Open to opportunities

ELEAZAR YCAY

@eleazarycay

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Dedicated Customer Support Analyst with expertise in fraud detection.

Philippines

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What I'm looking for

I am looking for a role that values collaboration and offers opportunities for professional growth, particularly in fraud analysis and customer experience enhancement.

I am a dedicated Customer Support Analyst with over 6 years of experience in customer-facing roles within the fintech and technology sectors. My expertise lies in handling escalated issues, particularly fraud cases, where I focus on data analysis and process improvement. I am proficient in SQL and Excel for reporting, and I am committed to learning and adapting to emerging fraud trends.

Throughout my career, I have been known for my effective collaboration with cross-functional teams to enhance service quality and customer satisfaction. In my current role as a Quality Assurance Analyst at ShopeePay, I conduct audits of customer interactions to ensure compliance with quality standards and generate performance reports that identify areas for improvement. My previous experiences have equipped me with the skills to resolve escalated fraud-related issues and contribute to significant reductions in repeat escalations.

Experience

Work history, roles, and key accomplishments

Current

Quality Assurance Analyst

Current

ShopeePay, Shopee Philippines

Mar 2023 - Present (2 years 4 months)

Conducted audits of customer interactions to ensure quality standards and compliance. Generated performance reports using SQL and Excel, identifying areas for improvement.

Quality Assurance SQL Excel Data Analysis Compliance performance reporting Process Improvement

Tier 3 Customer Service Analyst

ShopeePay, Shopee Philippines

Dec 2020 - Feb 2023 (2 years 2 months)

Assisted in resolving escalated fraud-related issues, utilizing internal tools for investigation. Collaborated with Product and QA teams to address root causes of customer concerns, contributing to a reduction in repeat escalations.

Fraud Investigation Customer Service Escalation Management Data Analysis Root Cause Analysis

Subject Matter Expert

Sykes Asia Inc.

May 2019 - Dec 2020 (1 year 7 months)

Supported Tier 1 agents in handling escalated cases, providing guidance on investigation processes. Maintained SLA metrics and contributed to team training initiatives to enhance performance.

SLA Management Customer Support

Customer Service Associate / Technical Support

Sykes Asia Inc.

Dec 2017 - Apr 2019 (1 year 4 months)

Delivered global support for account-related issues, achieving high customer satisfaction scores. Maintained detailed documentation and logs for troubleshooting processes.

Customer Service Technical Support Troubleshooting Documentation Customer Satisfaction Account Management

Education

Degrees, certifications, and relevant coursework

Dr. Filemon C. Aguilar Information Technology

Information Technology, Programming

Focused on programming principles and practices, gaining foundational knowledge in software development. Developed skills in various programming languages and problem-solving methodologies.

Dr. Filemon C. Aguilar Memorial College

Business Administration, Economics

Studied economic principles and their application in business contexts, focusing on analytical and decision-making skills. Gained an understanding of market dynamics and financial concepts.