JASON A. ABARQUEZ
Diploma in Information Technology
Skype: Jason A Abarquez
☎ +63 927 709 5587
RECOGNITIONS
Lean Six Sigma – Yellow Belt Certified. Lexis Nexis Australia.
LexisNexis Legal and Professional Centre for Continuous Improvement has awarded the Certificate of Completion as Lean Six Sigma Yellow Belt to Jason A. Abarquez dated April 1, 2015. Certificate Signed by: William Snyder, VP Strategy and Continuous Improvement and Paul Cohen, Executive Director, Customer Operations – Asia Pacific, UK and Ireland.
TERTIARY:
Academic Achiever of the Year Awardee of 2005
Champion – Regional “Tagisan ng Talino”, 2004
SECONDARY:
National Secondary Assessment Test (NSAT) – Top-notcher 12th Placer, 2001
8th Honorable Mention, 2001
ELEMENTARY:
National Elementary Assessment Test (NEAT), 1998
Top-notcher 9th Placer, 1998
PROFESSIONAL EXPERIENCES
1 – Genesys Telecommunications Laboratories Ltd. – Technical Support Engineer for Cloud Care. – (May 17, 2017 to Present).
Accounts handled: Outbound Engagement, Premier and Business Edition Cloud/PEC
CRM/Database used: Salesforce, JIRA and Oracle
LOB and Task supported:
1.0 – Current Post: Pure Engage Cloud – Analyst
Skill and Skill Level:
ü GAX (Permissions)- Beginner
ü Reporting (Pulse and GI2)- Beginner
ü Agent Setup – Beginner
ü Agent Desktop (WWD/WWE) – Beginner
Ø Requires troubleshooting and logs downloading/analyzation for the abovementioned Genesys’ Products and corresponding databases (ICON, Interaction Server, URS, ORS and SIP).
1.1 – Cloud Premiere Edition – Reporting, Telephony, CX Builder, CX Analytic, IVR reports and VCC reports.
1.2 – Cloud Outbound Engagement – Campaigns, Agent groups, Lists and Scripts and Suppression and Compliance.
1.3 – Business Edition Cloud – Outages, Notifications, Planned Maintenance.
On sending out Notifications. Hybrid Team will send all Maintenance, Pre-Planned, Emergency and Outages Notifications to establish consistency in communication style, content, look and feel across Cloud Customer Care.
On Incoming Calls. Hybrid Team operates 24/7/365. In April 2017, all Cloud Products will be on the Global CTI platform and the Hybrid Team will be covering all incoming calls for all the platforms as the first point of contact for the customer.
On Common Tasks. All common tasks will be carried out by the Hybrid Team such as Account Information maintenance, Password Reset and Campaign Maintenance etc.
On Chat Room Monitoring. Hybrid Team monitors all the NOC Chat Rooms for the Cloud Products to enable consistency in Incident Notifications.
2 – JP Morgan Chase & Co. – Fraud, Claims and Disputes Department – Disputes Analyst (November 2016 to March 2017.)
JP Morgan Chase & Co. Disputes Analyst requires a focused attention to details and ability to take an urgent decision to various possible fraud activities and disputes over a legitimate channel. This requires a wide range experience of customer service and empowerment to both merchants and customers. Processes can be convoluted and require a wider range of analysis from different perspective.
Works with merchant billing disputes. We pick up the cases from an inventory queue, analyze the card member and merchant commentary/documentation and will take a decision to debit the merchant or the card member followed by a communication as to why the decision was taken sent to both the parties. The process is highly metricized and has dedicated personnel working front end, back end, merchant side, card member side and has check points scattered all over.
Background in Fraud Management.
The difference lies in the mainframe systems to work with, the domain of policies (fraud vs. general billing disputes as a Disputes Analyst Role), different processes to follow and the targets to chase.
Tasks and Roles handled:
Ø Reviews specific instances and data sets and do whatever research is necessary to determine whether fraud is present or not.
