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
2024.08 - 2024.09
- 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
2019.08 - 2024.03
- 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
2017.02 - 2019.07
- 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
2016.05 - 2017.01
- 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
2015.06 - 2015.12
- 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 2011.06 - 2025.04
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
2024.08 - 2024.09
Business Process Lead/Account:EDF Energy UK
Tata Consultancy Services
2019.08 - 2024.03
Customer Service Representative/Account:Mastercard
TELUS International Philippines
2017.02 - 2019.07
Consultant/Account:eBay
Sutherland Global Services
2016.05 - 2017.01
Customer Service Representative/Account:CapitalOne
Sitel Philippines
2015.06 - 2015.12
Bachelor of Science - Marketing Management
Cagayan State University-Andrews Campus
2011.06 - 2025.04