Maricel A.
Senior Customer Support Analyst
Open to offersNew to PlatformAbout
Maricel A. is a seasoned professional with over 18 years of experience in the banking, FinTech, and customer support sectors, based in Cebu, Philippines. With proficiency in account management, fraud prevention, and digital payments, she has consistently delivered exceptional service across various roles. As a Virtual Assistant and Account Manager, Maricel adeptly handled client accounts, built strong customer relationships, and ensured superior satisfaction through email, phone, and chat support. Her tenure as a Telephone Banker Supervisor at JPMorgan Chase involved resolving payment disputes and aiding customers with online banking, while adhering to compliance and security protocols. With a foundation in business administration and a focus on management accounting, Maricel's expertise in CRM systems, accounts receivable, and payment processing ensures meticulous operational management and fraud investigation capabilities. Her ability to thrive in remote and high-paced environments underscores her commitment to exceeding performance goals and customer expectations.
Experience
Virtual Assistant | Account Manager | Accounts Receivable Specialist
null · 2026 — PresentOversaw a client portfolio, fostering customer relationships and ensuring high satisfaction. Delivered support by addressing inquiries related to accounts, payments, and transactions via email, phone, and chat. Created invoices, managed accounts receivable, tracked balances, and pursued overdue payments. Handled billing discrepancies and payment disputes effectively. Carried out payment processing, account reconciliation, and maintained precise financial records. Facilitated negotiations for payment arrangements while keeping customer relations positive. Compiled aging reports and account summaries, while updating CRM records with interaction details in a confidential manner. Assisted with administrative functions in a remote setup.Telephone Banker Supervisor
JPMorgan Chase & Co. · 2017 — 2026Delivered customer support by addressing inquiries regarding accounts, payments, and transactions. Aided customers with account verification, debit card issues, direct deposits, and fund transfers in both domestic and international contexts. Investigated account discrepancies and payment disputes in compliance with fraud prevention and banking regulations. Educated clients on digital banking services and account security. Ensured accurate customer record maintenance and timely case resolutions while maintaining an empathetic service approach.Senior Analyst
QBE GSSC · 2016 — 2017Supported brokers using online systems and internal platforms. Addressed customer account inquiries and technical issues. Handled documentation processing and maintained operational records to ensure compliance with policies and service standards.Store Manager
Jollibee Foods Corporation · 2013 — 2016Supervised daily operations and customer service while monitoring financial performance. Managed cash handling, bank reconciliations, payroll, scheduling, budgeting, and inventory tasks. Led recruitment, onboarding, coaching, and performance management processes for team members while ensuring adherence to company policies.Risk Management Analyst | Fraud Analyst
Aegis PeopleSupport (Chase Account) · 2008 — 2013Investigated fraudulent transactions and unauthorized account activities. Implemented fraud detection and risk analysis to protect customer accounts, while managing the processing of fraud claims and account restrictions. Reviewed transactions for suspicious activity and compliance with banking regulations.Junior Internal Auditor
SuperBooks · 2006 — 2008Conducted financial and operational audits, performed bank reconciliations, and reviewed accounting records. Assisted in the preparation of audit reports and compliance checks.Internal Auditor
Prime Asia Holdings Inc. · 2006 — 2006Executed branch audits and inventory verifications, completed cash counts and reconciliations, and engaged in fraud detection activities. Reviewed accounting records for compliance with internal policies.Travel Customer Service Representative
Aegis PeopleSupport (Orbitz Account)Provided customer assistance for airline reservations, hotel bookings, as well as itinerary changes and cancellations. Delivered support through phone and email channels while utilizing reservation systems including Sabre, Apollo, Worldspan, and SHARES.
Skills & Expertise
Education
- Bachelor of Science in Business Administration Major in Management AccountingInstitution not specified
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