Requests
0
0
Keep in touch with meI'm using Intch to connect with new people. Use this link to open chat with me via Intch app
Work Background
J.P. MorganClient Service Manager
Feb. 2020Manila
JPMorgan Chase & Co.Client Service Support
Feb. 2020Philippines•Re-hired as a pioneer member to support US Private Bank Client Service team.
•Worked in a complex team-oriented and fast paced environment with internal partners to deliver a seamless service experience to Private Banking clients.
•Achieved high accuracy results in processing money movements from client requests.
•Initiate Ad hoc tasks such as Case Studies to present to management and team members learnings from errors committed, how to prevent reoccurrence and to improve the team’s overall accuracy.
United Overseas Bank Centre Of ExcellenceSenior Officer - Customer Service Officer
Oct. 2015 - Oct. 2019Kuala Lumpur, Malaysia• Worked in a shared service environment and assisting Singapore-based market call centre customer service support. • Meet KPIs set by company such as Average Handling Time (AHT) of 300 seconds and achieving Call Quality score of at least 90% and above. This is to ensure Service level agreement is met while maintaining customer service satisfaction. • Achieved EXSA Star, Gold & Silver awards from providing exemplary contribution and commitment to excellent service to our customers. • Promoted as a Permanent Staff transitioning from Emerio Malaysia.
Emerio MalaysiaSenior Officer - Customer Service Officer
Oct. 2013 - Oct. 2015Kuala Lumpur, Malaysia• Hired by Emerio Malaysia to work for UOB Centre Of Excellence. Emerio is an NTT Communications company that provides global IT services for client’s business needs. • United Overseas Bank is a Singapore-based bank that outsources their customer service in Malaysia. • We answer calls from their Singapore-based clients regarding their account-related concerns such as balance & transaction enquiries, promotions, resolving complaints & transaction disputes. • Ensure to achieve required metrics set by the company and at the same time to provide excellent customer service to clients.
JPMorgan Chase & Co.Telephone Banker
Oct. 2012 - Oct. 2013NCR - National Capital Region, Philippines• JP Morgan Chase is one of the top retail banks in Northern America. • Assist JPM Chase customers holding deposit accounts (i.e. checking, savings, time deposits, etc.) regarding billing related concerns, fees inquiry, perform transactional and maintenance requests. • Achieve excellent banker level surveys from customer interaction as part of monthly scorecard and to ensure high customer satisfaction rate.
HSBC Electronic Data Processing Philippines Inc.ISD Performance Coach | Fraud Analyst | Processing Executive
Oct. 2006 - Aug. 2012Alabang Muntinlupa City PhilippinesISD Performance Coach – ASP CCS PTB (May 2012 – August 2012) • Mentor & guide trainees who are about to enter the Operations team regarding systems navigation, procedure application & complex customer queries. • Conduct huddle session to highlight important facts/updates. • Perform call quality monitoring on trainees to ensure customer service is delivered consistently at the same time applying company policy & procedures. • Conduct coaching sessions with a trainee to ensure strong & weak points are highlighted and to properly address areas for improvements. Fraud Analyst – ASP CCS PTB (January 2011 – July 2011) • Utilize the fraud monitoring system on identifying suspicious transactions on credit card accounts. • Perform callout to client for transaction confirmation/verification to determine authenticity. • Practice wise decision making skills to mitigate possible bank losses arising from fraudulent transactions. • Rendered dual role as Fraud Analyst & Phonebanker whenever in need of additional manpower. Processing Executive – Manila Care (October 2006 – October 2010) • Answer calls from HSBC Philippines Customers’ pertaining to credit cards such as card transaction inquiry, billing, discuss fees in accordance to the terms & agreement of the card member. • Selected as one of the Retention Agent POC per team, responsible on doing callout to clients to retain accounts from closure. • Promoted as a Senior Processing Executive officer responsible in assisting Team Manager in handling complex customers’ requests, taking supervisory calls, admin related tasks such as call quality monitoring and requests approvals.
Intch is a Professional Networking App for the Future of WorkSee more people like STEPHEN on Intch
300k+ people
130+ countries
AI matching
Get Intch if you'd like to
620608 people
16
Product Support Specialist @ Emapta Global
36
Business Owner
16
Recruiter @ Austcorp Executive Consulting
203791 people
16
Recruiter @ Austcorp Executive Consulting
19
Insurance Agency Management Consultant
22
Tech Support @ IOM - UN Migration