Juvy Ann Villamil
Las Vegas
Summary
I strongly believe in the notion of quality over quantity. I have a high level of attention to detail. As much as possible I find ways to become more efficient rather than simply working faster, to minimize errors and do things right the first time. I graduated with a degree in Bachelor of Science in Business Administration-Management and with an associate in Applied Science in Web Applications.
My extensive experience in Fraud, Trust & Safety, Customer Service, and most importantly my dedication to any jobs I do make me a great candidate to any relevant field.
Overview
13
13
years of professional experience
Work History
Trust & Safety Specialist (Fraud)
Roadie Inc. - UPS Acquired Company
Remote
10.2022 - Current
- Handle Fraud related cases assigned via a CRM tool, escalations from different internal and external teams, and Executive Escalations from company executives.
- Subject matter expert for multiple areas of Fraud such as Identity Verification, Stripe Disputes, Accounts Abuse, Fraudulent Deliveries, and Appeals Process,
- Review Identity Verification involving driver's licenses, selfie mismatch, determine eligibility in Sender and Customer chargebacks/disputes, investigate reports of accounts sharing and multiple profiles abuse, confirm patterns of fraudulent behaviors from Drivers and Senders on deliveries and take action accordingly, and handle appeals submissions if any of the removed users can be allowed back into the platform.
- Review suspicious profile activities and determine Fraud related issues, and take action to remove bad users from the platform.
- Independently solve complex cases using data gathered from multiple tools and sources.
- Collaborate with internal and external teams to resolve issues at hand.
- Ensures platform safety by enforcing policies and protocols on processes.
- Help create processes for better case handling and improve Fraud mitigation.
- Research and determine patterns of behavior that may result in fraudulent activities and escalate them accordingly for process updates and mitigating issues accordingly.
- Escalate cases to other teams if needed.
- Facilitate trainings for new team members and BPO for external assistance on certain Fraud areas.
- Handle ad hoc tasks and side projects.
Safety Support Line Specialist, Airbnb
Sutherland Global Services
Las Vegas, NV
10.2019 - 10.2022
- Front line inbound call support for urgent safety related concerns such as Privacy Violation, Parties in the Listing, Physical Assault, etc. during active reservations.
- Assist in performing Extractions and Check in Preventions for users prohibited in the platform.
- Achieved safety standards by maximizing prevention and urgent safety concerns assistance such as rebooking and safe place relocations.
- Communicating with internal departments and partner sites to ensure users are receiving real time and continued assistance after case escalation.
Training Facilitator, Airbnb
Sutherland Global Services
Las Vegas, NV
07.2021 - 09.2021
- Taught virtual classes to approximately 30 new employees.
- Collaborated with management to assess current needs, trends, and deficiencies to develop targeted training programs.
- Organized and edited training manuals, multimedia visual aids and other educational materials.
- Reduced process lags and effectively trained team members on product knowledge, best practices, and protocols.
- Assessed trainees on their product knowledge and determine level of literacy to report to management later.
- Documented assessments for future reference on possible similar trainings.
- Worked closely with trainees after training to check on progress and provide further assistance if needed.
- Developed complete training programs and led training using expert learning techniques.
- Assessed training needs, using employee surveys.
Community Education Team Coordinator, Airbnb
Sutherland Global Services
Las Vegas, NV
02.2020 - 03.2020
- Evaluated and supervised front line representatives to assess performance and offer support.
- Improved operations by working with team members and other support staff to find workable solutions.
- Handled all delegated tasks, including case evaluation, supervisor calls requested by users/customers.
- Worked closely with team members to deliver job requirements, develop solutions and meet deadlines.
- Created agendas and communication materials for team meetings.
- Traveled abroad (Jamaica) to provide support for site launch as a mentor.
Safety Support Line Team Coordinator, Airbnb
Sutherland Global Services Inc
Las Vegas, NV
12.2019 - 03.2020
- Delegated tasks and workload to each team member.
- Discussed routine instructions to team members on job responsibilities.
- Collaborated with management to meet organizational and departmental goals.
- Met with team regularly to deliver updates on processes, schedules and assist in work related concerns from team members.
- Attend to each team member for process approvals, requests, supervisory concerns from users or customers.
- Reports to team manager regularly for updates concerning the team.
Usher
We Serve Inc.
Las Vegas, NV
03.2019 - 12.2019
- Greeted patrons at events and collected tickets.
- Responded to guest questions about current facility events and future offerings.
- Directed guests to correct location by documented ticket seats and answered questions about facility amenities.
- Provided knowledgeable service when answering questions and greeted all customers with friendliness.
- Worked closely with team members to deliver quality customer service.
- Provided general directions for areas in the building.
