Cherry Mae Cantara

Resolution Desk Specialist II

Coinbase

May 2022 - Current (4 years)

• Safety: Monitoring and analysing threats to the platform, including fraud, cyberattacks, and other security risks. • Identity: KYC (know your customer) implementing and managing processes to verify user identities in compliance with AML regulation. • Ensuring compliance, Coinbase adheres to all relevant laws and regulations, including those related to financial services, data protection, and cybersecurity. • Responsible for answering escalated issues from our frontline agents. • Have foundational knowledge of everything related to blockchain, cryptocurrency, NFTs, web3, and the metaverse. • Have used Dapps, exchanges, and other Web3-related products. • Proficient in using Salesforce, Blockchain Explorer, and JIRA. • Resolved our f

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Fraud Prevention Specialist

JP Morgan Chase & Co

Jan 2021 - Jan 2022 (1 year 1 month)

• Identifying and resolving fraud-related issues for customers. • Working as an inbound and outbound specialist. • Reviewing and investigating credit card applications for consumers and businesses. • Upskilled to document reviewer to identify and review supporting documents to resolve large discrepancies. • Provide best-in-class customer service via phone by resolving discrepancies to prevent fraudulent activities. • Responsible for conducting escalation call backs referred by the supervisor, making outbound calls, and resolving escalated issues. • Documented all fraud investigations and outcomes, creating a knowledge base for future reference.

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Quality Compliance Analyst

EXL Service Philippines, Inc

Jan 2019 - May 2021 (2 years 5 months)

• Audit and evaluate calls for technical accuracy and observable soft skills. • Being responsible for reviewing AIM (All Ideas Matter) for process and business improvements. • Having knowledge of Lean and Six Sigma principles, which are applied on a daily basis as QCA. • Noted trends in process quality and functionality to determine problem areas, and plan for improvements to the process. • Monitoring the calls of the associates and identifying the root causes to develop the appropriate action plans. • Reporting issues to supervisors and other departments, collaborating to identify the issue and correct the problem. • Adhered to various reports and adhoc tasks. • Consistently calibrating with other departments to maintain the consis

Customer Service Representative

Alorica

Jan 2017 - Jan 2018 (1 year 1 month)

• Provide customer inquiries in a fast-paced environment. • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs, and resolving concerns. • Assisted providers with claims and provided reasons for denial. • Offered advice and assistance to customers, paying attention to special needs or wants. • Answered a constant flow of customer calls. • Addressed customer service enquires quickly and accurately. • Maximised customer satisfaction by resolving service issues promptly. • Handled high-volume telephone calls to address and resolve customer queries. • Built rapport with customers through courteous and professional communications. • Guaranteed first-class customer service, enthusiastic

Cherry Mae Cantara

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