Open to opportunities

Ellah May Lobendina

@ellahlobendina

Message

Results-driven financial services and customer support specialist.

Philippines

Message

What I'm looking for

I want a role where I can apply fraud/dispute resolution and customer support skills, drive retention, and grow within a compliance-focused team.

I am a results-driven professional with strong experience in financial services, fraud and disputes resolution, and customer support across chat, email, and phone channels.

At American Express International Inc., I investigate, manage, resolve, and communicate customer claims while analyzing patterns to detect suspicious activity and ensure regulatory compliance, reducing company losses.

I have a track record in upselling, retention, account and case management, technical troubleshooting, and billing support from roles with Concentrix, Sitel Philippines, and Bell Canada.

I seek to leverage my analytical thinking, communication skills, and problem-solving orientation to contribute to a company that values customer experience, compliance, and operational excellence.

Experience

Work history, roles, and key accomplishments

Current

Disputes and Fraud Specialist

Current

American Express

Jan 2022 - Present (3 years 11 months)

Investigate, manage, and resolve customer disputes and fraud claims, analyze patterns to detect suspicious activity, and document cases to ensure regulatory compliance and reduce company losses.

Fraud Investigation Dispute Resolution Case Management Customer Service Billing & Compliance Risk Analysis Communication

Customer Support Specialist

Concentrix

Jan 2021 - Jan 2022 (1 year)

Provided chat and email support for Pearson, handling data entry, account and case management, and technical assistance for learners and educators while supporting upselling and sales objectives.

Chat Support Email Support Case Management Data Entry Technical Support Customer Service Upselling CRM

Customer Service Representative

Virgin Mobile UK

Jan 2019 - Jan 2021 (2 years)

Delivered general customer service and technical support for mobile customers, handled billing and account inquiries, performed upselling, and created technician dispatch tickets for service issues.

Technical Support Customer Service Billing Upselling Account Management Ticketing Troubleshooting Communication

Inbound Retentions Specialist

Sitel Philippines

Jan 2018 - Jan 2019 (1 year)

Handled inbound retention calls for Bell Canada, sold additional services to prevent cancellations, addressed billing and technical issues, and coordinated technician dispatches to resolve customer problems.