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Yoshi Monzor

@yoshimonzor

Fraud support professional at Capital One Account who investigated suspicious transactions and documented compliant dispute cases.

Philippines

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At Capital One Account, I investigated potentially fraudulent account activity and transactions, processed dispute cases, and kept accurate, audit-ready records in line with compliance standards.

At Manulife, I assisted clients with financial planning and insurance solutions and managed policy applications and client files. At Credit One Bank through iQor, I supported customers with financial account inquiries and dispute-related concerns.

Across customer support roles at VXI, I handled billing disputes, account maintenance, healthcare scheduling inquiries, and technical troubleshooting. I also have experience with Salesforce CRM, Zendesk, Google Workspace, and Microsoft Office Suite.

Experience

Work history, roles, and key accomplishments

Senior Operations Representative – Fraud

Capital One

Sep 2025 - Mar 2026 (6 months)

Investigated potentially fraudulent account activity and transactions, ensuring timely resolution and minimal financial risk. Processed and documented dispute cases in accordance with strict compliance and regulatory standards.

Fraud Investigation Dispute Resolution Compliance Documentation Case Management Account Verification Customer Service

Unit Head Associate

Manulife

Mar 2025 - May 2025 (2 months)

Assisted clients with financial planning and insurance solutions, ensuring accurate policy documentation. Managed policy applications and client files in compliance with company standards.

Financial Planning Insurance Policy Documentation Compliance Client Management

AT&T / DirecTV Service

VXI

May 2024 - Oct 2024 (5 months)

Resolved customer billing disputes and account maintenance issues in a fast-paced remote environment. Processed service requests and promoted service upgrades while maintaining quality metrics.

Billing Disputes Account Maintenance Service Requests Upselling Quality Metrics Customer Service

DULY Health and Care

VXI

Apr 2024 - May 2024 (1 month)

Assisted healthcare clients with scheduling and support inquiries, maintaining accurate records.

Healthcare Support Scheduling Record keeping Customer Service

Mobility Sales & Services (Technical Support)

VXI

Oct 2023 - Mar 2024 (5 months)

Provided technical support, troubleshooting, and sales assistance while meeting performance metrics.

Technical Support Troubleshooting Sales Performance Metrics Customer Service

Financial Account – Credit One Bank

iQor

Oct 2022 - May 2023 (7 months)

Assisted customers with financial account inquiries, documentation, and dispute-related concerns.

Financial Account Support Documentation Dispute Resolution Customer Service

CSR Marketing

Onsite Manpower Inc.

Mar 2022 - Jun 2022 (3 months)

Customer engagement, marketing, and lead generation.

Customer Engagement Marketing Lead Generation

Service Crew

McDonald's

Mar 2021 - Nov 2021 (8 months)

Customer service, order processing, and cash handling.

Customer Service Order Processing Cash Handling

Service Crew

Shakey's Restaurant

Oct 2019 - Mar 2020 (5 months)

Customer assistance and dining support.

Customer Assistance Dining Support

Education

Degrees, certifications, and relevant coursework

Lyceum of the Philippines University, Cavite

Senior High School, General

2019 - 2020

Completed senior high school education.

St. John Fisher School

Junior High School, General

2016 - 2019

Completed junior high school education.

Lyceum of the Philippines University – Cavite

BSIHRM (Undergraduate), Culinary Arts in Kitchen Operations

Pursued a Bachelor of Science in International Hospitality Management with a specialization in Culinary Arts in Kitchen Operations, but did not complete the degree.