Jessie A.

Employers should hire me because I bring a rare combination of e-commerce virtual support, rigorous financial fraud analysis, and technical expertise. Proven E-Commerce & Customer Support: Experienced in managing daily asynchronous store operations, order tracking, returns, and ticket resolutions on platforms like Amazon Seller Central, Shopify, Zendesk, Gorgias, and Helium 10. Risk & Financial Management: Background as a Senior Fraud Analyst at JP Morgan Chase & Co. investigating high-value transactions up to $500K, giving me an exceptional eye for detail, compliance, and secure data handling. Logistics & Problem-Solving: Adept at dispatching, inventory tracking, and resolving shipping delays under fast-paced, high-pressure conditions. Technical Foundation: Holds a BS in Computer Engineering, enabling rapid mastery of software platforms, workflow automation, and technical troubleshooting. I offer high-quality, autonomous execution that keeps operations running smoothly.

• Amazon VA

  David Sarmiento · 2025 — 2026
  As an Amazon E-commerce Email Support for the store owned by David Sarmiento, I managed daily asynchronous customer communications to ensure high satisfaction and seamless store operations, despite having less than six months of experience. I efficiently navigated Amazon Seller Central to track order statuses, process refunds, and manage returns while ensuring strict adherence to Amazon’s performance metrics and SLA requirements. To maintain a fast turnaround time and high resolution rate, I utilized Zendesk for email ticketing and helpdesk management, alongside Helium 10 to reference product details and address buyer inquiries accurately. Operating in a fast-paced environment, I focused on resolving order discrepancies, addressing negative feedback, and handling product inquiries with professionalism and empathy to protect the store's seller rating.

• Shopify VA

  Raul Lopez · 2025 — Present
  As an E-commerce Customer Support Representative for the business owned by Raul Lopez, I served as a primary point of contact for online shoppers, ensuring a seamless and positive buying experience despite having less than six months of experience. Operating in a fast-paced environment, I quickly became proficient in managing high-volume inquiries regarding order tracking, product specifications, cancellations, and returns. To streamline these daily operations, I utilized Shopify for order management and customer data lookup, alongside Gorgias as the central helpdesk platform for multi-channel ticketing. Additionally, I relied on Slack for real-time internal communication with the fulfillment and inventory teams to quickly resolve shipping delays and order discrepancies, consistently focusing on empathy and efficiency to maintain high customer satisfaction ratings.

• Dispatcher | Appointment setter

  Liam Bacud · 2025 — 2025
  During my time as a Technician Dispatcher for Liam Bacud, I served as the primary operational link between field technicians and customers requiring urgent appliance services. Despite having less than six months of experience, I quickly adapted to a fast-paced environment by efficiently managing daily scheduling, routing, and dispatching tasks to minimize travel delays and maximize team productivity. I handled a high volume of incoming customer service requests, meticulously logging appliance malfunctions, warranty details, and client information into the company database. Additionally, I provided real-time logistical support to the field team, handling scheduling conflicts, delivering critical site updates, and keeping customers informed with proactive ETA notifications to ensure a seamless and professional service experience.

• Digital Support Officer

  UnionBank of the Philippines · 2022 — 2025
  Provided comprehensive digital support for Credit Cards and CASA products using email and social media platforms, achieving 95% customer satisfaction. Ensured timely and accurate issue resolution by aligning with bank policies and procedures. Applied sound judgment in decision-making aligned with bank policies and procedures. Collaborated with multiple departments to expedite client requests, improving service delivery time by 20%. Identified and proposed data-driven solutions to streamline workflow, enhancing efficiency. Consistently achieved monthly and quarterly service goals through proactive problem-solving.

• Senior Fraud Analyst

  JP Morgan Chase & Co. · 2019 — 2022
  Investigated and resolved fraud cases for high-value transactions (Domestic/International Wires, ACH, QuickPay Zelle) worth up to USD 500,000, utilizing AML principles to identify financial crime risk. Conducted comprehensive Customer Due Diligence (DD) and Enhanced Due Diligence (EDD) on high-risk accounts exhibiting out-of-pattern or suspicious activity. Reviewed transaction monitoring alerts and performed KYC profile verifications to identify suspicious behavior, trends, and financial red flags. Documented investigative findings and case rationales clearly, supporting the escalation of suspicious activity and the preparation of Suspicious Activity Reports (SARs). Promoted twice in two years due to exemplary performance and leadership. Received multiple awards including High Dollar Saves (Oct 2019) and Top Process Specialist (Aug & Dec 2020, Mar 2021). Consistently achieved bad decline rate below 10% while hitting daily number of worked cases beyond target.

• Service Desk Escalation Analyst

  Viventis Search Asia · 2018 — 2018
  Delivered comprehensive IT support for corporate users, ensuring seamless account setup and access through efficient management of Active Directory, Azure, and Exchange. Acted as interim SME to enhance incident management protocols, improving team performance metrics by 15%. Generated daily performance reports to facilitate continuous improvement processes.

• Technical Support Representative

  Teleperformance Philippines · 2009 — 2017
  Resolved mobile phone and network issues for an American account, improving customer satisfaction rates by leveraging expert troubleshooting skills. Managed billing concerns and provided targeted solutions for internet connection issues, addressing both internet and computer-related challenges. Supported diverse connection types including ADSL, Wireless Broadband, and Cable, serving Australian clients and maintaining high service standards. Delivered installation assistance and technical support for T-Hub and T-Box, ensuring seamless customer onboarding experiences.

• Bachelor of Science in Computer Engineering

  AMA Computer University · 2004 — 2008