Open to opportunities

Cathy Peñascosas

@cathypeascosas

Message

Experienced Dispute Intake Agent skilled in customer issue resolution.

Philippines

Message

What I'm looking for

I am looking for a role that offers opportunities for growth and values customer satisfaction.

I am an experienced Dispute Intake Agent and BPO professional with a strong background in resolving customer issues and managing calls effectively. My education in Entrepreneurship from Citi Global College has equipped me with the skills to maintain accurate records and utilize CRM systems efficiently. I have consistently met performance targets while providing excellent customer service.

In my role as a Dispute Intake Agent at Chime, I tracked disputes using a ticketing system, ensuring compliance with Visa and regulatory rules. I communicated with customers regarding chargeback statuses and provided final resolutions, demonstrating my ability to handle complex situations with professionalism. My previous experience as a BPO CSR at Fifth Third Bank further honed my skills in managing inbound calls and delivering personalized solutions to customer inquiries.

Experience

Work history, roles, and key accomplishments

Process Associate

Coforge BPS

May 2019 - Aug 2019 (3 months)

In my role as a Process Associate at Coforge BPS, I managed inbound calls for Fifth Third Bank, assisting customers with inquiries related to banking products. I provided accurate information and personalized solutions, ensuring efficient resolution of issues and escalating complex matters when necessary.

Customer Service Problem Solving Communication Skills CRM Systems Microsoft Office Suite

Dispute Intake Agent

Genpact Services LLC

Mar 2019 - Apr 2019 (1 month)

As a Dispute Intake Agent at Genpact Services LLC, I tracked customer disputes using a ticketing system, ensured compliance with regulatory rules, and communicated resolutions effectively. I filed disputes, informed customers of chargeback statuses, and provided final resolutions or rebuttals when necessary.

Dispute Resolution Ticketing Systems Customer Communications Regulatory Compliance CRM Systems Problem Solving Customer Service Analytical Skills

Education

Degrees, certifications, and relevant coursework

Citi Global College

Bachelor of Science in Entrepreneurship, Entrepreneurship

2017 - 2021

Experienced Dispute Intake Agent and BPO professional with a strong ability to resolve customer issues, manage calls effectively, and maintain accurate records. Skilled in using CRM systems, consistently meeting performance targets, and providing excellent customer service.