Maria Angelie Oro, Customer Service Agent

Experience

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.

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.

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

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

Accenture

Dec 2017 – Sep 2018

Philippines

Retentions Specialist

- Maintain and retain customers by utilizing key relationship building skills and effective customer service techniques.

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.

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

Informatics Computer Institute

Jun 2009 – Apr 2011

Bachelor's Degree, Information Technology

Maria Angelie Oro

Customer Service Agent

Skills

Languages