Naomi Grace Latimban
Abu Dhabi,UAE
Summary
Customer support and risk management professional with expertise in identifying, evaluating, and mitigating financial and operational risks. Utilizes analytical skills, quantitative methods, and industry knowledge to drive strategic decision-making. Strong focus on team collaboration and delivering results. Reputation for reliability, critical thinking, and effective communication. Well-equipped to excel in any professional setting.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Support and Risk Analyst
Enshored Philippines
03.2022 - 03.2025
- Collaborate with sellers to ensure accurate invoicing
- Manage subscription lifecycles, including renewals and cancellations
- Streamline seller operations
- Utilize Zendesk to address customer inquiries via email
- Troubleshoot technical issues
- Answer questions about subscriptions and billing
- Provide general product support
- Identified and mitigated potential risks to the business
- Conducted thorough KYC checks and investigations
- Analyzed transaction patterns to identify suspicious activity
- Transaction monitoring - Assessed potential fraud risks
- Collaborated with payment gateways for secure transaction processing
- Analyzed financial data for identifying trends and assessing future risks.
- Prepared documentation to support the company in countering customer disputes and mitigating chargebacks in PayPal, Stripe and Checkout
- Resolved disputes and chargebacks
- Effectively communicated findings and risk assessments using Slack
- Ensured transparency within the team
- Provided exceptional customer service to Green Dot customers across various channels (phone, email, chat)
- Resolved customer inquiries regarding account access, transactions, fees, and other account-related issues
- Assisted customers with troubleshooting technical issues related to their Green Dot accounts and mobile applications
- Processed customer requests such as account updates, address changes, and card orders
- Enhanced decision-making by thoroughly evaluating potential risks and recommending mitigation strategies.
Loss Management Specialist of Green Dot Bank
Telus International
10.2020 - 03.2022
- Conduct thorough investigations into chargeback disputes, including analyzing transaction history, reviewing customer communications, and gathering supporting documentation
- Collaborate with internal departments such as customer service, fraud, and legal to effectively resolve disputes and prevent future occurrences
- Analyze dispute data to identify trends and patterns that can be used to improve fraud prevention measures and enhance customer experience
- Stay abreast of industry best practices for dispute resolution and fraud prevention
- File disputes with payment processors on behalf of Green Dot Bank when necessary
- Assist customers with reporting lost or stolen cards and guide them through the card replacement process
- Gather and review documents to assist in removing account blockages
Customer Service Representative
Telus Mobility
06.2017 - 10.2020
- Provided exceptional customer support to TELUS EPP clients
- Resolved customer inquiries related to employee assistance programs (EAPs)
- Assisted employees with navigating and utilizing EAP services
- Responded to customer requests for products, services, and company information.
- Adhered to strict confidentiality and ethical guidelines in all interactions with employees
- Utilized internal databases and CRM systems to track client interactions and provide efficient service
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Education
Bachelor of Science - Information Technology
STI College
BGC, Taguig City11-2016
Skills
- Risk assessment
- Data analysis
- Meticulous attention to detail
- Market research
- Customer support expertise
- Data entry
- Computer skills
- Time management
- Scheduling
- Microsoft Office Suite
Certification
- Six Sigma White Belt from Six Sigma PH
- Cybersecurity Foundations: Governance, Risk and Compliance (GRC) from LinkedIn Learning
- Compliance and Regulations for Generative AI from LinkedIn Learning
- ServiceNow IT Leadership Professional Certificate from LinkedIn Learning
- Developing Your Emotional Intelligence from Coursera Project Network
- Business Analysis and Process Management from Coursera Project Network
- QuickBooks Online Certification Training from Intuit Quickbooks
Languages
English
Full Professional
Timeline
Customer Support and Risk Analyst
Enshored Philippines
03.2022 - 03.2025
Loss Management Specialist of Green Dot Bank
Telus International
10.2020 - 03.2022
Customer Service Representative
Telus Mobility
06.2017 - 10.2020
Bachelor of Science - Information Technology
STI College
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