- Correspond with customers through inbound calls regarding transactions on their accounts such as fraud investigation,
payments, loans, charges/fees, interest rates, rewards and other issues.
- Identify fraud trends, procedure and strategy opportunities that will improve fraud prevention and customer satisfaction. As
needed, may be cross-trained for other fraud processes such as specialized queues and fraud prevention functions.
- Assist customers in filing disputes on their debit card/bank account and provide details and updates about existing claims
within the agreed service levels.
Accenture
Mar 2022 – Nov 2022
Philippines
Chat Support Specialist
- Provide best-in-class customer service and problem resolution to customer queries over chat based service.
- Assist customers with order management queries, account issues, product inquiries and provide functional and/or technical
support for resolution of customer problems, incidents, issues, requests and queries.
- Ensure proper documentation, notification, escalation, and tracking and follow up of all incidents.
Accenture
Jul 2019 – Apr 2022
Philippines
Chat Support SME
- Liaise with other support teams, or product teams as required to resolve requests/issues in a timely manner.
- Ensure proper documentation, notification, escalation, and tracking and follow up of all incidents.
- Assist agents with customer queries and take escalations whenever necessary through chat based system
Accenture
Oct 2018 – Jun 2019
Philippines
Compliance Officer
- Facilitate remediation of audit findings by training staff to make course corrections and prevent future violations.
- Working with leadership to provide adequate information to staff to ensure that they have the requisite information and
knowledge of regulatory issues and requirements to carry out their responsibilities in a lawful and ethical manner
Accenture
Dec 2017 – Sep 2018
Philippines
Retentions Specialist
- Maintain and retain customers by utilizing key relationship building skills and effective customer service techniques.
Accenture
Oct 2015 – Nov 2017
Philippines
Customer Service Representative
- Assist customers with account issues and inquiry, billing concerns, technical issues and provide functional and/or technical support for resolution of customer problems, incidents, issues, requests and queries.
Stream Global Services
Jul 2014 – Apr 2015
Philippines
Technical Support Specialist
- Handle questions via phone addressing hardware, software, or internet related issues.
- Diagnosing & providing a path to resolving various technical issues.