Jayson Sodela

Customer Service/Sales, Technical Support , Team Lead, Data Entry and a Fraud Analyst

Message

Intro

Caloocan City, Philippines

Studied Education at Nueva Ecija University of Science and Technology

Outsourcing/Offshoring

Joined November 30, 2022

Skills

Languages

Tagalog

Fluent

English

Advanced

About

When Clients experience lots of issues and bad experiences with certain products or services, it is not a pleasurable experience at all. I have been with Customer services and BPO for more than a decade now and I am equipped for bringing back the customer's trust and regaining their confidence in the company I am representing. I help Clients through phone, email and chat support from general account inquiries, billing issues, unresolved concerns and even on the technical part of their accounts. I believe that it's not only enough to know the products and services that you are representing but to understand truly what would the customer's desire. Being trustworthy, efficient, respectful, knowledgeable and passionate would be part of the system that each and every Client must feel while you are talking to them. I have been with different Companies in the past that helped me more competitive and equipped to help the Client and get what they really want without compromising the companies rules and policies. I have handled Telco Industry, Logistics, Financial Services, Customer Support, Technical Support, Data/Fraud Analyst and been a Team Lead in the past. This is what I am. I have all necessary skills and experiences based on the job description posted. I can give you some of the list: * Customer Service Oriented * Punctual * Keen to details * Can do both phone and email support * Knows how to process order, provisioning and some back office support * Can handle a small group of people * Has technical background/training with different Telco and Internet provider * Flexible * Culture fit * Can communicate in English effectively * Goal focused * Do some work leg and task for fraud investigation including account access security * Can do multi tasking * Knows how to handle stress and pressure * Knows the boundaries between personal and professional relationship

Experience

Payward Inc

Mar 2021 – Dec 2022

USA

Fraud Analyst/ Verification Analyst

Response to clients, email and chat. Investigate and mitigate any fraudulent activity on client's account. Process incoming client applications.

Flat Planet

Jun 2019 – Nov 2020

Makati City

Team Lead

✓ Handling Team’s Performance and Monthly Review ✓ Processing orders for back office ✓ Report to the client directly through email, chat and video calls ✓ Process improvement for the client ✓ Performing Fraud Investigation and analysis

TPG/IINET

Feb 2016 – May 2019

Ortigas, Pasig City

Case Manager/ Technical Support

✓ Handles complaints, orders, billing issues and activations. ✓ Performs troubleshooting for NBN BROADBAND, ADSL, CABLE AND WIRELESS including email issues ✓ Creates report and handles back of house high level of escalation process.

Teleperformance/Telstra

Aug 2011 – Feb 2015

Greenfield, Mandaluyong

Team Lead/ SME/ Technical Support/Customer Service/Service Recovery Group

✓ Creates daily, weekly and monthly report ✓ Handles back-of-house high-level of escalation process ✓ Training newbies in the team ✓ Assisting/helping agents if there are lot of workload in our daily task ✓ Making sure that there’s no pending task left before the end of the shift

Education

Nueva Ecija University of Science and Technology

Jun 1999 – Oct 2006

Bachelor, Education