customer Support Associate
Techmahindra
09.2014 - 03.2015
Bachelor of Science - Hotel And Restaurant Management
Central Mindanao University
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