Ø Looking for qualities known to be common in fraudulent transactions, and work out, if those qualities are present in the instance they’re examining, if there’s a legitimate reason for them or not.
Ø Fraud Analysis and Dispute Management: Credit Card Frauds & Disputes and Anti Money Laundering cases.
Ø Identification of Fraudulent transactions, Fraud and Dispute case analysis. Monitor and investigate customer’s credit card accounts & dispute cases for fraudulent activity.
Ø Working directly with merchants and cardholders to resolve customer service issues or fraudulent/unauthorized activities.
Ø Analyzing merchant and cardholder account transactions to identify abnormal activity that may be fraudulent.
Ø Contacting merchants and cardholders to validate the authenticity of charges. Research account inquiries and reported fraud, escalate and alarm the officials to prevent loss once abnormal activity or unauthorized usage / fraudulent transaction has been determined.
Ø Performs proper review and Investigate disputed card transactions by collecting sufficient information to explore every opportunity to identify recovery opportunities to mitigate losses.
Ø Compiles and routes reports capturing status of current cases, etc.
Ø Investigates incidents of alleged fraudulent activity on accounts, discuss case with officials to determine appropriate process in attempts to cover losses.
Ø Conduct thorough investigations and inquiries on identified and suspicious accounts within the specified software system.
Ø Establish contact with customer through outbound calls as well as receiving inbound calls from our customers – Investigate fraud claims as well as provides information on currently existing fraud and dispute claims.
Ø Responsible for providing high quality customer service by responding to telephone inquiries, customer requests and problems related to credit card fraud and dispute claims.
Ø Taking measures to stop / evade fraudulent transaction and ensuring customer security and satisfaction like Card Block requests.
Ø Handling & Reviewing Anti- Money laundering cases to avoid mitigate Money laundering Transactions.
Ø Scrutiny of Money laundering transactions: Overseeing the suspicious transactions, identifications of frauds and taking measures to avoid / stop them.
3 – Reed Elsevier Shared Services (Philippines) Inc. – (September 2013 to March 2016)
Business Unit: LexisNexis Australia
LexisNexis® is a leading global provider of content-enabled workflow solutions designed specifically for professionals in the legal, risk management, corporate, government, law enforcement, accounting, and academic markets. Founded in 1977.
CRM/Database used: IBM BookMaster, Citrix, NetSuite, Siebel System and Oracle
Tasks and Roles handled:
· Subject Matter Expert for Loose-leaf (fine prints) subscription.
· The role is to make or take incoming telephone calls, chats and emails on behalf of the organization for both Internal(counterparts) and External Customers to fulfil urgent requirements and requests. The key role to is to provide a first-class customer service, undertake customer online research and providing End – to – End resolution and customer satisfaction.
· End to End Customer Support Representative
Ø Inbound Call support
Ø Inbound Email support
Ø Inbound Chat support
Ø Outbound CSAT Survey POC (In line with my Quality and FCR Yellow Belt Six Sigma Project)
Account Management (Order and Fulfillment, Billing, Customer Service, Cancellation and Sales)
Ø Order and Fulfilment support – processing Purchase Order up to fulfilment.
Ø Order Claims processing – processing Order Claims once the customer has reported that products/items were not receipted. Tracking down the order and making sure that the item will be delivered within the promised time frame.
Ø RTS (Return-To-Sender) Issues – investigating as to what happened to the returned items/products. Mainly an issue with the Customer’s Address. Further comparison will be required and if needed, customer’s details needs to be amended within the database/CRM.
Ø Change of Customer Details and Address – making sure that the customer’s details and addresses are saved and updated appropriately.
Ø Billing Inquiries Support – mainly and inquiring about customer’s account, incorrect billing, floating balance payment and or floating credit balance. Processing discounts and Pro-ratas.
Ø Payment Processing Support – processing correct payments, staggered within the system using all major credit cards such as Master Card, Visa Card and AmEx.
