Industry:Banking / Financial ServicesEmployment Period:September 2024 to April 2025 (7 Months)Duties and Responsibilities:Current Specialization: Fraud Prevention/Customer Success/Administrative Tasks/Outbound
Escalation Calls/Outbound Onboarding Calls/B2B
Work Description:
As a Senior Payment Operations Analyst, my client is a start-up web application providing CRM
services for small business owners. I handle large payment reviews, refunds, dispute
escalations, escalation calls, onboarding calls and other admin tasks that my client would ask
me to do. My day-to-day tasks include reviewing large payments and checking if they are good
payments and not fraud. I also call my client's potential customers for an onboarding call to check if they are a fit to be onboarded on the platform. During the call, I would build rapport with the potential customer to make sure they have everything they need to grow their business
on the app. I would make sure they are familiar with the marketing tools the app offers for them to maximize income. I also handle answering chats and emails regarding payment concerns from the customers. Another important task I have with my role is escalation calls. As a Senior
analyst, I would initiate outbound calls to the customers to provide support and to make sure
that they would keep their business on the app.
Candidate No. 645262
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Johanna
Customer Support
Outbound Sales Specialist
Appointment Setter
Phone Support Agent
Skills
★★★ Advanced:
Escalations, De-escalations, Customer Relations, Customer Support, more
★★ Intermediate:
Outbound Appointment Setting, Outbound Calling, B2B Calling, more
Hourly Rate Gauge
Today's value AUD $14.88
$13.13
if $ 1 = PHP 42$16.43
if $ 1 = PHP 30Currency Fluctuation Range
*includes service fee. Please note that hourly rates are linked to the exchange rate, and fluctuate slightly from month to month.
Employment Preferences
Availability:
Part Time
Preferred Timezone:
Australian Eastern Standard Time, UK London
Hourly & Monthly Rate:
(inclusive of service fee)
Part Time: AUD $14.88 per hour or $1289.32 per month
*Plus GST for Australian Businesses
Remote Staff Recruiter Comments
Employment History
Virtual Assistant Senior Payment Operations Analyst
Payment Lifecycle Analyst - Commercial Banking
Industry:Banking / Financial ServicesEmployment Period:August 2023 to September 2024 (13 Months)Duties and Responsibilities:Specialization: Commercial Banking Fraud Prevention/Outbound Calls
Work Description:
As a Payment LIfecycle Analyst, I actively contact high-profile bank clients to determine if there
is fraud in their day-to-day payments while building and nurturing relationships with them.
Aiming to provide customer satisfaction and success, I also actively work with the customers'
private bankers to ensure we have good standing with them.
Fraud Specialist 3 - Electronic Money Movement
Industry:Banking / Financial ServicesEmployment Period:May 2016 to August 2023 (87 Months)Duties and Responsibilities:Specialization: Electronic Money Movement / Digital Fraud Prevention / Outbound calls / Secondary Review
Work Description:
As a Fraud Specialist 3, I provided real-time solutions and decisions based on possible fraud
trends. We ensure that fraud does not cross over to our clients' accounts. We do this in as much
detail as possible and in the shortest amount of time to maximize efficiency. I was also involved in being a person of contact or resource for new hires for training and development.
Customer Service Specialist and Relief Communications Coach
Industry:Banking / Financial ServicesEmployment Period:October 2011 to April 2016 (54 Months)Duties and Responsibilities:Specialization: Customer Service/Customer Service/Communications Training/
October 2011 - May 2016
Work Description:
Provides customer service for credit card clients in a CSAT-driven role. Provides services for customer balance inquiries, statements, card replacements, interest charges, late fee
explanations, payments, etc. I was also part of a special project in my department that aimed to improve our department's communication effectively when speaking with our valued clients/customers.
Customer Service/Inbound Sales Agent
Industry:Call Center / IT-Enabled Services / BPOEmployment Period:January 2010 to September 2011 (20 Months)Duties and Responsibilities:Work Description:
Customer Service/Sales Agent for a global account that supports all English-speaking countries. I
supported a software company that is a household name. I supported every single line of business
of the company except technical concerns. I supported private individuals, companies, and enterprises that patronize the company's products. My day-to-day tasks include answering
inbound customer service calls to answer customer queries and, at the same time, upselling the company's products and features in the hopes of customers purchasing upgrades and additional
memberships.
Customer Service Representative
Industry:Call Center / IT-Enabled Services / BPOEmployment Period:July 2009 to January 2010 (6 Months)Duties and Responsibilities:Work Description:
Provides customer service for a US satellite TV account. Aims to give 100% customer satisfaction to all clients. Provided support for billing concerns, payments, technical support, etc.
Credit Analyst
Industry:Not ApplicableEmployment Period:November 2008 to April 2009 (5 Months)Duties and Responsibilities:Specialization: Banking/Financial Services/Credit Investigation/Loan/Mortgage
November 2008 - April 2009
Work Description:
Handled the credit investigation for car loan applicants. Responsible for conducting background
checks on prospective clients and verifies whether or not they are fit to have an auto loan with the bank.
Customer Service Representative
Industry:Call Center / IT-Enabled Services / BPOEmployment Period:September 2007 to March 2008 (6 Months)Duties and Responsibilities:Work Description:
Provided customer service to customers who have queries or grievances with the product. The
client I supported was an online travel booking company offering deals and cost-efficient travel
alternatives. I was also focused on upselling add-ons for the customers to maximize profit.
Education History
Field of Study:
Business Studies/Administration/Management
Major:
Legal Management
Graduation Date:
April 2007
Located In:
Philippines
License and Certification:
Not Applicable
Skills
★★★ Advanced:
Escalations, De-escalations, Customer Relations, Customer Support, Customer Retention, Fraud Prevention, Fraud Detection
★★ Intermediate:
Outbound Appointment Setting, Outbound Calling, B2B Calling
Work at Home Capabilities
Internet Bandwidth:
Greater than 100mbps
Working Environment:
Private Room
Speed Test Result:
https://www.speedtest.net/result/17650823319
Internet Type:
Fiber
Hardware Type:
Laptop
Brand Name:
Acer
Processor:
11th Gen Intel(R) Core(TM) i5-1135G7 @ 2.40GHz 2.42 GHz
Operating System:
Windows 11
Johanna is a results-driven professional with over 12 years of experience in client-facing and back-office roles within the financial services and SaaS industries. She brings with her an exceptional track record in fraud prevention, payment lifecycle management, and customer onboarding.
Tools & Software:
- Zendesk (Email/Customer Support)
- Slack (Internal Communications)
- Stripe (Payments/Disputes)
- Zoom (Virtual Meetings)
- CRM App (proprietary, similar to QuickBooks)
PI Behavioral Profile: CaptainStrongest Behaviors:
Behavioral Summary:
Johanna is a confident and self-starting professional who thrives under pressure and adapts well to changing conditions. She combines her assertiveness with a relationship-oriented approach, making her effective in both collaborative and independent settings. Known for her urgency and ability to influence outcomes, she excels in environments that allow autonomy, quick decision-making, and impactful client engagement. Her preference for action over routine aligns well with roles that require initiative and direct client interaction, making her a valuable addition to fast-moving teams.