Open to opportunities

Edrian Baylon

@edrianbaylon

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Results-driven client care analyst with expertise in dispute resolution.

Philippines

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What I'm looking for

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

I am a results-driven client care analyst and team leader with over a decade of experience in the financial services industry. My expertise lies in dispute resolution, fraud management, and customer support. I have a proven track record in transaction verification, billing, implementation, and licensing, which has allowed me to deliver high-impact solutions in fast-paced environments.

Throughout my career at VISA, I have managed and resolved over 1,000 inquiries monthly, achieving a 95% satisfaction rate. I have successfully led teams, including a group of 15 associates, achieving a 98% accuracy rate in processing fraud and non-fraud claims. My ability to streamline processes has reduced resolution times significantly, enhancing client trust and satisfaction.

My commitment to excellence is demonstrated through my leadership roles, where I have implemented fraud monitoring protocols that decreased fraudulent transactions by 15%. I am passionate about delivering exceptional customer service and continuously improving operational efficiency.

Experience

Work history, roles, and key accomplishments

Current

Client Care Analyst

Current

VISA Business Processing Centre

Jan 2025 - Present (6 months)

Managed and resolved over 1,000 inquiries monthly from financial institutions, processors, and fintech organizations globally, ensuring a 95% satisfaction rate. Streamlined processes for transaction verification, billing, implementation, and licensing, reducing resolution time by 20%.

Dispute Resolution Fraud Management Customer Support Billing Implementation Licensing Financial Services Fintech

Team Leader, VISA-DSO

VISA Business Processing Centre

Feb 2024 - Jan 2025 (11 months)

Led a team of 15 Associates and Dispute Support Representatives, achieving a 98% accuracy rate in processing fraud and non-fraud claims. Successfully resolved 250+ escalations from financial institutions, enhancing client trust and reducing dispute resolution time by 30%.

Team Leadership Dispute Resolution Fraud Escalation Management Trust Process Improvement Team Management Coaching Performance Monitoring

Team Leader, VISA-DPS

VISA Business Processing Centre

Mar 2017 - Feb 2024 (6 years 11 months)

Supervised a team of 20 Senior Voice and Support Representatives, maintaining a 99% success rate in blocking lost and stolen Visa cards. Implemented fraud monitoring protocols that decreased fraudulent transactions by 15%.

Team Leadership Customer Support Process Management Risk Management Data Analysis Reporting Training Quality Assurance

Team Leader, VISA-GCAS

VISA Business Processing Centre

Mar 2016 - Mar 2017 (1 year)

Directed a team of 10 Senior Voice and Support Representatives, ensuring prompt response to 1,200+ monthly inquiries and emergency requests. Enhanced emergency card and cash request processes, reducing client wait times by 25%.

Team Leadership Customer Service Process Improvement Client Communication Problem Solving Call Center Operations Performance Management Mentoring Service Delivery

Customer Care Representative

Teletech Customer Care Management Incorporated

Nov 2012 - Mar 2016 (3 years 4 months)

Efficiently blocked lost and stolen Visa cards, assisting 500+ cardholders monthly. Processed 300+ emergency card and cash requests, achieving a 98% client satisfaction rate.

Customer Service Card Blocking Communication Problem Solving Data Entry Support

Technical Support Representative

Convergys Vertex One San Lazaro

Apr 2012 - Oct 2012 (6 months)

Resolved technical issues for phone, internet, and TV services for 100+ customers daily, enhancing customer experience and reducing service downtime by 15%.

Technical Support Troubleshooting Customer Experience Service Downtime Reduction Problem Solving Communication Ticketing Systems

Education

Degrees, certifications, and relevant coursework

Pamantasan ng Lungsod ng Maynila

Bachelor of Mass Communication, Mass Communication

Completed a Bachelor of Mass Communication degree, focusing on various aspects of communication. Gained foundational knowledge and skills relevant to the field.