Ø Direct Debit Set Up Assistance – assistance in setting up a Direct Debit account and credit card with the system for the customer’s agreed monthly deduction.
Ø Credit Claim processing – after the cancellation process, we must make sure that the customer will be able to get a Credit Claim that has also been approved by the Account Managers (an Australian Counterpart)
Ø Saves/Cancellation/Churn – Cancellation of subscriptions for Loose-leaf subscriptions. Making sure that there will be no further materials/items to be sent to their mailing address. Deactivation of Online Platform accesses, usernames and passwords. Saves and Subscription conversion (from Loose-leaf to Online contents)
Ø Bulk Deactivation of online accesses, processing in multiple platforms.
· Email Troubleshooting
ü POP3 and SMTP Server Issues
ü IMAP
ü Webmail
ü Email Address creation
ü Email Mirroring and Forwarding
ü Port Issues
ü Setting Up Email Clients
Ø Microsoft Office Outlook
Ø Apple Mail (MacMail and Entourage)
Ø Thunderbird (for Windows, Mac OS and Linux)
Ø Postbox (for Windows and Mac OS)
4 – Convergys Philippines (April 2010 to August 2013)
Accounts handled: AT&T DSL Residential (9 States) and AT&T U-Verse
CRM/Database used: Oracle and Siebel System
Tasks and Roles handled:
v Inbound Technical Support Associate for AT&T DSL Residential (9 States – South East) and AT&T
v Inbound Technical Support Associate for U-Verse Technology.
v Transition Mentor/Coach
v Subject Matter Expert
AT&T DSL Residential has provided us powerful tools that can detect network failure issues and maintenance. Just by doing some line test on set of the call/issue, we will be able to detect and isolate if this is a network issue or further physical isolation and troubleshooting will be required.
The main role is to perform and showcase your ability to further isolate the issue by using your very own communication style, character and skills.
Account Management:
v Creation and maintenance of Usernames and Passwords
v Email Troubleshooting
ü POP3 and SMTP Server Issues
ü IMAP
ü Webmail
ü Email Address creation
ü Email Mirroring and Forwarding
ü Port Issues
ü Setting Up Email Clients
Ø Microsoft Office Outlook
Ø Apple Mail (MacMail and Entourage)
Ø Thunderbird (for Windows, Mac OS and Linux)
Ø Postbox (for Windows and Mac OS)
Deals with Network Line issues:
v Network Related Slow Connectivity Issue
v Network Outages
v Network Maintenance and Scheduled Maintenance
v No Signal/ No Synch
v No Dial Tone
v With Synch but Slow Connectivity
v With Synch but Intermittent Connection
v No Browse at all
v No Dial Tone
v Sending and Scheduling a Field Technician
Deals with Physical Set Up and Customer Premises Equipment (CPE) issues:
v Bad Modems
v Bad cables
v Bad Wireless cards
v Incorrect usage of cables
v Incorrect usage of DSL Filters
v Bad Computers
v Interferences
Deals with DSL OEM (Original Equipment Manufacturer) issues:
v PC Virus Infection
v Anti-Virus Uninstall/Reinstall
v Driver (Software) Uninstall/Reinstall
v PC Hardware Uninstall/Reinstall
v PC OS Updates and Upgrades
v Non-AT&T DSL provided devices
v All Third-party Software assistance (Premium)
5 – Teletech Holdings, Incorporated (June 2008 to April 2010)
Account handled: Verizon Residential DSL and Verizon FiOs.
