Erica Bianca Paggabao, Admin Manager | Fraud Analyst | Customer Support

About

Dedicated customer service professional with 4 years of experience in delivering high-quality support and resolving issues across multiple channels. Adept at managing inquiries, ensuring customer satisfaction, and working efficiently in fast-paced environments. Strong problem-solving skills and a commitment to enhancing the customer experience.

Experience

Transcosmos Information Systems Inc.

May 2022 – Aug 2024

L1 Customer Service Agent (Chat and Email Support)

- Supported customer satisfaction, addressing escalated complaints with diplomacy and acknowledgment. - Built rapport with customers through courteous and professional communications. - Handled complaints calmly and professionally, providing appropriate solutions to promote continued customer satisfaction. - Followed up on customer issues, reaching out to verify satisfaction beyond initial communication. - Handled confidential and sensitive data with discretion, reducing risk of fraud and theft.

Artcoholic

Dec 2020 – May 2022

Admin Manager/ Receptionist

- Coached and mentored junior team members, regularly assessing knowledge and skills gaps and implementing corrective action. - Managed team by offering support and constructive feedback to improve skills and maximize potential. - Monitored staff performance, evaluated employee skills continually seeking ways to improve. - Used excellent problem-solving and issue-resolution strategies to rectify difficulties quickly and effectively. - Led monthly staff meetings for team to communicate updates, process improvements. - Managed calendar to schedule employee shifts, maintaining organized operations. - Supervised and mentored junior team members, providing detailed instructions and guidance to maximized team efficiency.

Horizontal Vertical Properties Realty Inc.

Oct 2018 – Apr 2019

Account Manager

- Consistently met and exceeded department targets. - Persistently following up clients.

JP Morgan Chase Bank

Aug 2017 – Jun 2018

Fraud Analyst

- Engaged with other banks and financial institutions about reports of fraudulent behavior. - Closely examined extensive financial data for signs of fraud.

Education

St.Paul University of Manila

Jan 2012 – Jan 2016

Bachelor’s degree , Major in Institutional Management

Erica Bianca Paggabao

Admin Manager | Fraud Analyst | Customer Support

Skills

Languages