Jena Mae Alemania
@jenamaealemania
Operations and client support professional improving fraud prevention, accuracy, and compliance in fast-paced environments.
PhilippinesWhat I'm looking for
I’m a results-driven operations and client support professional with experience across financial services, loan administration, remittances, retirement accounts, and HOAManagement. I’m known for improving processes, ensuring data accuracy and compliance, and delivering efficient, high-quality service in fast-paced, client-focused environments.
In fraud prevention and customer support roles, I helped customers with money sending, amendments, and refund requests while investigating potential scams. I reviewed patterns for potential fraud, used Dos-based navigation, and leveraged Salesforce and Zendesk/CRM tools to make decisions and ensure proper documentation.
I’ve also supported high-volume client operations—reviewing disputed transactions, coordinating expedited resolutions with partner banks/aggregators, and managing KYC document reviews through multiple send corridors. When issues needed escalation, I used the CRM and supported onshore and offshore teams via Slack to speed up outcomes.
Most recently, I’ve handled loan documentation and administrator tasks, gathering and verifying applicant information, correcting application errors, and meeting strict deadlines. I currently seek roles where I can combine operational excellence, careful documentation, and continuous process improvement to protect accuracy and improve customer experience.
Experience
Work history, roles, and key accomplishments
Service Advocate
Guided Outsourcing Inc.
Apr 2025 - Dec 2025 (8 months)
Maintained accurate client data in internal systems, created and distributed account-related forms, and supported initial client setup to ensure data consistency. Participated in database clean-up, coordinated tasks on time, and implemented process improvements to increase accuracy and efficiency.
Loan Documentation & Administrator
Talino Venture Studios
Jun 2024 - Mar 2025 (9 months)
Gathered borrower information for loan applications, evaluated credit history, and reviewed documentation to correct missing or erroneous details. Supported application processing by meeting deadlines and assisting with business development tasks, including CRM record-keeping in HubSpot and coordination with sales/marketing.
Community Support Specialist
KDCI Co.
Feb 2022 - Feb 2024 (2 years)
Supported homeowners with billing and association dues by providing accurate accounting-related information. Processed payments through portals, handled document requests, escalated concerns to community managers, and maintained account documentation with spreadsheet-based knowledge support.
Provided customer support via phone, chat, and email, resolving disputed transactions and troubleshooting unprocessed online transfers. Coordinated with partner banks/aggregators, handled KYC document reviews, and escalated issues using Salesforce/CRM and Slack.
CSR / Fraud Prevention Analyst
The Results Companies
Nov 2015 - Oct 2018 (2 years 11 months)
Assisted customers with sending money, amendments, and refund requests, while investigating potential fraud through reviews and interviews. Ensured accurate documentation and used DOS-based systems and Salesforce to decide whether transactions should be approved or refunded.
Education
Degrees, certifications, and relevant coursework
The University of Manila
Bachelor of Science in Foreign Service, Political Science
2013 - 2014
Pursued a Bachelor of Science in Foreign Service majoring in Political Science at The University of Manila from 2013 to 2014.
Availability
Location
PhilippinesAuthorized to work in
Job categories
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