Jessa Via B. Cuabo

About Jessa

Results-driven professional with 8 years of experience in customer service, fraud analysis, and administrative support within BPO and client-facing environments. Proven ability to enhance operational efficiency and maintain high-quality customer experiences through skilled leadership, risk assessment, and cross-functional support. Expertise in handling high-volume workloads and sensitive account concerns across phone, email, and chat channels.

Skills

Experience

• As a Risk & Fraud Management Analyst at VXI Global Holdings, analyzed suspicious activities to conduct fraud investigations and support loss prevention initiatives, managing 200 weekly reports.
• Previously served as an Operations Team Leader, supervising 15-25 agents across multiple accounts, handling escalations, and ensuring KPI targets were met.
• Also acted as a Subject Matter Expert, resolving customer concerns and supporting team leaders with performance monitoring and leadership duties.