Jessie Andales

Provided comprehensive digital support for Credit Cards and CASA products using email and social media platforms, achieving 95% customer satisfaction.
Ensured timely and accurate issue resolution by aligning with bank policies and procedures.
Consistently achieved monthly and quarterly service goals through proactive problem-solving.

Investigated and resolved fraud cases for high-value transactions utilizing AML principles to identify financial crime risk.
Conducted comprehensive Customer Due Diligence (DD) and Enhanced Due Diligence (EDD) on high-risk accounts exhibiting out-of-pattern or suspicious activity.
Performed KYC profile verifications to identify suspicious behavior, trends and financial red flags.

Delivered IT service desk support for corporate users, ensuring smooth account setup and access management. Managed user accounts with Active Directory, Azure, and Exchange, served as an interim SME to improve incident management, and produced daily performance reports to support continuous improvement.

Provided technical support for American and Australian customer accounts, troubleshooting mobile phone and network issues and resolving billing concerns. Supported multiple internet connection types (ADSL, wireless, cable broadband), assisted with activations, and handled ticketing/workflows using tools including Salesforce, TSYS/FINACLE, LexisNexis, Freshdesk, ServiceNow, and Siebel.

Earned a Bachelor of Science in Computer Engineering at AMA Computer University (Project 8, Quezon City) from May 2004 to August 2008.

Studied Computer Engineering at the Polytechnic University of the Philippines (Sta. Mesa, Manila) from June 2003 to March 2004.