Dave Jhon Mayor, Customer Service Representative

UnionBank of the Philippines

Oct 2022 – Jan 2025

Manila Philippines

Digital Banking Support Officer

Effectively managed cases related to checking, savings accounts, and credit cards, delivering expert personalized assistance and support for the client's account and card management. Reviewed and validated dispute-related forms, documents, and supporting evidence for both reported authorized and unauthorized transactions. Conducted thorough analyses to assess the validity and nature of claims as the lead investigating officer, ensuring accurate and efficient resolution by handling business groups. Proactively monitored accounts and transactions and confirmed with clients of any suspicious transactions and activities to both accounts and credit cards by executing thorough investigations on system-detected unusual transactions to safeguard customer assets. Verified and escalated reported scams and mule activities on accounts, collaborating with fraud management to mitigate risks and freeze accounts for potential fund recovery. Worked closely with cross-functional teams to implement innovative digital initiatives and fraud detection systems, ensuring seamless customer experiences for valued clients.

Shopee Philippines

Oct 2021 – Oct 2022

Manila Philippines

Senior Analyst

Resolved complex seller/buyer disputes through thorough investigations, ensuring fair and timely resolutions while maintaining overall user satisfaction. Monitored accounts for potential scams and fraud, proactively identifying suspicious activity and processing appropriate risk classification of accounts to ensure readiness within internal teams and protection for Shopee users. Created and managed cases to ensure concerns were properly endorsed and addressed by the correct teams, streamlining case resolution and providing a seamless experience. Appointed as the subject matter expert (SME) for dispute resolution and escalations, handling internal endorsements and ensuring justifications were clearly communicated to other business units for elevated cases. Trained in both the Philippines and India’s trade and industry compliance regulations, focusing on buyer protection and e-commerce laws, ensuring adherence to legal standards in dispute resolution processes.

google

May 2019 – Jan 2021

Manila Philippines

Technical Support Representative

Provide expert technical assistance to customers through various channels such as phone, email, chat, or in-person interactions, ensuring prompt and effective resolution of issues related to Google products and services. Investigate and diagnose complex technical issues, leveraging advanced troubleshooting techniques and tools to identify root causes and implement appropriate solutions. Serve as a subject matter expert for specific Google products or technologies, developing in-depth knowledge and staying updated on features, updates, and best practices to provide comprehensive support to customers. Create and maintain technical documentation, knowledge base articles, and troubleshooting guides to empower customers and support agents in resolving common issues independently. Collaborate with cross-functional teams including engineering, product management, and operations to escalate and resolve complex technical issues, providing timely updates and resolutions to customers. Advocate for customers by identifying trends, recurring issues, and pain points, and providing feedback to product teams for continuous improvement and enhancement of Google products and services. Provide training, mentorship, and knowledge sharing to support agents and new hires, fostering a culture of continuous learning and excellence in technical support delivery.

Amazon Customer Care

Oct 2017 – Jan 2019

Manila Philippines

Customer Service Representative

Provide exceptional customer support for Amazon Ecommerce customers, assisting with order inquiries, account management, shipping, returns, and product inquiries across various communication channels. Offer specialized support for Amazon Devices, including Kindle, Echo, Fire TV, and other hardware products, addressing technical issues, setup assistance, troubleshooting, and product functionality inquiries. Demonstrate expert knowledge of Amazon's Ecommerce platform and Devices, staying updated on product features, promotions, and policies to provide accurate and timely assistance to customers. Handle customer concerns and escalations efficiently, employing effective communication and problem-solving skills to resolve issues and ensure customer satisfaction. Collaborate closely with internal teams, including logistics, technical support, and product development, to address customer feedback, improve processes, and enhance the overall customer experience. Utilize various tools and systems to access customer account information, track orders, process returns, and provide personalized support tailored to each customer's needs. Adhere to Amazon's service level agreements (SLAs), quality standards, and performance metrics to meet or exceed targets for customer satisfaction, response time, and resolution rate, while upholding the company's reputation for exceptional customer service.

Dave Jhon Mayor

Customer Service Representative

Skills

Languages