Customer Service Representative
Metro Manila
Detail-oriented professional with 11 months of experience supporting an Australian financial account at Concentrix. Skilled in administrative support, data entry, record management, and client communication. Managed up to 8 simultaneous chats while maintaining a 95% QA score and resolved sensitive fraud and dispute cases with accuracy and professionalism. Eager to apply strong organizational and multitasking skills.
Concentrix, full_time
Sep 2025 to Aug 2026
• Investigated suspected fraud and scam cases using internal systems, third party tools, and customer-provided evidence • Mastered multichannel communication, maintaining a 98% satisfaction rating while simultaneously managing complex fraud cases via live chat and voice • Managed a high-volume fraud support queue, handling approximately 50 inbound calls and 100+ outbound calls daily related to suspected fraud, scams, and unauthorized transactions. Simultaneously supported up to 8 live chat customers and resolved 20+ chat cases per day.
Concentrix, internship
Sep 2024 to Apr 2025
Replaced and upgraded hardware components, including cables, HDD, RAM, system boards, and peripherals. Re-imaged system units using Acronis to prepare and restore devices. Integrated computers into the domain and installed required security software. Created and updated support tickets using Solvnow to document incidents and requests. Performed inventory of received IT equipment and materials