Summary
Overview
Work History
Education
Skills
Career Highlight
Timeline
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Wyndell Bartolome

Wyndell Bartolome

Swansea

Summary

Accomplished professional on customer service with extensive expertise in cross-functional team management and complex complaints resolution. Adept at complaint analysis, leveraging strong communication and interpersonal strengths to drive effective solutions. Dedicated professional with keen eye for detail and drive to uphold integrity. Proficient in analyzing data and identifying patterns, coupled with strong problem-solving skills.

Overview

9
9
years of professional experience
14
14
years of post-secondary education

Work History

Fraud Specialist

JPMorgan Chase
Taguig City
08.2024 - 09.2024
  • Responsible for filing a claim for both fraudulent and non-fraudulent card/bank account transactions for Chase customers.
  • Other responsibilities include issuing a replacement card, explaining claim decisions, how to make an appeal, and providing possible ways of recovering funds.

Business Process Lead/Account:EDF Energy UK

Tata Consultancy Services
Taguig City
08.2019 - 03.2024
  • Led a cross-functional team catering to customers on different lines of business, such as Residential, SME, PAYG, and Prepayment.
  • Led a team (alongside other Operations Leaders) that dealt with the migration process from the SAP system to Kraken; this took place at the EDF headquarters in Hove last July 2023.
  • Part of Complaints Task Force, dealing with high-level escalations, and process integration.
  • Assumed the role of Subject Matter Expert, which was eventually restructured to Subject Matter Coach, with a main focus on giving real-time support to advisers, and conducting behavioural coaching.
  • Served as an Industry Adviser for months with basic tasks on account billing, keeping/updating account details, lodging and resolving complaints, taking payments, setting up payment plans, and providing energy efficiency advice.

Customer Service Representative/Account:Mastercard

TELUS International Philippines
Taguig City
02.2017 - 07.2019
  • Assisted customers with financial needs related to initial card purchases from different card issuers worldwide, prepaid card reloads, transactions, disputes, account information, and even international travel support services.
  • Improved customer satisfaction by effectively handling complaints and inquiries.
  • Assisted customers in making informed decisions by providing detailed product information.
  • Maintained up-to-date knowledge, resulting in effective product promotion.

Consultant/Account:eBay

Sutherland Global Services
Taguig City
05.2016 - 01.2017
  • Assisted customers on both US and UK markets with their retail needs, including purchase queries and complaints.
  • Provided assistance to both buyers and sellers during the transaction process, successful purchase, rewards, and promotions.
  • Served as a mediator to resolve conflicts between buyers and sellers.


Customer Service Representative/Account:CapitalOne

Sitel Philippines
Baguio City
06.2015 - 12.2015
  • Investigated suspicious financial activity, researching high-value credit card transactions to identify potential fraud.
  • Processed credit card applications by following Financial Conduct Authority rules.
  • Complied with financial and data security requirements, handling credit card data with discretion.

Education

Bachelor of Science - Marketing Management

Cagayan State University-Andrews Campus
Philippines
06.2011 - 04.2025

Skills

  • Cross-functional team management
  • Complex complaints resolution
  • Claim and data analysis
  • Good communication
  • Interpersonal strengths
  • Business process integration

Career Highlight

Received an annual appraisal rating of A from Tata Consultancy Services for 4 consecutive years, which is the highest band score across the company.


Timeline

Fraud Specialist

JPMorgan Chase
08.2024 - 09.2024

Business Process Lead/Account:EDF Energy UK

Tata Consultancy Services
08.2019 - 03.2024

Customer Service Representative/Account:Mastercard

TELUS International Philippines
02.2017 - 07.2019

Consultant/Account:eBay

Sutherland Global Services
05.2016 - 01.2017

Customer Service Representative/Account:CapitalOne

Sitel Philippines
06.2015 - 12.2015

Bachelor of Science - Marketing Management

Cagayan State University-Andrews Campus
06.2011 - 04.2025

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Wyndell Bartolome