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
