Customer Service Representative
Resume:
Herchel M. Ignacio
*** ********* **., ******** **, Pasay City
************@*****.*** /***************@******.***
PERSONAL INFORMATION
Date of Birth : June 3, 1984 Age : 33
Height : 5”8 Civil Status : Single
Nationality : Filipino Religion : Roman Catholic
WORK EXPERIENCE
December 2016 – August 2017
NITRO PDF Pty LTD - Homebased
POSITION
CUSTOMER SUCCESS ASSOCIATE
Interact with customers (email/ticket) to provide and process information in response to inquiries, concerns, and requests about products and services;
Gather customer’s information and determine the issue by evaluating and analyzing the symptoms;
Performs the role within given timescales, efficiently and effectively
Ordering all required verifications, documentations and subsequent follow ups
Research required information using available resources;(Salesforce, Customer Assist and Knowledge Base)
Contributes to other projects if requested
Ensure compliance with all applicable state and federal laws and regulations
WORK EXPERIENCE
June 2014- December 2016
JPMorgan Chase Bank, N.A.
POSITION
SENIOR SPECIALIST I
Perform various file maintenance duties including but not limited to; discharge research and preparation, performing loan corrections, completing the standard system check review and comparison, and maintaining all hazard insurance tracking for all mortgages
Complete assigned service requests within the established department timeframes and effectively communicate with members as needed
Performs the role within given timescales, efficiently and effectively
Ordering all required verifications, documentations and subsequent follow ups
Identifies and offer new opportunities and solutions by evaluating customer’s financial needs and focusing on how our company products can better serve their financial goals
Contributes to other projects if requested
Ensure compliance with all applicable state and federal laws and regulations
WORK EXPERIENCE
August 2011- June 2014
JPMorgan Chase Bank, N.A.
POSITION
CONSUMER LOAN DOCUMENT SPECIALIST
Responsible for performing a variety loan documentation duties on moderately complex loans, using comprehensive knowledge of policies and procedures for loan products
Processing; closing and compliance for loan products; interpreting policies while analyzing applicant property and documentation
Performs the role within given timescales, efficiently and effectively
Ordering all required verifications, documentations and subsequent follow ups
Identifies and offer new opportunities and solutions by evaluating customer’s financial needs and focusing on how our company products can better serve their financial goals
Contributes to other projects if requested
WORK EXPERIENCE
September 2009 – August 2011
JPMorgan Chase Bank, N.A.
POSITION
RETAIL FINANCIAL SPECIALIST
Responsible for responding to customer inquiries relating to deposits, financial transactions and problem resolution
Provides prompt and accurate answers, utilizing all available resources including bank computer software applications in a Windows environment
Performs the role within given timescales, efficiently and effectively
Develops and maintains a full (technical) knowledge of client surveys and services
Identifies and offer new opportunities and solutions by evaluating customer’s financial needs and focusing on how our company products can better serve their financial goals
Contributes to other projects if requested
WORK EXPERIENCE
November 2007 – August 2009
SYKES ASIA
POSITION
CUSTOMER SERVICE REPRESENTATIVE
Provides first line support, providing immediate problem resolution
Ensures that a positive client image is portrayed at all times
Performs the role within given timescales, efficiently and effectively
Develops and maintains a full (technical) knowledge of client surveys and services
Recognizes when a problem or query should be transferred to another department or a second level support
Adheres to client’s defined processes and procedures and company policies
Logs and records all tickets accurately and in line with procedures as set by client
Meets specified email volume/production targets agreed by individual project
Maintains and updates all administration
WORK EXPERIENCE
April 2006 – December 2006
INFONXX, PHILS.
POSITION
CUSTOMER SERVICE REPRESENTATIVE (LEVEL II)
Takes part in a project briefing and supports the concerned project actively
Provides first line support, providing immediate problem resolution
Performs the role within given time scales, efficiently and effectively
Develops and maintains a full (technical) knowledge of client surveys and services
Recognizes when a problem or query should be transferred to another department or a second level support
Adheres to client’s defined processes and procedures and company policies
Logs and records all tickets accurately and in line with procedures as set by client
Meets specified email volume/production targets agreed by individual project
Contributes to other projects if requested
Responds timely and accurately to the escalations of the Level 1 support
Assist Level 1 support towards 1st time resolution
Assist in team meetings
Perform Quality Monitoring of agents and feedback findings (strengths, areas of improvement)
Helps in monitoring agents performance and in updating their records on a daily basis
Informs agents with their performance
Monitors skills of agents and recommends additional training when needed
Plans, assigns and directs work to the team/employees in cooperation with the team manager or training manager
EDUCATION
2002 – 2005 College Level
Central Luzon State University
Bachelor of Arts in Development Communication
TRAINING
Online Banking Training
October 2010 JPMORGAN CHASE BANK N.A.
Value – Based Sales Training
May 2009 SYKES ASIA
Telephone Doctor Customer Service Training
November 2007 SYKES ASIA
British Accent Elocution Training
June 2006 INFONXX
How To Be An Effective Journalist
September 2005 K of C - Central Luzon State University
Getting Familiar with Microsoft Word Training
July 2005 Dr. Rheimer Hall - Central Luzon State University
Transactional Mortgage
June 2014 JPMorgan Chase, Global City, Taguig
Full Mortgage Servicing
November 2014 JPMorgan Chase, Global City, Taguig
Banker Services and Home Equity Line of Credit Servicing
May 2016 JPMorgan Chase, Global City, Taguig
OTHER SKILLS
Computer Literate
English Proficiency
Interpersonal Skills
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