Jecca S.
Senior Customer Service & Operations Leader
Open to offersNew to PlatformAbout
Jecca C., based in Las Pinas City, Metro Manila, Philippines, is a seasoned Customer Service & Operations Leader with over 15 years of experience across the financial services, insurance, telecom, and global tech industries. Renowned for his expertise in dispute resolution, fraud prevention, and multi-channel support, he has consistently been recognized as a top performer at esteemed institutions such as JPMorgan Chase, UOB, and Income Insurance. He holds a BS in Electronics & Communications Engineering and possesses multiple insurance certifications, underscoring his blend of technical prowess with strong interpersonal capabilities. Jecca's career includes significant roles such as an Advisor at Concentrix, where he supported Creator accounts, and a Customer Service Executive at Income Insurance Limited, handling inquiries and claims efficiently. His comprehensive background also includes tenure as an Account Specialist at TDCX and various roles at UOB and JPMorgan Chase focused on customer engagement and issue resolution.
Experience
Advisor, Customer Service - Global English
CONCENTRIX · 2024 — 2026Provided customer support for Creator accounts through chat, email, and outbound calls related to monetization, subscriptions, and payouts. Utilized decision-support tools for routine issue resolution and escalated complex cases.Customer Service Executive
INCOME INSURANCE LIMITED · 2022 — 2024Addressed customer questions about Health, Life, and Travel insurance through Live Chat and email. Assisted with policy claims, applications, alterations, lead generation, and callback management.Account Specialist
TDCX · 2020 — 2022Delivered support to E-payment users for small-to-medium businesses via phone, chat, and email. Investigated user issues, escalated bugs, performed account verifications for locked-out users, and analyzed fraudulent activity patterns to implement mitigation strategies.Voice Email Mail Fax Correspondence Officer (VEMF)
UNITED OVERSEAS BANK (UOB) · 2019 — 2019Managed incoming correspondence and assisted customers through email, letters, live chat, and callbacks. Functioned as a Subject Matter Expert for the initial Live Chat Support team.Senior Officer Call Center Agent
UNITED OVERSEAS BANK (UOB) · 2013 — 2018Handled inbound calls from wealth banking customers regarding credit card inquiries, balance checks, waivers, and disputes. Managed escalations, call transfers, and special telephone tasks including message taking and handling disconnections.Privacy Specialist
JPMORGAN CHASE & CO. · 2012 — 2013Processed incoming calls concerning consumer opt-outs for personal data release and managed annual privacy notice communications.Dispute by Phone/Chargeback Advisor
JPMORGAN CHASE & CO. · 2009 — 2012Probed customers to gather details about disputes and determined suitable courses of action. Interpreted and applied MasterCard and Visa regulations for dispute situations.SPRINT Customer Care Specialist
IBM DAKSH BUSINESS PROCESS SERVICES PHILS, INC. · 2007 — 2009Managed account spending limits, billing disputes, collections, and troubleshooting. Served as a Subject Matter Expert for the sales team and executed product up-selling initiatives.
Skills & Expertise
Education
- BS Electronics and Communications Engineering Major in MicroelectronicsMapúa Institute of Technology · 2003 — 2007