Highly enthusiastic customer service professional with 8 years experience in Financial Services. Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Dedicated Customer Service Representative motivated to maintain customer satisfaction and contribute to company success.
Core Strengths: Attentiveness Strong organizational skills, Good product knowledge, Seasoned in conflict resolution, Goal Oriented Focus, Courteous demeanor, Tenacity, Energetic work attitude, Adaptive team player, .
Excellent communication skills
Conflict resolution proficiency
Strong problem solving ability
Adept in automated attendant systems
OPL Champion Award for hitting the Operational loss goal
Exceeded LOB target for customer satisfaction for 6 months in a row.
Zenith Award Recipient for hitting 4.7 scorecard
Best in Efficiency Awardee for exceeding productivity goals.
Chargeback Advisor (Merchant Disputes)Oct 2013 to Current JP Morgan Chase Bank － Bonifacio Global City, Taguig
Responsible for researching and resolving customer billing inquires regarding merchant disputes, maintaining cardholder satisfaction and reducing losses to the bank.
Working in a high volume, fast-paced production environment.
Evaluate cardholder-initiated disputes through call center referrals and written correspondence/email relating to these inquiries, with an emphasis on engaging conversations with Chase cardholder.
Provide resolution to customer either by telephone or by sending written correspondence within targeted delivery time frames.
Financial Advisor (First Data Corporation)Jun 2010 to Oct 2013 Sitel Philippines － Ortigas , Pasig City
Received and process payments for returned checks. Assists check writers and cardholders who has having difficulties with their transactions.
Identify fraud trends, procedure and strategy opportunities that will improve Fraud prevention, detection results and customer satisfaction
Consistently show good judgment, professionalism, and willingness to take ownership in reaching an effective decision on any fraud tool.
Promoted as a Local Escalation Desk (2011-2013)
Investigate, resolve and respond to internal and External Customer complaints and inquiries received via phone, correspondence (mail or email)
Customer Service representative (PayPal)Aug 2008 to Jun 2010 Sitel Philippines － Eastwood City Libis, Quezon City
Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution. Maintains financial accounts by processing customer adjustments.
Bachelor of Arts, Broadcast Communication 2015Polytechnic University of the Philippines － Manila, Philippines