CRM/Database used: Siebel System
Tasks and Roles handled:
v Inbound Technical Support Associate Level 2 for Verizon US
v The key role is to take incoming telephone calls only from all over 51 US states. Making sure that the account has been set up properly and accordingly to the speed plan that the customer has signed up for.
v Making sure that they are provisioned to the correct speed and the customer is getting the marketed mbps.
v Line tests and appropriate troubleshooting is performed after gathering important information from the customer.
v Supports Verizon Broadband Extras & Essentials – An Escalation Specialist
Account Management:
v Creation and maintenance of Usernames and Passwords
v Email Troubleshooting
ü POP3 and SMTP Server Issues
ü IMAP
ü Webmail
ü Email Address creation
ü Email Mirroring and Forwarding
ü Port Issues
ü Setting Up Email Clients
Ø Microsoft Office Outlook
Ø Apple Mail (MacMail and Entourage)
Ø Thunderbird (for Windows, Mac OS and Linux)
Ø Postbox (for Windows and Mac OS)
Deals with Network Line issues:
v Network Related Slow Connectivity Issue
v Network Outages
v Network Maintenance and Scheduled Maintenance
v No Signal/ No Synch
v No Dial Tone
v With Synch but Slow Connectivity
v With Synch but Intermittent Connection
v No Browse at all
v No Dial Tone
v Sending and Scheduling a Field Technician
Deals with Physical Set Up and Customer Premises Equipment (CPE) issues:
v Bad Modems
v Bad cables
v Bad Wireless cards
v Incorrect usage of cables
v Incorrect usage of DSL Filters
v Bad Computers
v Interferences
Deals with DSL OEM (Original Equipment Manufacturer) issues:
v PC Virus Infection
v Anti-Virus Uninstall/Reinstall
v Driver (Software) Uninstall/Reinstall
v PC Hardware Uninstall/Reinstall
v PC OS Updates and Upgrades
v Non-AT&T DSL provided devices
v All Third-party Software assistance (Premium)
6 – Sykes Asia, Philippines (August 2007 to June 2008)
Account handled: Virgin Mobile USA
CRM/Database used: Siebel System
Tasks and Roles handled:
v Inbound Officer – to take incoming calls in a high call queue volume environment.
v Training Coach/Floor Support – performing a Floor Walker job to monitor real time queue and issues. Can do Agent pull outs for real time coaching and support. Also acts like a Supervisor to take in escalated calls from Agents.
v Escalation Agent (Tier 2) – to perform second level support for handheld’s physical issues, account related escalation concerns and Supervisor’s calls.
7 – One Global Contact Centre (August 2006 to August 2007)
Account handled: US Website Builder
CRM/Database used: IBM CRM
Tasks and Roles handled:
v Sales Outbound Officer – to perform outbound calls using the company’s provided Sales Leads offering our Clients our first class customized website with PayPal integration for business optimization and revenue leverage.
v Customer/Technical Service Officer
ü to provide customer and technical support to our existing clients.
ü Generating traffic and hits report for the client’s website. Making sure that their account was well optimized and Search Engine friendly.
ü Providing monthly reports for website optimization line of the business. Also act as an Account Manager for a well customized support needed by the client.
Account Management:
v Creation and maintenance of Usernames and Passwords
v Domain Name Registration
v Domain Name Hosting
v Search Engine Optimization
v Email Troubleshooting
ü POP3
ü SMTP
ü IMAP
ü Webmail
ü Email Address creation
ü Email Mirroring
ü Email Forwarding
ü Port Issues
ü Setting Up Email Clients
Ø Microsoft Office Outlook
Ø Apple Mail (MacMail and Entourage)
Ø Thunderbird (for Windows, Mac OS and Linux)
Ø Postbox (for Windows and Mac OS)
v Billings and Collection – doing an Outbound Calls job for Delinquent Account Holders. Asking clients to settle overdue accounts and long-time unsettled dues.
v Saves/Retention Associate (Post Management Team) – offering saving options such as discounts and prorated termination fees.
EDUCATION
TERTIARY:
STI – Dipolog City, Philippines
Diploma in Information Technology – Graduate
Programming Languages: Java and Visual Basic with MS Access and SQL
Year: 2003 – 2006
SECONDARY:
San Bartolome Annex High School, Quezon City, Philippines
High School – Graduate
Year: 1998 – 2001
ELEMENTARY:
Goodwill Elementary School, Quezon City, Philippines
Elementary – Graduate
Year: 1992 – 1998