Honey Lou R. Lutana
Fraud Risk Specialist
Kuala Lumpur,14
Summary
Substantial experience has been gained in the BPO sector, coupled with proficiency as a virtual assistant. Furthermore, adeptness in operations and team management within this domain is evident, showcasing a thorough and well-rounded understanding of the industry.
Overview
15
15
years of professional experience
Work History
Fraud Risk Specialist
TDXC Malaysia Sdn. Bhd.
06.2023 - Current
- Reviewing and analyzing complex situations and patterns of fraudulent and suspicious trends to identify potential risks and measure their impact, enabling the development of effective solutions to mitigate and prevent fraudulent activities
- Documenting investigations comprehensively while maintaining the highest levels of confidentiality throughout the investigative process to ensure the integrity of our findings and protect sensitive information
- Conducting in-depth analysis of fraud patterns, creating models, and updating existing ones to stay ahead of ever-evolving fraud vectors, thereby enhancing our ability to detect and prevent fraudulent activities
- Providing strategic solutions aimed at mitigating and preventing fraudulent activities, collaborating with stakeholders to implement proactive measures and safeguards
- Working closely with stakeholders to report trends and identify system loopholes, initiating enhancements and preventive measures to strengthen our fraud prevention strategies
- Undertaking any additional duties and responsibilities assigned by management within my employment category, contributing to the effective implementation, maintenance, and continual improvement of the Quality Management System at TDCX.
Customer Service Specialist
TDXC Malaysia Sdn. Bhd.
10.2022 - 06.2023
- Ensuring that each customer interaction is met with excellence, addressing inquiries and issues promptly and effectively to meet their needs and exceed their expectations
- Thoroughly researching customer needs and existing issues to provide strategic solutions that not only resolve their concerns but also clarify any confusion they may have
- Committing to first contact resolution and diligently following up with service partners and internal departments to ensure that each case is resolved in a timely manner, in line with our service standards
- Proactively offering feedback on tools, resources, procedures, and guidelines to streamline workflows and enhance the overall customer experience
- Delivering top-tier services to our customers, utilizing the right procedures to guarantee the highest levels of satisfaction and loyalty
- Cultivating sustainable relationships with our customers by going the extra mile to engage with them, building trust and loyalty in our brand
- Embracing any additional duties and responsibilities assigned by management within my employment category, contributing to the continual improvement of our Quality Management System.
Helpdesk Analyst
Seven Seven Global Services Inc.
05.2020 - 10.2022
- Address client inquiries and complaints regarding company equipment and applications via phone calls and emails.
Respond to technical inquiries, investigating and clarifying computer-related comments, questions, and concerns using active listening and probing skills.
Utilize tact and judgment in communication, particularly with irate or frustrated clients.
Ensure accurate collection and encoding of information for data collection, maintaining consistency.
Resolve pending feedback within the given level of authority and filter escalations before forwarding to clients.
Escalate clients' concerns and complaints as necessary.
Team Leader
Continuum Global Solutions
07.2019 - 07.2020
- Providing alternative medication to members
- Monitoring all calls being transferred from one department to another
- Assisting members with their Tier Exception, Non - Formulary Exception, Prior Authorization Request
- Educating members about their plan coverage and the list of formulary drugs under their plan
- Handle Medicare Part D and is responsible for coordinating daily oversight monitoring activities of PBM services related to Part D for accuracy and timeliness, including benefit setup, claims adjudication, paid and rejected claims verification, explanation of benefit notification, coverage determination letters, medication therapy management documentation, grievance and appeals documentation, drug pricing file, negative formulary changes notification, and transition fill documentation.
Sales Associate II
Convergys Philippines Services
03.2017 - 10.2018
- Provide necessary troubleshooting to customers regarding any tech issues
- Assisting customers with their DirecTV bills and payments
- Cross-sell products to provide multiple services for customers and make referrals to partners.
Voice/Chat Support
Mobile Care Assurance
05.2015 - 03.2017
- Assisting customers with their prepaid activation, recharge, changing offer, and credit concern / dispute inquiries
- Educate customers on how to avoid long held data usage
- Assisting customers with their technical concerns about mobile phones, mobile broadband, tablets, iPads, and laptop connections
- Educating customers on how the replacement process works for mobile devices, sim card replacement, and referring customers to the Telstra Shop for mobile devices needs assessment
- Processing callbacks or tickets for customers that have complex issues.
