Open to opportunities

Janica Paz

@janicapaz

Merchant onboarding and payments support specialist at TDCX Malaysia’s Stripe Program, guiding merchants through CDD and account verification.

Philippines

Message

At TDCX Malaysia’s Stripe Program, I guide regional merchants through Customer Due Diligence requirements and account verification, including cases involving complex corporate ownership structures.

I manage high-volume account queues against SLA benchmarks and support the merchant onboarding and KYC/KYB journey. I also investigate payment anomalies, transaction failures, and billing disputes, escalating verified issues to the Risk Team.

At Alorica Lipa, I led frontline customer support for the Macy’s Account and handled escalations involving credit card statements and billing details. My background includes a Bachelor of Science in Management Accounting from Batangas State University.

Experience

Work history, roles, and key accomplishments

Current

Account Specialist – Onboarding & Payments Support

Current

TDCX Malaysia

Nov 2023 - Present (3 years)

Manage high-volume account queues, ensuring accurate data capture and exceptional turnaround times to meet SLA benchmarks. Provide technical guidance to merchants on CDD documentation and streamline the merchant onboarding journey.

Stripe Dashboard Salesforce Twilio Microsoft Office Customer Due Diligence KYC Risk based Triage Queue Management SLA Adherence

Customer Service Lead (Macy’s Account)

Alorica Lipa

Jul 2020 - Aug 2023 (3 years 1 month)

Led frontline customer support operations and handled critical case queues, driving top-tier CSAT metrics and operational adherence. Evaluated client accounts for billing discrepancies and unauthorized charges, and managed escalations regarding credit card statements.

Customer Satisfaction Billing Discrepancies Escalation Management Compliance Microsoft Office