1. JOSE RICO D. SI JR.
Blk. 225 Ang Mo Kio Ave 1, #11-579
560225 Singapore
Mobile #: +6584577715
E-mail: joserico_si@yahoo.com
WORK EXPERIENCE:
JP Morgan Chase, Manila
Risk Management Analyst
March 2014 – March 2016
 Provide good customer service ensuring lifelong relationships with card members
 Make the necessary adjustments on credit card fraud and adhering to regulatory
compliance
 Document customer account activities thoroughly and concisely
 Mitigate fraud loss by a reasonable investigation that includes calling merchants,
reviewing card member’s spending pattern and doing a thorough research
 Processing chargebacks when necessary
 Adheres to Visa & Mastercard rules and regulations when processing transactions
TeleTech
Order Entry, Houghton Mifflin Harcourt account
April 2012- January 27, 2014
 Worked in a publishing company using systems SAP, Esker and Salesforce
 Acts as one of the Subject Matter Expert assisting new hires in training and nesting
 Enters purchase orders and approved cost proposals requested by school districts, private
and parochial schools in the US
 Verify customer and order information for correctness, checking it against previously
obtained information as necessary

2.  Obtain customers' names, addresses, and billing information, product numbers, and
specifications of items to be purchased, and enter this information on order forms.
 Answers product-related inquiries through e-mails
 Process authorized and unauthorized returns of materials
 Process large orders up to $250,000
TeleTech
Senior Reservation Representative, United Airlines account
April 2007 – March 2012
 Act as one of the Subject Matter Expert from 2009- 2011 for Australia and New Zealand
market
 Take escalated calls coming from irate, disservice and angry customers.
 Proactively coordinate with airport management during flights cancellations, delays or
special circumstances.
 Attends to calibrations calls and cascades information to agents regarding worldwide/
Australia-specific change in policies and procedures.
 Assists new and tenured agents through their system navigation, profiles interpretation
and all other reservations concerns.
 Take high volume of calls assisting travel agents and private customers with their
booking inquiry
 Knowledgable in creating US domestic and international itinerary, Star Alliance Round-
the-World, US Airpass, Circle-the-Pacific and Circle Asia for paid and award tickets
 Upsells other products such as car rental and loyalty program
Teleperformance
Sprint Telecom, Customer Service Representative
February 2006 – March 2006
 Take high volume of calls servicing customers regarding bill diputes, basic
troubleshooting and plan upgrades
 Upsell service related products such as text messaging, data plan, total equipment
protection and roadside assistance in every call
EDUCATIONAL BACKGROUND:
Pamantasan ng Lungsod ng Maynila
(University of the City of Manila)
Bachelor of Science in Business Administration
Major in Business Management
BSBA Graduate, 2005

3. CORE COMPETENCIES:
 Quick understanding of clients’ needs; capable of making recommendations accordingly.
 Ability to handle stress and work around-the-clock as required.
 Energetic, sensitive and stable.
 Multitasking: Skilled at working on simultaneous projects, without loss of details.