FLORGELINE S.

CAGAS, MBA
Agan Land, Ligaya, General Santos City
Email: [email protected]
Contact #: (+63)09066708281

OBJECTIVES
To seek more challenging avenues and obtain a position that
provides me the opportunity to reach my full potential professionally and personally utilizing my abilities
and years of experience and expertise in the organization that is progressive, practices collaborative
leadership and integrity.

EMPLOYMENT RECORD
JP Morgan Chase & Co.
Ebloc 4 Asia Town IT Park, Cebu City

Fraud Analyst III

Merchant Services - Canada
April 1, 2021 - Present

Operations Senior Specialist II

Merchant Services – Canada
August 16 – April 1, 2021

Claims and Disputes Analyst II

Fraud and Customer Protection Services
April 16, 2016 – August 16, 2019

Scope , Key roles and accomplishments

New Hire Development Center Lead for Fraud, Claims and Disputes
Peer Coach / Mentor / Relief Team Lead
TEAM POC
Conducts Reasonable Investigation
Fraud Analysis ( Credit cards, Check Forgery and Online banking )
Customer Satisfaction

 Facilitates group discussions about Decision Quality and other process related updates and
drives team performance.
 Leads New Hire Development and Process Training to equip them with tools, knowledge, and
opportunities they need to fully develop themselves to be effective in their performance at work.
 Facilitates classroom and up-skill training for new hires and tenured employees
 Conducts Coaching sessions with new hires to help them develop their skills, improve
performance and boost productivity.
 Risk and Controls Ambassador
 Telephone Banker - Chase Consumer Banking
January 23, 2014 – April 15, 2016

Scope, Key roles and accomplishments

Customer Satisfaction
Online Banking Support

STI College Cebu

BSBA-OM Program Head / Instructor ( Part-time)
Sr. High (ABM) and Tertiary (BSBA)
November 2018 – September 2020
Salinas Drive, Lahug Cebu City

Teaches Business Ethics, Human Behavior in the Organization, Fundamentals of Accountancy

1&2, Principles of Marketing, Business Finance, TechnoPreneurship, Entrepreneurship Costing &
Pricing and Inventory Management. Productivity and Quality tools, Obligations and Contract,
Applied Economics

Convergys Corporation
Quality Evaluator
September 28, 2009 - November 8, 2013
Paseo Arcenas Estate, Banawa Hills Cebu City

Key Roles

 Monitors, evaluates and/or audits calls both for tenure and new hired specialists.
 Facilitates / participates in internal quality audits. (e.g., periodic audits of existing processes to
determine process control and efficiency) designed to improve overall contact quality and
recommend changes.
 Attends call monitoring and calibration sessions with clients, recruitment, and operations
managers / supervisors.
 Facilitate Quality Talk with new Hires.
 Conducts Quality Coaching sessions with tenured agents and team leaders.
 Presents reports and data collection.
 Collaborate with Operations leaders and discuss action plans to improve site performance.
 Conducts Deep – Dive analysis of agent’s DSAT’s and sends feedback to their managers.
 Meets Departmental Quality Requirements
 Supports management focus on review of key drivers. Metrics and operational processes that
drives Balanced Scorecards and Profitability Goals
 Maintains strong program knowledge base, basic understanding of client products/services
and / or program strategies.

eTelecare Global Solutions

Sales Representative
November 10, 2007 – May 23, 2009
I1 Building Asia Town IT Park, Cebu City

Key Roles
 Presents Products to the customer then make sales offer and close sales
 Achieves sales standard set by department through effectively communicating and resolving
complaints
 Provides quality customer service
 Performs pro-active consultative needs analysis for new and existing customers, developing
product solutions which meet the needs of each customer
 Exceeds quota expectations with 100% QA score
 Educate and explain system functions to customer
  Bill research and Inquiries. Plan changes and upgrades
 Makes sales offer
EDUCATIONAL ATTAINMENT

Post – Graduate
Masters Degree in Human Resource Management and Development
March 2017
University of Cebu - Main
Jakosalem St. Cebu City

Tertiary
Bachelor of Science in Business Administration Major in HRMD
March 2015
University of Cebu – Main
Jakosalem St. Cebu City
Best in Thesis
Best in Oral Revalida

Technical Course
2-yr Nursing Aide
March 2005
Philippine Institute of Technology
General Santos City
Recipient of Academic Excellence Award

Secondary
Irineo Santiago National High School of Metro Dadiangas
March 2001
Magsaysay Ave, General Santos City

Primary
Linamon Central School
March 1997
Linamon Lanao Del Norte

SKILLS AND ABILITIES

 Ability to work under pressure

 Decision Making
 Time management
 Coaching
 Self Motivated
 Conflict resolution
 Leadership
 Teamwork
 Critical thinking
 Excellent Communication
 Ability to multitask
 Fraud investigations and analysis
 Proficient in MS Word, Excel and Power point
CERTIFICATES / TRAININGS ATTENDED

Strategy Planning and Execution

Harvard Business School (E-training)
Harvard Manage Mentor January 1, 2021

Process Improvement
Harvard Business School (E-training)
Harvard Manage Mentor December 31, 2020

Project Management
Harvard Business School (E-training)
Harvard Manage Mentor August 2020

120 hours TESOL Certification

International Open Academy June 2020

Leveraging Your Networks June 2020

Harvard Business School (E-training)
Harvard Manage Mentor June 29, 2020

Time Management
Harvard Business School (E-training)
Harvard Manage Mentor June 22, 2020

Marketing Essentials
Harvard Business School (E-training)
Harvard Manage Mentor June 17, 2020

Ethics at Work
Harvard Business School (E-training)
Harvard Manage Mentor February 17, 2020

Developing Employees
Harvard Business School (E-training)
Harvard Manage Mentor February 17, 2020

Feedback Essentials
Harvard Business School (E-training)
Harvard Manage Mentor February 17, 2020

Career Management
Harvard Business School (E-training)
Harvard Manage Mentor January 29, 2019

Development Center
Workshop for Mentors and Coaches June5-7, 2019

Coaching
Harvard Business School (E-training)
Harvard Manage Mentor March 23, 2019

Presentation Skills
Harvard Business School (E-training)
 Harvard Manage Mentor January 08, 2019

Business Plan Development

January 08, 2019
Harvard Manage Mentor June 25, 2016

Basic Sign Language Training

Living Word Churches of Cebu
Tanchan Road, Banawa Cenu City April 2016

Character References :
Rebecca Ancheta
Deputy Administrator
STI College Cebu
Salinas Drive, Laug Cebu City
Cellphone# 0999-885-6054

Kenneth Dasmarinas
Team Manager
JP Morgan Chase Bank & Co
Eblock 4 IT Park Cebu City
Cellphone# 0917-152-1282

Luchie Calalo
Operations Manager
JP Morgan Chase Bank & Co
Eblock 4 IT Park Cebu City
Cellphone# 0915-351-2874

I do hereby certify that the above information is true and correct to the best of my knowledge

FLORGELINE S. CAGAS, MBA