October 2023 - Present
Position : Client Support Specialist
Company : ADP Philippines
- Answer in-bound call and greet the customer warmly
- Verify the account information accordingly
- Checked the account accordingly as per customer's concern
- Provides resolution for clients with issues concerning payroll
- Troubleshoots client payroll errors
- Assists client to process manual check or off cycle payroll
- Addresses the concern of the client
- Provides appropriate resolution as per client’s issue
February 2020 - September 2022
Position : Customer Service Analyst (Level 2)
Company : Citibank / CBPS Singapore
- Bank and Credit Card Trained (Universalist) / Email & (AM) Livebank Support
- Dual Skilled - Voice and Email
- Bank Services:
- Answer in-bound call and greet the customer warmly
- Verify the account information accordingly
- Checked the account accordingly as per customer's concern
- Addresses the concern of the customer
- Provides appropriate resolution as per customer's issue
- Process upliftment of account when the account is inactive or dormant, debit card activation, check funds transfer, check transactions, payments, informs cm on how to update their contact information: address, phone number and email address via online banking or mobile app, request for account service fee waiver, etc.
- Sends an email to the Authorization Unit or Fraud Management Unit for approval when the debit card is declined
- Do callback the customer to provide follow-up when necessary
- Credit Card Services:
- Answer in-bound call and greet the customer warmly
- Verify the account information accordingly
- Checked the account accordingly as per customer's concern
- Addresses the concern of the customer
- Provide appropriate resolution as per customer's issue
- Process card activation, card replacement, lost card, duplicate payment, billing dispute, unauthorized transaction, credit balance transfer from card to card or credit card to bank account, inform customers on how to update their contact information: address, phone number and email address via online banking or mobile app, annual fee waiver, late fee waiver, etc.
- Sends email to the Authorization Unit or Fraud Management Unit for approval when the debit card is declined
- Do callback the customer to provide follow-up when necessary
- (AM) Livebank Chat Support Services:
- Answers asynchronous messages via Live Bank Chat
- Checked the account accordingly as per customer's concern
- Addresses the concern of the customer:
- bank account: Process upliftment of account when the account is inactive or dormant, debit card activation, debit card replacement, check funds transfer, check transactions - declined or on hold, payments, inform cm on how to update their contact information: address, phone number and email address, etc.
- credit cards: Process card activation, card replacement, lost card, duplicate payment, billing dispute, unauthorized transaction, credit balance transfer from card to card or credit card to bank account, inform customers on how to update their contact information: address, phone number and email address via online banking or mobile app, etc.
- Provides appropriate resolution as per customer's issue
March 2019 - January 2020
Position : Customer Service Associate
Company : ePerformax / PayPal (ROW - Rest Of the World)
- Dual Skilled - Voice and Email
- Answers in-bound calls or emails that is on queue
- Verify the account information accordingly
- Checked the account if there are pending or hold status on their account
- Assist the customer to expedite the pending or hold by asking approval from the supervisor
- Assist customer if there are refunds applicable
- Provided appropriate resolution to the customer's concern
- Resolve the customer concerns via phone and email
January 2016 – October 2018
Position : Customer Service / Retention Associates: SiriusXM Canada
Company : Concentrix (Formerly Convergys)
- Customer Service:
- Answers in-bound calls from all 16 provinces in Canada
- Verify the account information accordingly
- Addresses the issue of the customer with urgency
- Gives the customer the assurance that their issue will be resolved
- Provides first call resolutions to the issue of the customer
- Thank the customer before ending the call
- Retention Dept. :
- Answers in-bound calls from all 16 provinces in Canada
- Verify the account information accordingly
- Addresses the issue of the customer with urgency
- Gives the customer the assurance that their issue will be resolved
- Provides the customer that the best package that suits their listening preferences if the issue is cost related
- Changes the package that the customer agreed to
- Reads to the customer the disclosures and ask the verbal consent to ACCEPT
- Provides first call resolution to the issue of the customer
- Thank the customer before ending the call
October 2009 – June 2015
Position : English Teacher (ESL)
Company : School No. 198 / Oxford Vision Limited
- Taught English for Summer Camp from 2nd to 4th grade and other grade levels
- Taught English as Foreign Language in a Russian school, School No. 198 in Kyzylorda City, Kazakhstan
- Taught Regular English classes to 6th, 7th, 8th, 9th, 10th and 11th grade (Secondary Level) for 18 hours per week and Optional English classes for 18 hours per week
- Prepared lesson plans for Regular English classes to 8th, 9th, 10th and 11th grade (Secondary Level) for 18 hours per week and Optional English classes for18 hours per week
- Prepared power point lessons for Regular English classes 8th, 9th, 10th and 11th
- Taught English lessons to some teachers who wants to enhance their English skills (pronunciation, vocabulary, grammar, speaking and writing)
- Taught the Four Macro skills in English (Listening, Speaking, Reading and Writing)
- Gave diagnostic test to students to evaluate their English skills for Optional English classes
- Gave corrections to students during English classes or discussions for Optional English classes
- Taught students who belongs to the same level and different levels
- Gave reading and listening exercises then ask them questions about the listening exercises
- Performed other duties that is called for by the employer
