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Maria Angelie Oro

Customer Service Agent

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Intro
Philippines
Studied Information Technology at Informatics Computer Institute
Joined April 13, 2025

Skills

Languages

English
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Intermediate
Tagalog
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Fluent
Experience
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JP Morgan and Chase
Apr 2023 – Mar 2025
Philippines
Fraud Specialist
- Correspond with customers through inbound calls regarding transactions on their accounts such as fraud investigation, payments, loans, charges/fees, interest rates, rewards and other issues. - Identify fraud trends, procedure and strategy opportunities that will improve fraud prevention and customer satisfaction. As needed, may be cross-trained for other fraud processes such as specialized queues and fraud prevention functions. - Assist customers in filing disputes on their debit card/bank account and provide details and updates about existing claims within the agreed service levels.
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Accenture
Mar 2022 – Nov 2022
Philippines
Chat Support Specialist
- Provide best-in-class customer service and problem resolution to customer queries over chat based service. - Assist customers with order management queries, account issues, product inquiries and provide functional and/or technical support for resolution of customer problems, incidents, issues, requests and queries. - Ensure proper documentation, notification, escalation, and tracking and follow up of all incidents.
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Accenture
Jul 2019 – Apr 2022
Philippines
Chat Support SME
- Liaise with other support teams, or product teams as required to resolve requests/issues in a timely manner. - Ensure proper documentation, notification, escalation, and tracking and follow up of all incidents. - Assist agents with customer queries and take escalations whenever necessary through chat based system
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Accenture
Oct 2018 – Jun 2019
Philippines
Compliance Officer
- Facilitate remediation of audit findings by training staff to make course corrections and prevent future violations. - Working with leadership to provide adequate information to staff to ensure that they have the requisite information and knowledge of regulatory issues and requirements to carry out their responsibilities in a lawful and ethical manner
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Accenture
Dec 2017 – Sep 2018
Philippines
Retentions Specialist
- Maintain and retain customers by utilizing key relationship building skills and effective customer service techniques.
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Accenture
Oct 2015 – Nov 2017
Philippines
Customer Service Representative
- Assist customers with account issues and inquiry, billing concerns, technical issues and provide functional and/or technical support for resolution of customer problems, incidents, issues, requests and queries.
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Stream Global Services
Jul 2014 – Apr 2015
Philippines
Technical Support Specialist
- Handle questions via phone addressing hardware, software, or internet related issues. - Diagnosing & providing a path to resolving various technical issues.
Education
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Informatics Computer Institute
Jun 2009 – Apr 2011
Bachelor's Degree, Information Technology