Customer Service Technical Support
Resume:
Lirio E. Divino
Blk ** Lot *** Bella Vista Subd. Brgy. Santiago, General Trias, Cavite 4107
+63-917******* *****.*******@*****.***
BILINGUAL CUSTOMER SERVICE / FRAUD SPECIALIST/TECHNICAL SUPPORT SPECIALIST
■ Objective – Obtain a position as customer service representative/technical support specialist / fraud specialist, where my customer relations experience can be fully utilized to improve customer satisfaction and promote the company’s brand name.
Key Skills and Qualifications
Problem Analysis Problem Solving Organizational Skills
Customer Service Orientation Adaptability Initiative
Strong Interpersonal-Communication skills
Knowledge about customer service applications and administrative procedures.
Languages – Fluent in English and Spanish
Relevant customer service courses
High school diploma / Nursing Aide Diploma
Core Competencies:
Leadership, coaching and mentoring – Ability to motivate and train others.
Active listening.
Reading comprehension.
Excellent problem-solving skills.
Organized, combined with multi-tasking ability.
Work Experience/Background
Bilingual Fraud Manager
Synchrony Global Services Phils. Inc.
F3 Filinvest City, Northgate Cyberzone Alabang, Muntinlupa
April 2016 – Present
Leadership:
Oversee daily activities and supervise a team of Fraud Bilingual Representatives who provided excellent customer service towards banks’ credit cardholders.
Solved all major customer problems/queries that subordinates were not able to solve earlier.
Trains and supervise Fraud Bilingual Representatives to ensure optimum satisfaction of clients.
Manages a team of Fraud Bilingual Associates that focused on meeting Customer Service efficiency and quality standards.
Met with other team managers to discuss possible improvements in customer service and company’s products.
Trained and coached team members to deliver a high standard of customer service.
Learned about products and services and kept up to date with changes.
Bilingual Fraud Representative
Synchrony Global Services Phils. Inc.
F3 Filinvest City, Northgate Cyberzone Alabang, Muntinlupa
September 2013-March 2016
Communicated directly with customers by phone
Provided customers with the necessary assistance in keeping their account secure from any fraud activity.
Wrote and kept accurate records of discussions and correspondence with customers.
Responded promptly and answered/resolved customer inquiries and complaints.
Managed customers’ database accounts, performed customer verification and processed applications.
Worked with administration: forwarded requests and unresolved issues to the designated resource by communicating and coordinating with internal departments.
Kept records of customer interactions and actions taken, including – transactions, comments, inquiries and complaints.
Supplied customers with written responses and information and followed up on customer communications.
ACHIEVEMENTS
Was promoted as Fraud Bilingual Manager
Was chosen as a Peer Mentor various times to assist new hires in learning the process and system
Was chosen as POC ( Point of Contact) for Quality and Call Time Handling to drive improvement and excellence for the team
Was awarded various times as Top Performer of the Quarter
Bilingual Technical Support Specialist
Stream Global Services Inc.
July 2011- Aug 2013
Key Skills:
Outstanding analytical, problem-solving, and troubleshooting ability.
Superior communication (oral and written), customer service and interpersonal skills.
Both independent and team worker, as required.
MS Office proficiency and tracking-software familiarity.
Ability to multi-task and prioritize effectively.
Poised and patient when dealing with clients
Main Functions:
Provided business-clients with efficient support – Responded to phone calls, emails, and in-person requests.
Gave instructions to customers on the simple and complicated how to’s of their phones.
Worked closely and effectively with vendors to replace/repair defective hardware and software.
Instructed and trained end-users regarding phone literacy.
Gave instructions for warranty availment and follow up through phone and email customer’s handset repair and replacement.
■ Education
Nursing Associate
Escuela De Enfermeria Hospital Privado de Sta. Teresa
Guatemala City, Guatemala Central America
2006-2007
High School
The Sisters of Mary School
Bacood, Sta. Mesa Manila
1993-1997
■ Personal Data
Date of Birth: April 1, 1980
Place of Birth: Antipolo, Rizal
Civil Status: Single
Languages: English, Filipino, Spanish
■ Personal References
Mr. Melvin Lawrence Rodis
Senior Fraud Manager
Synchrony Global Services Inc.
Contact # : 099********
Mr. Kelvin Costanilla
Fraud EHD Manager
Synchrony Global Services Inc.
Contact # 094********
Mr. Joric Ingles
Team Leader
Stream Global Services
Contact # 091********
I hereby certify that the above information is true and correct to the best of my knowledge and belief.
Lirio E. Divino
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