Jelli Jade

Delivered exceptional in-flight customer service while ensuring passenger safety through pre-flight checks and emergency response. Managed passenger inquiries and complaints while maintaining hospitality standards, professional presentation, and smooth onboard operations.

Processed payment investigation and claims cases for the Canada branch, monitoring inbound queries and responding within system records. Supported Compliance for transactions held for sanctions review, completed payment QA lookback reviews, and supported user acceptance testing and internal procedure/SWIFT message creation.

Led a sanctions screening utility team for APAC and EMEA, serving as a SME for applications supporting payments and international wire transfers. Ensured SLA-based case processing, coached team members, and developed/recommended procedural and policy improvements while supporting audits and escalation management with compliance and internal partners.

Investigated and reviewed SWIFT, payments, and international wire transfers for requests of information from internal and next-bank compliance. Resolved inquiries accurately and timely per SOP, ensured SLA completion, and contributed to SOP reviews and enhancements including initiating/verifying payments and adjustments.

Performed 100% validation with specialist review for high-dollar deposit alerts to mitigate fraud and potential loss. Validated restrict and hold decisions, identified potential fraud rings, reported errors through centralized systems, and maintained daily adhoc reporting to enhance customer experience.

Conducted image profiling on checks that triggered for review and profiled customers using KYC and transaction data to prevent fraud and mitigate potential loss. Maintained alert review accuracy and system proficiency to reduce errors that could lead to regulatory fines.

Collected past-due amounts for low-risk customers and handled overflow for high-risk accounts using an auto dialer. Investigated delinquency root causes, negotiated payment arrangements, and educated customers to prevent future delinquency and mitigate charge-off risk.

Facilitated online English lessons and instructed students on correct grammar, pronunciation, and accent. Supported vocabulary development and listening/reading comprehension by suggesting learning materials and guiding students toward improvement.

Handled email requests, inquiries, and complaints related to gameplay, billing and monetization, technical concerns, and other game-related questions within required response timelines. Built and updated Android/iOS game knowledge bases and manuals, tracked game standing via comments/ratings/feedback, and maintained game logs for updates and scheduled maintenance.

Provided consumer banking customer service for checking and savings deposit-related concerns. Supported troubleshooting for consumer online, mobile, text banking, and IVR issues and resolved customer inquiries using available systems.

Collected and reviewed customer information using discovery questions to understand customer needs and issues. Managed multi-tasking during calls (listening, entering, documenting, seeking info, and problem solving) while maintaining call focus and speed.

Set appointments and made sales calls to present services, generating new business and supporting existing accounts. Coordinated with the creative department and suppliers to deliver projects on deadlines, supervised sponsored symposia, ensured contracts and PO requirements were completed, and produced sales/project reports.

Processed floral-order complaints including hold orders, wrong delivery, and late orders to meet customer and client expectations. Answered customer queries using system information (e.g., price changes and delivery status) and contacted customers to update progress and resolution.

Earned a Bachelor in Advertising and Public Relations at the Polytechnic University of the Philippines from 2004 to 2008.

Completed high school studies at Caybiga High School from 2000 to 2004.

Completed elementary education at Caybiga Elementary School from 1994 to 2000.