Resolutions 1 Specialist, Airbnb
Sutherland Global Services
Las Vegas, NV
06.2019 - 09.2019
- Front line specialist assisting guests and hosts who needed help with their reservations as far as booking process, cancellation policies, and other guest and host queries.
- Utilized proven methods of dispute resolution by fostering understanding of each party's perspective.
- Educated disputants on regulations and procedures applied to cases and any potential roadblocks for proposed solutions.
- Negotiated settlements and agreements between parties by providing mutual support with fair and unbiased resolutions.
- Assessed conflicts by analyzing all aspects and data at hand to ensure user satisfaction while at the same time maintaining company goals.
Community Support, Airbnb
Sutherland Global
Las Vegas, NV
04.2019 - 05.2019
- Front line support ambassador for users who needed help with creating Airbnb accounts, signing up to become a host and how they can post their properties for bookings.
- Walked through guests on how they can find great properties on the platform, how they can contact hosts and other relevant booking processes.
- Provided information to users on how the platform works and its terms of services.
- Direct calls and escalate cases to appropriate teams and departments for prompt assistance.
Customer Service Representative
JP Morgan & Chase Co
Cebu City, Philippines
04.2016 - 06.2018
- Took an average 80 calls a day from customers that seek help with their retail banking needs as far as directing their calls to the right person or department to resolve their concerns, provided assistance and suggestions to manage their bank accounts accordingly, investigated issues and worked with other departments to fulfill customer requests.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Provided assistance on the bank's products and services and suggesting appropriate ones that best suites the customer's needs.
- In charge of the team's daily attendance.
- In charge of the team's distribution of product related news and updates.
Customer Service Representative, AT&T Mobility
Sykes Asia Inc
Cebu City, Philippines
11.2013 - 01.2016
- Took calls from customers that need assistance with their mobile device in the technical and billing department.
- Assessed customer needs and upsold products and services to maximize sales.
- Evaluated customer account information to assess current issues and determine potential solutions.
- Documented conversations with customers to track requests, problems and solutions.
- Assist and help new members of the team.
- Co-assist team manager for team's scores and performances.
Cashier and Events Host
Jollibee Foods Inc
Mandaue City, Philippines
09.2012 - 11.2013
- Operated cash register, collected payments and provided accurate change.
- Worked closely with front-end staff to assist customers and maintain satisfaction levels.
- Processed all sales transactions accurately and promptly to prevent long customer wait times.
- Maintained high productivity by efficiently processing cash, credit, debit and voucher program payments from customers.
- Helped customers find specific products, answered questions and offered advice.
- Hosting marketing events for the company.
- Hosting children's parties.
- Hosting conferences and meetings.
Education
Bachelor of Science - Business Administration and Management
Western Governors University
Salt Lake City, UT07.2022
Some College (No Degree) - History
University of San Carlos
Associate of Applied Science - Web Applications Development
ACLC College
04.2014
Some College (No Degree) - Information Technology
St. Paul College Inc
Skills
- Client/Customer-focused
- Positive learning process
- Results-oriented
- File/records maintenance
- Change Management
- Time management skills
- Team Management
- Proficient in Google Docs,Meets, Spreadsheets, Forms and Slides as well as Microsoft Word and Power point
- Proficient in virtual collaboration tools such as Slack, Play Vox, Webex, and Zoom
- Proficient in CRM Tools such as Salesforce, and Zendesk
Timeline
Trust & Safety Specialist (Fraud)
Roadie Inc. - UPS Acquired Company
10.2022 - Current
Training Facilitator, Airbnb
Sutherland Global Services
07.2021 - 09.2021
Community Education Team Coordinator, Airbnb
Sutherland Global Services
02.2020 - 03.2020
Safety Support Line Team Coordinator, Airbnb
Sutherland Global Services Inc
12.2019 - 03.2020
Safety Support Line Specialist, Airbnb
Sutherland Global Services
10.2019 - 10.2022
Resolutions 1 Specialist, Airbnb
Sutherland Global Services
06.2019 - 09.2019
Community Support, Airbnb
Sutherland Global
04.2019 - 05.2019
Usher
We Serve Inc.
03.2019 - 12.2019
Customer Service Representative
JP Morgan & Chase Co
04.2016 - 06.2018
Customer Service Representative, AT&T Mobility
Sykes Asia Inc
11.2013 - 01.2016
Cashier and Events Host
Jollibee Foods Inc
09.2012 - 11.2013
Associate of Applied Science - Web Applications Development
ACLC College
Some College (No Degree) - Information Technology
St. Paul College Inc
Bachelor of Science - Business Administration and Management
Western Governors University
Some College (No Degree) - History
University of San Carlos