Currently working for JPMorgan Chase Bank Philippines for more than 5 years Currently a Senior Specialist II – Inventory Management – Debit Card Claims, Fraud, Claims and Disputes Dept. Has 4 Years hands-on Experience on Key Result Areas with Jollibee Foods Corporation  Profit Generation, Sales Building,& Cost Management Operation Efficiency & Total Customer Satisfaction Is Target Oriented and with a High Level of Motivation for Excellence Is Assertive and Confident in presenting ideas to people at all levels of the Organization Is an Engineering and Management Major - Graduate

1. Engr.JAMES S. DELEÑA
0998 564 8713
jamesdelena@yahoo.com.ph
Summary of Qualifications
Currently working for JPMorgan Chase Bank Philippines for more than 5 years
Currently a Senior Specialist II – Inventory Management – Debit Card Claims, Fraud, Claims and Disputes Dept.
Has 4 Years hands-on Experience on Key Result Areas with Jollibee Foods Corporation
 Profit Generation, Sales Building,& Cost Management
Operation Efficiency & Total Customer Satisfaction
Is Target Oriented and with a High Level of Motivation for Excellence
Is Assertive and Confident in presenting ideas to people at all levels of the Organization
Is an Engineering and Management Major - Graduate
Educational Profile
Industrial and Management Engineering Graduate – March 2006
Bachelor of Science in Industrial and Management Engineering
Western Mindanao State University, Zamboanga City, 7000, Philippines
Professional Background
JPMorgan CHASE Bank N.A. (2011 to 2016)
23/F Net Plaza Bldg., 31st
St. E Square Zone Crescent Park West,
Bonifacio Global City, Taguig City, 1632, Philippines
Senior Specialist II
Inventory Management– Debit Card Claims, Fraud Claims and Disputes Department, CCB
February 17, 2011 to Present
Responsibilities
Mitigate loss by reviewing, analyzing, and investigating all debit cards claims
Decide whether to pay claims or deny claims is in accordance with Regulation E
Ensure that customers are properly reimbursed for the disputed transactions and or fees in a timely manner
Specialize in handling claims of affluent customers, high dollar claims, military claims, possible abused
customer claims, possible compliance risk claims and all aging claims
Conduct a professional interview with the customer to obtain relevant and key information surrounding the
unusual activity of their account
Initiate recovery efforts through the Chargeback process
Report or escalate any new suspicious trends or schemes to upper management
Submit propositions and recommendations on system and process improvements
Daily report understanding; knowledge of Quality Monitoring and tracking processes
Evaluate, determine and close accounts of abusive or high risk customers
Development Center Coach – Department Job Enrichment Program
Relief Team Lead- 6 Months, April 2014 to Sept 2015
Fraud Hotline Crossed Trained to Handle Debit Card Claims Calls
New Hire Coach and Subject Matter Expert,IM Wave 9 -February 09 to March 20, 2015
New Hire Coach and Subject Matter Expert, IM Wave 11- March 23 toApril 17, 2015
New Hire Coach and Subject Matter Expert, IM Wave 14–June 15 to July 03, 2015
Responsibilities
These responsibilities include but are not limited or exclusive to:
Provide guidance, coaching, development and leadership to Claims Analysts.
Conduct performance evaluations and manage discipline issues effectively.
Consistently execute policies and procedures and ensure compliance to minimize financial loss.
Act as escalation point for staff with customer issues to ensure service quality resolution; effectively hire and
retain qualified staff; and perform required quality monitoring.
Manage productivity and schedule adherence to ensure high quality of service is provided and obtained.

2. Trainings & Certificates
Team Management - Harvard ManageMentor - 01/30/2013 (JPMC)
Stress Management - Harvard ManageMentor - 05/06/2013 (JPMC)
Leading and Motivating - Harvard ManageMentor - 04/02/2014 (JPMC)
Team Leadership - Harvard ManageMentor - 05/03/2014 (JPMC)
Difficult Interactions - Harvard ManageMentor - 05/05/2014 (JPMC)
IBM Global Process Services (2009 to 2011)
2/F Edsa Square Bldg, Sto. Cristo St., cor Shaw Blvd.
Mandaluyong City, 1554, Philippines
Service Director - Escalations
Web Support Department - United Airlines (September 04, 2009 to February 15, 2011)
Manages all stages of Airline bookings and reservations; Assisting customers who encounter problems in
obtaining booking or operating self service equipment.
Handles customer escalation, resolves all customer’s concerns and issues
Helps develop their teams’ technical knowhow by providing product training and update huddles
Hold 1-on-1 and group discussions with direct reports
Jollibee Foods Corporation (2005 – 2009)
Freemont Foods Corporation, Zamboanga City, 7000, Philippines
Store Operations Manager
January 27 2005 to May 31, 2009
Key Result Area: Overall Store Management
Accountable for all Company Investments and Assets on site, worth 30 Million. Ranging from Land,
Building, Inventory, &Equipment
Prepares the Stores Business Plan for the Year
Manages, Prepares and is Accountable for the Store's Sales and overall Performance
Responsible for Setting Cost Saving Parameters to Control all Cost Components
Responsible in Manning Managers, Service Crew and all Store Personnel.
Responsible for Generating the Annual Sales Target of 1.2 Million for 2009.
In-charge of ensuring that the Annual Net Income target of 7% increase is met.
Sets and implements Strategies and Measures to achieve Profit and Sales Targets
Responsible for all In-store Sales Building Promos and Activities
Conducts Tactical Outside Sales Call & Telemarketing to augment Sales Initiatives
Key Result Area: Profit Generation and Sales Building
Responsible for Generating the Annual Sales Target of 1.2 Million for 2009.
In-charge of ensuring that the Annual Net Income target of 7% increase is met.
Sets and implements Strategies and Measures to achieve Profit and Sales Targets
Responsible for all In-store Sales Building Promos and Activities
Conducts Tactical Outside Sales Call & Telemarketing to augment Sales Initiatives
Personal Profile
Address : Unit B, 5/f, 438 Martinez St. cor Fabella st, Plainview Mandaluyong City, 1550
Contact Number: 09985648713 Email Address: jamesdelena@yahoo.com.ph
Age: 32 years old Birth Date: July 03, 1983
Nationality: Filipino Birth Place: Zamboanga City, Philippines.
Marital Status: Single

3. Character References
JPMorgan CHASE Bank N.A.
LEILANI BARCELONA REUBEN REYES
Senior Specialist II Team Leader
Inventory Management, Claims, CCB Debit Card Claims Department, CCB
JPMorgan CHASE Bank N.A. JPMorgan CHASE Bank N.A.
09060091883 09352146609
IBM Global Process Services
ANGELO MALLORCA THERESE CAL-GUIJO
Product Trainer Quality Assurance Coach
Concord/Dotcom Support Dept. Concord/Dotcom Support Dept.
IBM Global Process Services IBM Global Process Services
09065024458 09051781714
Jollibee Foods Corporation
ERLINDA C. QUINTOS LYNDON JOHN A. SUAREZ
Area Manager Area Manager
Jollibee Zamboanga, Area 3.2 Jollibee Zamboanga, Area 3.1
Freemont Foods Corporation Freemont Foods Corporation
09189075259 / 09157929220 09189632205