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JASON SANCHEZ MADRIDANO CV V2

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JASON SANCHEZ MADRIDANO CV V2

  1. 1. JASON SANCHEZ MADRIDANO Block 8, Lot 6, Stage 5, Surigao Street, Macaria Village, Biñan, Laguna Philippines 4024 Telephone No. 02-918-9890 Mobile No. 0905-339-7994 jason.s.madridano@chase.com jason_madridano@yahoo.com.ph OBJECTIVE: To obtain a competitive position relevant to my qualifications and experience in a reputable company where intellectual development and professional growth are ensured. Over 3 years worth of collective experience as a Team Leader in a Customer Service environment. Team Leader JPMorgan Chase & Co. Credit Card Services, Fraud Recovery and Support February 2014 – Present Main Duties: Credit Card Fraud Recovery is responsible for processing and resolving customer claims and inquiries related to non-fraud and fraud related transactions on Chase Credit Cards.  Ensure customer concerns are addressed the soonest time possible  Process Owner. Responsible in ensuring that procedures in place for process/es assigned are in compliance with U.S. Bank Regulations  Manage a team of up to 16 Customer Service Specialists  Create team strategies on a regular/daily basis to ensure team goals are met (Productivity and Quality, etc.)  Provide regular coaching and feedback sessions to team members to ensure continuous performance improvement  Develop skills of direct reports to prepare them for future career advancement  Reports team performance on a regular basis Relief Team Leader JPMorgan Chase & Co. Credit Card Services, Fraud Recovery and Support July 2013 – February 2014 Main Duties
  2. 2. Credit Card Fraud Recovery is responsible for processing and resolving customer claims and inquiries related to non-fraud and fraud related transactions on Chase Credit Cards.  Ensure customer concerns are addressed the soonest time possible  Process Owner. Responsible in ensuring that procedures in place for process/es assigned are in compliance with U.S. Bank Regulations  Manage a team of up to 18 Customer Service Specialists  Create team strategies on a regular/daily basis to ensure team goals are met (Productivity and Quality, etc.)  Provide regular coaching and feedback sessions to team members to ensure continuous performance improvement  Develop skills of direct reports to prepare them for future career advancement  Reports team performance on a regular basis Customer Support Specialist JPMorgan Chase & Co. Credit Card Services, Fraud Recovery Support – Post Customer Service Division March 2013 – June 2013 Main Duties: Review customer fraud claims on chargeoff (CO BD) accounts. Initiate customer contact to verify information regarding the claim. Responsible for resolving customer’s fraud claim by analyzing and validating proof of liabilities found related to the claim. Accomplishments:  Corroborated with the conceptualization and creation of the New Post CSD Prodsheet which aims to minimize pend related errors and regulate the tracking of accounts worked by the Post CSD Team. Customer Support Specialist JPMorgan Chase & Co. Credit Card Services, Fraud Recovery Support – Card Member Services Referrals January 2012 – February 2013 Main Duties: Refer Customer disputes to Fraud or vise versa when there are unauthorized transaction(s) on the Customer's account or when the Customer did not apply for the account. Investigate cases to minimize potential losses and improve recovery rate achieved through charge backs, working directly with merchants, merchant banks and other departments within the company and reviewing account activity with cardholders to identify save opportunities. This involves following Visa and MasterCard rules and
  3. 3. regulations in processing transactions. Analysts also assess validity of fraud claims by reviewing all pertinent information to the case and analyzing customer transaction patterns or history. Also establish contact with card members, merchants and third parties for challenge or re-bill opportunities. Responsible for achieving team and individual performance standards such as efficiency, customer connections, policy and procedure adherence, error free rate and variance. Make recommendations to management with regard to fraud trends, workflow, and strategy revisions to consistently improve the Referral function. Accomplishments:  Conceptualized and created The CMS Referral Pend Tracker which minimized pend related errors and improve CMS Referral Audits Error Free Rates to within the threshold (above 95%).  Back-up auditor for CSO063 Letter Follow-Up Audit.  Alacrity Award recipient.  Submitted a Project Proposal called “DBP & FRAUD PROCESS ALIGNMENT” (on hold).  Promoted to Risk Management Analyst II in September 2012 for being within the Top 20% of the population (Fraud Recovery and Support) based on overall performance. Risk Management Analyst JPMorgan Chase & Co. Credit Card services, Fraud Recovery February 6, 2011 – December 2011 Main Duties: Investigate cases for recovery opportunities achieved through charge backs, working directly with merchants, merchant banks and other departments within the company and reviewing account activity with cardholders to identify save opportunities. This involves following Visa and MasterCard rules and regulations in processing transactions. Analysts also assess validity of fraud claims by reviewing all pertinent information to the case and analyzing customer transaction patterns or history. Also establish contact with card members, merchants and third parties for challenge or re-bill opportunities. Responsible for achieving team and individual performance standards such as efficiency, customer connections, policy and procedure adherence, error free rate and variance. Make recommendations to management with regard to fraud trends, workflow, and strategy revisions to consistently improve the Recovery function and increase recovery rate.
  4. 4. Chargebacks Advisor JPMorgan Chase & Co. Credit Card Services, Disputes-by-phone April 9, 2010 – January 2011 Main Duties: Handle calls from customers reporting unrecognized or unauthorized credit card transactions. Initiates, analyzes and resolves customer claims with the goal of preventing loss to the customer and to Chase. Team Leader (Chase Team Manager equivalent) Bigpond Wireless Teletech Philippines October 2008 – December 2009 Main Duties: Responsible for managing a team of up to 20 Customer Service Representatives. Constantly coach, motivate and influence performance improvement. Interact with all levels of management. Accomplishments:  One time Team Leader of the Month in 2009.  Six Sigma Whitebelt Trained. Personal Service Representative Retail Online and Mass Retail Genpact Wachovia March 2008 – September 2008 Main Duties: Handle customer calls pertaining to their online access to their savings account, reset their online access password, send and activate their ATM cards. Accomplishments:  Assigned as Process Training Assistant in August 2008
  5. 5. Customer Service Representative Tribune Publishing APAC Customer Service Philippines April 2007 – December 2007 Main Duties: Customer Service Representative for The Hartford Courant. Handle customer calls pertaining to their account, delivery of merchandise (newspapers and/or other printed materials), and billing queries. Customer Service Representative US 411 / UK 118-118 Directory Assistance INFO-NXX Philippines Inc. June 2003 – April 2007 Main Duties: Customer Service Representative for the U.S. and U.K. markets. Handle customer calls regarding residential and business phone number listings. Accomplishments:  Sent by the company to the U.K. for Focus Group Discussions and to tour as part of a team incentive for top performance.  Appointed to the Elocution Mentor Team. EDUCATIONAL BACKGROUND: Tertiary 1999-2003 (Undergraduate) SAINT LOUIS ANNE COLLEGES B.S. in Computer Science (Programming) San Pedro Laguna SECONDARY 1993-1997 ST. LOUIS ANNE ACADEMY San Pedro Laguna ELEMENTARY March 1993 PC1ES San Pedro Laguna
  6. 6. PERSONAL DATA: AGE: 34 CIVIL STATUS: Married BIRTHDAY: November 10, 1980 RELIGION: Catholic SEX: Male HEIGHT: 5’11” Citizenship: Filipino WEIGHT: 176 lbs CHARACTER REFERENCE: Available upon request

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