CHARMAGNE P.

MANALO
INSERT
PICTURE
HERE CONTACT NUMBER: +63 927-631-4893
EMAIL ADDRESS: charmagne.manalo06@gmail.com
ADDRESS: Unit 4L, 4th Flr. BMI Bldg. Brgy. Pinagkaisahan, Makati City

OBJECTIVE

“To embrace challenges: a career path that will scrutinize my potentials, utilize my skills for
achieving the target and bring out innovative ideas and creativity in fulfilling assigned tasks and to have a
good foundation and work experience in the field of Banking and Financial Services.

EMPLOYMENT BACKGROUND

 Fraud Security Specialist II August 2016 to March 2018

JP Morgan Chase Bank Inc.

 Handle fraud related cases from Fraud Analysis, Fraud Verification and Fraud Account
Resolution.
 Conduct thorough research and investigation on client’s accounts with disputes and fraud
issues and provide timely resolution.
 Provide assessment whether an online or personal activity /banking transaction was a
fraud or legit transaction.
 Create report and real time update on the line of business mainframe.
 Administer fraud prevention and recovery loss.
 Process chargeback, merchant disputes and card replacement.
 Audit daily IT policy adherence and track IT related machine issues.
 Mentor newly hired specialists and specialists applying for different LOBs.

 Work Force Management Associate August 2015 to May 2016

Teletech Philippines
 Prepares intraday reports on staff attendance.
 Reconciles attendance daily with employee timesheets against schedule and time in/time
out reporting.
 Manages changes to scheduling to ensure adequate daily resource coverage.
 Communicate with management and operations team to ensure compliance with company
standards.
 Maintain running report of attendance incidents.
 Ensures hours are accurately accumulated and categorized in a format compatible with
company and department payroll procedures.
 Analyze PTO submissions and approve/deny based on their effect on operations.
 Monitor attendance and schedule adherence.
 Processes schedule trade requests for posted schedules
 Processes management requests for modifications of scheduling events
(meetings/training, etc.)
 Customer Service Associate January 2011 to August 2015
Teletech Philippines
 Provide Phone, Chat and Email Support
 Prepares for customer inquiries by studying products, services, and customer service
processes.
 Responds to customer inquiries by understanding inquiry; reviewing previous inquiries and
responses; gathering and researching information; assembling and forwarding
information; verifying customer's understanding of information and answer.
 Records customer inquiries by documenting inquiry and response in customers' accounts.
 Improves quality service by recommending improved processes; identifying new product
and service applications.
 Updates job knowledge by participating in educational opportunities.
 Accomplishes customer service and organization mission by completing related results as
needed.

SKILLS AND INTERESTS

LANGUAGE and COMMUNICATION:

 Speaks English and Filipino fluently
 Can communicate in English verbally and online
 Capable of assisting clients worldwide: over the phone, through chat or email
 Experienced in providing support towards clients from countries all over the world. Preferably
North American Business Units and Asia Pacific Region
 Highly capable of doing Talks, Orientation based on given topic and/or information

OPERATING SYSTEM FAMILIARITY:

 Windows XP, Vista and Windows 7, Windows 8 (both 32 and 64 bit)
 Android OS and iOS
 Apple Mac OS

OTHER SKILLS:

 Experienced in teaching Basic English and Religion (Catechism) to pre-school and Elementary
students.
 Experienced in Private Tutorial (English, Science, Math etc.) in children from St. Paul College,
Makati.
 Highly experienced in doing Research, Term Paper, and Case Studies.
 Experienced in Project Management and Event Organizing

EDUCATION

 Tertiary Urdaneta City University

Bachelor of Science in Nursing
2005 – 2009
 Secondary Benigno V. Aldana National High School
Pozzorubio, Pangasinan
2001 - 2005
 Primary Alipangpang Elementary School
Pozzorubio, Pangasinan
1995 - 2001
PERSONAL INFORMATION

 Date of Birth: June 14,1988

 Age: 30
 Civil Status: Single
 Gender: Female
 Weight: 110 lbs.
 Height: 5’4”
 Citizenship: Filipino
 Religion: Roman Catholic

REFERENCES

Pia Lanuza
Manager, JP Morgan Chase Bank, N.A.
0908-865-9086

Andrew Valle
Manager, Teletech PH
0917-849-0910

Mary Ann G. Mendoza

ISO/DPO, Malayan Bank Savings and Mortgage Bank
0921-627-9673

I hereby certify that the above information is true and correct to the best of my knowledge and belief.

Signed:

Charmagne P. Manalo