Always striving for excellence
Customer Service Professional with a 9-year track record in financial and credit card industry. Skilled in Microsoft Office and administrative tasks (research, email management, calendar management, data entry, and reports). A graduate of Bachelor of Science in Accountancy.
PROFESSIONAL EXPERIENCE:
Capital One Philippines Support Services Corporation
October 2013 - December 2018
Senior Quality Coordinator
- Managed a quality monitoring sample within the required timeline and communicates results to management
- Recommended improvements to quality processes, policies, and procedures
- Facilitated quality calibration sessions
Workforce Process Coordinator
- Handled incoming calls from agents who need schedule assistance
- Processed schedule change requests received through email
Senior Operations Representative
- Processed new credit card applications over the phone
- Consistently achieved high level of customer satisfaction by evaluating needs and providing expert resolution and options to customers
- Received awards and recognition for highest scorecard for three consecutive quarters
HSBC Electronic Data Processing, Inc.
June 2010 - September 2013
Retail Escalations and Support Queue
- Provided support to front-line agents by answering inquiries, handling escalated calls and resolving customer complaints
- Created skill builders that helped frontline agents assist customers effectively and efficiently
Retail Services Care Associate
- Delivered excellent customer service by resolving concerns on retail credit card accounts
- Consistently recognized as Top Agent of the Month and sought out for best practices by fellow associates
Global 9, Inc.
March 2009 - May 2010
Telemarketer
- Outbound telemarketing services for home improvement, mortgage companies, and insurance and credit card companies in the U.S.
- Lead generation, cold calling
- Events marketing campaign
APPLICATIONS:
Microsoft Excel, Word, Powerpoint, Office 365, Outlook, Gmail, Google Sheets, Google Doc
Work Terms
I can work part-time for up to 4 hours a day Monday-Saturday. Payments can be made through PayPal.