I am Victoria Therese P. Santos, a dedicated Customer Service Specialist with extensive experience supporting customers across multiple platforms including call, email, and live chat. Over the years, I have developed strong skills in handling product inquiries, membership services, and after-sales support to ensure 100% customer satisfaction. I am adept at processing service and return transactions efficiently and accurately.
My background also includes risk operation analysis where I investigated customer disputes, suspicious transactions, and account irregularities to maintain compliance with company policies and risk management standards. I have experience managing chargeback disputes and serving as a subject matter expert and point of contact for operational risk protocols.
In addition to customer service and risk analysis, I have worked as a loan originator and loan officer, where I processed loan applications, analyzed financial data, and communicated with applicants to clarify requirements and resolve issues. This role enhanced my attention to detail and ability to manage sensitive financial information.
I am proficient in various technical tools including e-commerce platforms like Shopify and Amazon Seller, customer support software such as Zendesk and Zoho, and productivity tools like Outlook and MS Teams. My skills extend to organizational abilities, problem-solving, time management, teamwork, and adaptability.
I am passionate about delivering excellent customer service and continuously improving operational efficiency. I am confident that my diverse experience and skill set make me a valuable asset to any customer-focused team. I look forward to contributing my expertise and growing professionally in a dynamic work environment.
Supported customers by answering product, membership service questions and after sales service via call, email and live chat. Processed service and return transactions aligned with the company's 100% customer satisfaction guarantee. Conducted manual fraud reviews of customer orders to detect suspicious or high-risk transactions. Answered chargebacks from the bank or financial institutions.
Supported customers by answering product, membership service questions and after sales service via call, email and live chat. Processed service and return transactions aligned with the company's 100% customer satisfaction guarantee. Conducted manual fraud reviews of customer orders to detect suspicious or high-risk transactions. Answered chargebacks from the bank or financial institutions.
Investigated customer disputes, suspicious transactions, and account irregularities, ensuring proper resolution in accordance with company policies and risk procedures. Conducted transaction monitoring, order review, and payment risk assessments to identify and prevent fraudulent or high-risk activities. Managed chargeback disputes and representment processes through payment network platforms including Visa, Mastercard, and FIS. Served as the Point of Contact (POC) and Subject Matter Expert (SME) for the team on operational risk protocols, methodologies, and effective control solutions to ensure compliance with company policies and risk management standards. Provided training, mentorship, and guidance to junior team members to improve operational efficiency and risk management practices.
Processed and managed loan applications, ensuring all required documentation and financial information were accurately submitted. Collected and analyzed applicant data including income, assets, debts, and employment history to assess loan eligibility. Communicated with applicants to answer loan inquiries, clarify requirements, and resolve loan-related issues throughout the application process. Reviewed and validated supporting documents to ensure accuracy, completeness, and adherence to lending policies. Ensured compliance with loan application timelines and submission deadlines, keeping clients informed of status updates and next steps.
Conference Coordinator - Coordinated meetings and events, liaised between attendees and organizers, and managed attendee contacts for invitations and reminders. Reservation Agent - Handled customer inquiries, managed conference reservations, resolved issues with internal or external teams, and ensured client satisfaction. Bell Operator - Assisted participants to be put to their corresponding conference call using their invitation code.
Interviewed applicants to assess financial eligibility for loans, evaluated creditworthiness by processing applications and documentation. Calculated relevant ratios and metrics, established debt payment plans, maintained and updated account records, completed loan contracts, advised clients on policies and restrictions, and monitored application deadlines while keeping customers informed.
NC II in Slaughtering Operations
Culinary Arts & Table Services
Secondary Education
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