1. JASON SANCHEZ MADRIDANO
Unit C, Magara Townhomes,SierraMadre StreetcornerEstebanStreet,BaranggayHighwayHills,
MandaluyongCity,Philippines1550
Landline TelephoneNumber:02-654-7583
Mobile Telephone Number:0905-339-7994
jason.s.madridano@chase.com
the_jason_madridano@yahoo.com.ph
OBJECTIVE:
To obtaina competitive positionrelevanttomyqualificationsandexperience inareputable company
where intellectual developmentandprofessional growthare ensured.
WORK EXPERIENCE:
Over3 years’worthof collective experience asa TeamLeader
Team Leader
JPMorgan Chase & Co.
CreditCard Services,FraudRecovery and Support
February 2014 – Present
Main Duties:
Chase CreditCardRecoveryisresponsibleforprocessingandresolvingcustomerclaimsandinquiries
relatedtonon-fraudandfraudrelatedtransactionsonChase CreditCards.
 Ensure customerconcernsare addressed the soonesttimepossible
 Processowner.Responsible inensuringthatproceduresinplace forprocess/esassignedare in
compliance withU.S.BankRegulations
 Manage a teamof up to 18 (or more) CustomerSupportSpecialists
 Create teamstrategiesona regular/dailybasistoensure teamgoalsare met(Productivity,
Quality,etc.)
 Provide regularcoachingandfeedbacksessionstoteammemberstoensure continuous
improvementintermsof performance
 Developthe skillsandcompetenciesof directreportstoprepare themforfuture career
advancement
 Reportsteamperformance ona regularbasis

2. ReliefTeamLeader
JPMorgan Chase & Co.
CreditCard Services,FraudRecovery and Support
July 2013 – January 2014
Main Duties:
Chase CreditCardRecoveryisresponsibleforprocessingandresolvingcustomerclaimsandinquiries
relatedtonon-fraudandfraudrelatedtransactionsonChase CreditCards.
 Ensure customerconcernsare addressedthe soonesttimepossible
 Processowner.Responsible inensuringthat proceduresinplace forprocess/esassignedare in
compliance withU.S.BankRegulations
 Manage a teamof up to 18 (or more) CustomerSupportSpecialists
 Create teamstrategiesona regular/dailybasistoensure teamgoalsare met(Productivity,
Quality,etc.)
 Provide regularcoachingandfeedbacksessionstoteammemberstoensure continuous
improvementintermsof performance
 Developthe skillsandcompetenciesof directreportstoprepare themforfuture career
advancement
 Reportsteamperformance ona regularbasis
CustomerSupport Specialist
JPMorgan Chase & Co.
CreditCard Services,FraudRecovery and Support – Post CustomerService Division
March 2013 – June 2013
Main Duties:
Reviewcustomerfraudclaimsoncharge off accounts.Initiate customercontacttoverifyinformation
regardingthe claim.Responsibleforresolvingcustomerfraudclaimbyanalyzingandvalidatingproof of
liabilitiesfoundrelatedtothe claim.
Accomplishments:
 Corroboratedwiththe conceptualizationandcreationof the New PostCSDProdsheetwhich
aimsto minimize pendrelatederrorsandregulate the trackingof accountsworkedbythe Post
CSD Team.

3. CustomerSupport Specialist
JPMorgan Chase & Co.
CreditCard Services,FraudRecovery and Support – Card MemberServicesReferrals
January 2012 –February 2013
Main Duties:
 Ensure customerconcernsare addressedthe soonesttimepossible
 Identifytrue fraudclaimsthroughreasonable investigation
 Minimize lossesforthe firm
Accomplishments:
 Conceptualizedandcreatedthe CMSReferralsPendTrackerwhichminimizedpendrelated
errorsand improve Control Auditscore
 PromotedtoRiskManagementAnalystIIinSeptember2012 for beingwithinthe Top20% of the
populationbasedonoverall performance.
Risk ManagementAnalyst
JPMorgan Chase & Co.
CreditCard Services,FraudRecovery
February 2011 – December2011
Main Duties:
 Responsible forresolvingcustomerfraudclaims
 Do Reasonable Investigationto validateclaims
Chargebacks Advisor
JPMorgan Chase & Co.
CreditCard Services,MerchantDisputes-by-phone
April 2010 – January 2011
Main Duties:
 Handle callsforcustomersreportingunrecognizedorunauthorizedcreditcardtransactions.
Initiates,analyzesandresolvescustomerclaimswiththe goal of preventinglosstothe customer
and to Chase.

4. Team Leader
Bigpond Wireless
TeletechPhilippines
October 2008 – December2009
Main Duties:
 Responsible formanagingateamof up to 20 customer supportspecialists
 Provide coachingtoimprove performance
 Interactwithall levelsof management
Accomplishments:
 Six SigmaTraining– White Belt
Personal Service Representative
Retail Online andMass Retail
GenpactWachovia
March 2008 – September2008
Main Duties:
 Handle customercallspertainingtoonlineaccesstotheirsavingsaccount
 Assistcustomersinresettingtheironline accesspassword.
 AssistcustomersinactivatingtheirATMcards
Accomplishments:
 AssignedasProcessTrainingAssistantinAugust2008
CustomerService Representative
Tribune Publishing
APAC CustomerService Philippines
April 2007 – December2007
Main Duties:
 Handle customercallspertainingtotheiraccount
 Assistcustomersintermsof billinginquiry

5. CustomerService Representative
US 411 / UK 118-118 Directo Assistance
INFO-NXXPhilippinesInc.
June 2013 – April 2007
Main Duties:
 Handle customercallsregardingresidential andbusinessphone numberlistingsinquiry
Accomplishments:
 Sentby the companyto the U.K. for FocusGroup Discussionsandtotour as part of a team
incentive fortopperformance
 Appointedtothe ElocutionMentorTeam
EDUCATIONAL BACKGROUND:
COLLEGE 1999 – 2003 (Undergraduate)
ST. LOUIS ANNE COLLEGES
B.S.in ComputerScience (Programming)
San PedroLaguna
SECONDARY 1993 – 1997
ST. LOUIS ANNE ACADEMY
Sab PedroLaguna
ELEMENTARY 1993
PC1ES
San PedroLaguna
PERSONAL DATA:
AGE: 34 CIVIL STATUS: Married
DATE OF BIRTH: November10,1980 RELIGION: Catholic
SEX: Male HEIGHT: 5’11”
CITIZENSHIP: Filipino WEIGHT: 176 lbs

6. CHARACTER REFERENCE:
Randall Ranario
OperationsManager,Hinduja
Mobile Phone Number:0917-583-6221
Additional referencesavailable uponrequest.