Phone Banker
Wells Fargo – Enterprise Global Solution
12.2014 - 04.2015
- Assisting customers with their credit card bills, payments, remittances, generating bank account statements, payoff statements, check copies, and check orders
- Educate customers on how and where they can do cash or check deposit
- Cross-sell products to provide multiple services for customers and make referrals to partners.
Administrative Assistant
Is Holding Sdn. Bhd.
07.2014 - 11.2014
- Managing applications on behalf of employers to acquire a foreign worker’s visa with reference
- Managing purchases of Insurance for Domestic Helpers
- Managing foreign workers to fight ticket bookings
- Answering phone calls, emails and assisting customers with their inquiries
- Calling customers and advising them when to renew their visa
- Transferring phone calls to the appropriate person
- Follow up with customers regarding documents needed for visa processing
- Ensures customers are aware of the fees and processing period.
Customer Care Coordinator
Ocwen Business Solution
09.2013 - 07.2014
- Assisting customers with their mortgage bills, payments, generating mortgage account statements, payoff statements, and collecting payments when necessary
- Educate customers on how and where they can send payments for their mortgage
- Transferring calls to the appropriate department if needed
- Reviewing the account to see if it is eligible for loan modification and advising the customer if the loan can be refinanced at a lower rate
- Cross-sell products to provide multiple services for customers and make referrals to partners
- Ensures customer problems are handled appropriately, escalating issues when necessary.
Customer Care and Collections Associate
Sykes Marketing Services Inc.
08.2011 - 09.2013
- Up-sell loan consolidation services, complete call logs and reports
- Handles the initial conversation and deals with the customer to sign up for a loan consolidation plan
- Assist customers in paying their mortgages / loans online
- Follow up with customers regarding their delinquent accounts
- Help and assist customers in signing up with different program loan payments
- Research billing issues and misapplied payments, make computations and estimations of payments and debts
- Transfer customer calls and escalate requests to appropriate staff
- Handles complaints and other eligible requests.
Customer Service and Technical Support
PacificHub Corporation
12.2008 - 08.2011
- Handled different territories like North America, Canada, Europe, Japan, and Australia
- Responded to customer inquiries and requests and resolved issues efficiently and professionally
- Deliver world class customer service and build customer satisfaction and loyalty
- Provide effective and timely resolution for a range of customer inquiries
- Strive for one-call resolution of customer issues
- Increase the customer experience by providing information on new products, rate plans, and services through up-selling opportunities
- Accepted assignments with an open, cooperative, positive, and team-oriented attitude
- Provide necessary troubleshooting to customers regarding any tech issues.
Education
Bachelor of Science - Business Administration
Cebu Institute of Technology – University
Cebu City, PH 04.2001 -
Skills
Management
Microsoft Office
Technical Support
Research
Customer Experience
Timeline
Fraud Risk Specialist
TDXC Malaysia Sdn. Bhd.
06.2023 - Current
Customer Service Specialist
TDXC Malaysia Sdn. Bhd.
10.2022 - 06.2023
Helpdesk Analyst
Seven Seven Global Services Inc.
05.2020 - 10.2022
Team Leader
Continuum Global Solutions
07.2019 - 07.2020
Sales Associate II
Convergys Philippines Services
03.2017 - 10.2018
Voice/Chat Support
Mobile Care Assurance
05.2015 - 03.2017
Phone Banker
Wells Fargo – Enterprise Global Solution
12.2014 - 04.2015
Administrative Assistant
Is Holding Sdn. Bhd.
07.2014 - 11.2014
Customer Care Coordinator
Ocwen Business Solution
09.2013 - 07.2014
Customer Care and Collections Associate
Sykes Marketing Services Inc.
08.2011 - 09.2013
Customer Service and Technical Support
PacificHub Corporation
12.2008 - 08.2011
Bachelor of Science - Business Administration
Cebu Institute of Technology – University
04.2001 -