Jessie Andales

Provided end-to-end digital support for Credit Cards and CASA products via email and social media, delivering timely, accurate resolutions to ensure high customer satisfaction. Coordinated across departments to expedite client requests and consistently met monthly and quarterly service goals using bank tools and procedures (TSYS, FINACLE, Salesforce).

Investigated and resolved fraud cases for Wires (Domestic, International, Branch), ACH Debits & Credits, QuickPay or Zelle Payments for transactions worth up to USD 500,000, achieving significant improvements in fraud detection accuracy.
Reviewed transaction monitoring alerts and out-of-pattern activity.
Analyzed customer transactions and identified suspicious behavior, trends, and 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.