Experience

• 

  Lux Group

  • Philippines

  • Email Customer Support

    • Aug 2017 - Apr 2018
    • Philippines

    2017 - 2018, Lux Group(brandsexclusive.com.au, thehome.com.au, theactive.com.au, pop.com.au) - Online Australian Retail Shopping Website. Handling customer interaction, organizing item returns, and issue escalations, etc.

• 

  Ubiquity Global Services Inc.

  • United States
  • Outsourcing and Offshoring Consulting
  • 700 & Above Employee

  • Back Office Specialist

    • Aug 2014 - Apr 2018

    2017 - 2018, Lux Group(brandsexclusive.com.au, thehome.com.au, theactive.com.au, pop.com.au) - Online Australian Retail Shopping Website. Handling customer interaction, organizing item returns, and issue escalations, etc.2016 - 2017, Back Office (CatchGroup.com.au) - Online Australian Retail Shopping Website. I moderate customer feedback, update retail competitor pricing, website advert content creation, advert proof reading, and communicating with suppliers for tracking details.2015 - 2016, Catch of the Day (CatchGroup.com.au) - Online Australian Retail Shopping Website. I handle customer interaction, organizing item exchanges, issue escalations, etc.2014 - 2015, YumTable (CatchGroup.com.au) - Online Australian Restaurant Reservation. I handle advert photo revisions, blurbs and website content maintenance.

  • Risk Operations Analyst

    • Mar 2014 - Aug 2014

    Investigate and resolve debit card charge backs in a timely manner within the guidelines of the company and department standards. Interpret and apply MasterCard and Visa regulations for all dispute situations. Maintain all SLAs related to charge backs with client's merchants.Maintain a professional working relationship with both internal and external customers.Verify if the customers account has been credited with the cardholders bank by using the system OCS. If the account has not been credited, a letter is sent to the merchant requesting information pertinent to the cardholders claim.Research credit card charge backs for validity by researching Visa/MC regulations.Represent to issuing bank charge backs that are deemed invalid or able to be resolved without merchant response.Debit merchant with the letter explaining why they are being debited and whats needed to be done to resolve it only if charge back is valid.Support and/or assist charge backs telephone queue when needed.Participate in any/all training and educational activities necessary to fulfill at least the minimum requirements specified in the department goals.

  • Financial Customer Service Representative

    • Mar 2013 - Mar 2014

    Financial Customer Service Representative Job Purpose: Serves customers by providing product and service information; resolving product and service problems.Financial Customer Service Representative Job Duties:Attracts potential customers by answering product and service questions; suggesting information about other products and services.Opens customer accounts by recording account information.Maintains customer records by updating account information.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.Recommends potential products or services to management by collecting customer information and analyzing customer needs.Prepares product or service reports by collecting and analyzing customer information.Contributes to team effort by accomplishing related results as needed.Skills/Qualifications: Customer Service, Product Knowledge, Quality Focus, Problem Solving, Market Knowledge, Documentation Skills, Listening, Phone Skills, Resolving Conflict, Analyzing Information , Multi-tasking

• 

  CatchOfTheDay.com.au

  • Philippines

  • Dropship Coordinator

    • Jul 2014 - Jul 2017
    • Philippines

    2016 - 2017, Back Office (CatchGroup.com.au) - Online Australian Retail Shopping Website. I moderate customer feedback, update retail competitor pricing, Copywriter - website advert content creation, advert proof reading, and Dropship Coordinator - communicating with suppliers for tracking details.2015 - 2016, Catch of the Day (CatchGroup.com.au) - Online Australian Retail Shopping Website. I handle customer interaction, organising item exchanges, issue escalations, etc.2014 - 2015, YumTable (CatchGroup.com.au) - Online Australian Restaurant Reservation. I handle advert photo revisions, blurbs and website content maintenance.

• 

  C3/CustomerContactChannels, Inc.

  • Bonifacio Global City​, Philippines 1634

  • Telecommunications Customer Service Representative

    • Apr 2012 - Feb 2013
    • Bonifacio Global City​, Philippines 1634

    Telco Customer Service Representative: Interact with customers to provide and process information in response to inquiries, concerns and requests about products and services.Main Job Tasks and Responsibilities:deal directly with customers either by telephone, electronically or face to facerespond promptly to customer inquirieshandle and resolve customer complaintsobtain and evaluate all relevant information to handle product and service inquiriesprovide pricing and delivery informationperform customer verificationsset up new customer accountsprocess orders, forms, applications and requestsorganize workflow to meet customer timeframesdirect requests and unresolved issues to the designated resourcemanage customers' accountskeep records of customer interactions and transactionsrecord details of inquiries, comments and complaintsrecord details of actions takenprepare and distribute customer activity reportsmaintain customer databasesmanage administrationcommunicate and coordinate with internal departmentsfollow up on customer interactionsprovide feedback on the efficiency of the customer service process

• 

  APAC Customer Services

  • Correspondence Analyst

    • Nov 2011 - Feb 2012

    Responsible for researching and resolving issues that have been referred via referral by the Telephone Support Center, other internal departments, Department of Health Care Services (DHCS), and provider billing issues received from providers via written correspondence.

  • Medical Claims Representative

    • Oct 2010 - Feb 2012

    Medical Claims Representative Job Description:Review settled insurance claims to determine that payments and settlements have been made in accordance with company practices and procedures. Report over payments, under payments, and other irregularities.

  • Quality Analyst Intern

    • Oct 2011 - Oct 2011

    Responsible for listening to and monitoring associate calls for customer satisfaction, compliance and conformity. Ensures customer interactions comply with internal quality standards and overall consistency in the delivery of customer service. Supports the overall quality assurance work flow by conducting customer call evaluations and providing feedback. Collects, coordinates, evaluates, and provides call data for coaching, feedback, and reporting.

• 

  Convergys

  • Commonwealth Quezon City, Philippines

  • Customer Service Associate

    • Mar 2009 - Jul 2010
    • Commonwealth Quezon City, Philippines

    Interact with customers to provide and process information in response to inquiries, concerns and requests about products and services for DirecTV.Satellite TV CSR Job Description:play a vital role in maintaining high levels of customer satisfaction. handle customer calls relating to satellite television, programming and entertainment services, products and satellite systems/accessories, and assist with customer service inquiries regarding technical, billing and general information requests as well as promote products, hardware, accessories and services.