Maria Graciela Almonguerra, Cfe Email & Phone Number

Lead the global operations on fraud detection and chargeback management

Philippines

Responsible for the leadership, innovation, and management necessary to identify, evaluate, mitigate and monitor the Customer Success risks.Helps to develop risk management tools, practices, and policies to analyze and report risks, and to manage risks according to the enterprise risk management framework.Ensures the Customer Success team is in compliance.

Philippines

Oversee investigations of possible internal and customer fraud based on transaction behavior of both customers and employees.Work closely with Human Resources and Legal Department in handling possible fraud cases.

Philippines

Part of the pilot team that helped build the company from 5 employees to more than 500 employees locally, 3,000 employees globally, and established in at least 8 sites.Establishes work procedures and processes that support the company and departmental standards, procedures, and strategic directives.Supervises, leads, coaches, and inspires a team of team.

Philippines

• Supervised at least 40 service desk engineers in improving call quality.
• Knowledge transfer in South Africa for account migration. Improved existing processes and created new ones for transition of the service desk to the Philippines.
• Created ticket monitoring template.
• Transaction Monitoring – listen and assess calls and the respective cases logged for these calls to ensure that the operational quality measures are adhered to.
• Case Review/Ticket Audit – checks if a case has been properly handled as per the desk’s process
• Feedback - sessions for individual agents to address concerns, perform supportive activities and set goals

Philippines

• Assesses call quality to ensure that customer service representative delivers their role with the client and the company’s quality values and methodology.
• Provides effective and constructive feedback to the agents to acknowledge best practices and help achieve their goals.
• Coordinates with Team Leaders and Trainers in identifying training gaps and address areas of opportunities.
• Recommends action plans to Team Leaders and Trainers to ensure excellent customer service is being provided.

Bachelor Of Science (Bs), Mathematics

Activities and Societies: Adamson University Student Government

Education record