1. JASON SANCHEZ MADRIDANO
Block 8, Lot 6, Stage 5, Surigao Street, Macaria Village,
Biñan, Laguna Philippines 4024
Telephone No. 02-918-9890
Mobile No. 0905-339-7994
jason.s.madridano@chase.com
jason_madridano@yahoo.com.ph
OBJECTIVE:
To obtain a competitive position relevant to my qualifications and experience in a
reputable company where intellectual development and professional growth are ensured.
Over 3 years worth of collective experience as a Team Leader in a Customer Service
environment.
Team Leader
JPMorgan Chase & Co.
Credit Card Services, Fraud Recovery and Support
February 2014 – Present
Main Duties:
Credit Card Fraud Recovery is responsible for processing and resolving customer claims
and inquiries related to non-fraud and fraud related transactions on Chase Credit Cards.
 Ensure customer concerns are addressed the soonest time possible
 Process Owner. Responsible in ensuring that procedures in place for process/es
assigned are in compliance with U.S. Bank Regulations
 Manage a team of up to 16 Customer Service Specialists
 Create team strategies on a regular/daily basis to ensure team goals are met
(Productivity and Quality, etc.)
 Provide regular coaching and feedback sessions to team members to ensure
continuous performance improvement
 Develop skills of direct reports to prepare them for future career advancement
 Reports team performance on a regular basis
Relief Team Leader
JPMorgan Chase & Co.
Credit Card Services, Fraud Recovery and Support
July 2013 – February 2014
Main Duties

2. Credit Card Fraud Recovery is responsible for processing and resolving customer claims
and inquiries related to non-fraud and fraud related transactions on Chase Credit Cards.
 Ensure customer concerns are addressed the soonest time possible
 Process Owner. Responsible in ensuring that procedures in place for process/es
assigned are in compliance with U.S. Bank Regulations
 Manage a team of up to 18 Customer Service Specialists
 Create team strategies on a regular/daily basis to ensure team goals are met
(Productivity and Quality, etc.)
 Provide regular coaching and feedback sessions to team members to ensure
continuous performance improvement
 Develop skills of direct reports to prepare them for future career advancement
 Reports team performance on a regular basis
Customer Support Specialist
JPMorgan Chase & Co.
Credit Card Services, Fraud Recovery Support – Post Customer Service Division
March 2013 – June 2013
Main Duties:
Review customer fraud claims on chargeoff (CO BD) accounts. Initiate customer contact
to verify information regarding the claim. Responsible for resolving customer’s fraud
claim by analyzing and validating proof of liabilities found related to the claim.
Accomplishments:
 Corroborated with the conceptualization and creation of the New Post CSD
Prodsheet which aims to minimize pend related errors and regulate the tracking of
accounts worked by the Post CSD Team.
Customer Support Specialist
JPMorgan Chase & Co.
Credit Card Services, Fraud Recovery Support – Card Member Services Referrals
January 2012 – February 2013
Main Duties:
Refer Customer disputes to Fraud or vise versa when there are unauthorized
transaction(s) on the Customer's account or when the Customer did not apply for the
account. Investigate cases to minimize potential losses and improve recovery rate
achieved through charge backs, working directly with merchants, merchant banks and
other departments within the company and reviewing account activity with cardholders to
identify save opportunities. This involves following Visa and MasterCard rules and

3. regulations in processing transactions. Analysts also assess validity of fraud claims by
reviewing all pertinent information to the case and analyzing customer transaction
patterns or history. Also establish contact with card members, merchants and third parties
for challenge or re-bill opportunities. Responsible for achieving team and individual
performance standards such as efficiency, customer connections, policy and procedure
adherence, error free rate and variance. Make recommendations to management with
regard to fraud trends, workflow, and strategy revisions to consistently improve the
Referral function.
Accomplishments:
 Conceptualized and created The CMS Referral Pend Tracker which minimized
pend related errors and improve CMS Referral Audits Error Free Rates to within
the threshold (above 95%).
 Back-up auditor for CSO063 Letter Follow-Up Audit.
 Alacrity Award recipient.
 Submitted a Project Proposal called “DBP & FRAUD PROCESS ALIGNMENT”
(on hold).
 Promoted to Risk Management Analyst II in September 2012 for being within the
Top 20% of the population (Fraud Recovery and Support) based on overall
performance.
Risk Management Analyst
JPMorgan Chase & Co.
Credit Card services, Fraud Recovery
February 6, 2011 – December 2011
Main Duties:
Investigate cases for recovery opportunities achieved through charge backs, working
directly with merchants, merchant banks and other departments within the company and
reviewing account activity with cardholders to identify save opportunities. This involves
following Visa and MasterCard rules and regulations in processing transactions. Analysts
also assess validity of fraud claims by reviewing all pertinent information to the case and
analyzing customer transaction patterns or history. Also establish contact with card
members, merchants and third parties for challenge or re-bill opportunities. Responsible
for achieving team and individual performance standards such as efficiency, customer
connections, policy and procedure adherence, error free rate and variance. Make
recommendations to management with regard to fraud trends, workflow, and strategy
revisions to consistently improve the Recovery function and increase recovery rate.

4. Chargebacks Advisor
JPMorgan Chase & Co.
Credit Card Services, Disputes-by-phone
April 9, 2010 – January 2011
Main Duties:
Handle calls from customers reporting unrecognized or unauthorized credit card
transactions. Initiates, analyzes and resolves customer claims with the goal of preventing
loss to the customer and to Chase.
Team Leader (Chase Team Manager equivalent)
Bigpond Wireless
Teletech Philippines
October 2008 – December 2009
Main Duties:
Responsible for managing a team of up to 20 Customer Service Representatives.
Constantly coach, motivate and influence performance improvement. Interact with all
levels of management.
Accomplishments:
 One time Team Leader of the Month in 2009.
 Six Sigma Whitebelt Trained.
Personal Service Representative
Retail Online and Mass Retail
Genpact Wachovia
March 2008 – September 2008
Main Duties:
Handle customer calls pertaining to their online access to their savings account, reset
their online access password, send and activate their ATM cards.
Accomplishments:
 Assigned as Process Training Assistant in August 2008

5. Customer Service Representative
Tribune Publishing
APAC Customer Service Philippines
April 2007 – December 2007
Main Duties:
Customer Service Representative for The Hartford Courant. Handle customer calls
pertaining to their account, delivery of merchandise (newspapers and/or other printed
materials), and billing queries.
Customer Service Representative
US 411 / UK 118-118 Directory Assistance
INFO-NXX Philippines Inc.
June 2003 – April 2007
Main Duties:
Customer Service Representative for the U.S. and U.K. markets. Handle customer calls
regarding residential and business phone number listings.
Accomplishments:
 Sent by the company to the U.K. for Focus Group Discussions and to tour as part
of a team incentive for top performance.
 Appointed to the Elocution Mentor Team.
EDUCATIONAL BACKGROUND:
Tertiary 1999-2003 (Undergraduate)
SAINT LOUIS ANNE COLLEGES
B.S. in Computer Science (Programming)
San Pedro Laguna
SECONDARY 1993-1997
ST. LOUIS ANNE ACADEMY
San Pedro Laguna
ELEMENTARY March 1993
PC1ES
San Pedro Laguna

6. PERSONAL DATA:
AGE: 34 CIVIL STATUS: Married
BIRTHDAY: November 10, 1980 RELIGION: Catholic
SEX: Male HEIGHT: 5’11”
Citizenship: Filipino WEIGHT: 176 lbs
CHARACTER REFERENCE:
Available upon request