Customer Service Representative

ANNA MARIE VITO -TROZADO

Blk * Lot *** Catania St. Camella Milan

San Pedro, Laguna 4023

Philippines

Mobile #: +(63-915-***-****

Email add: ***********@*****.***

SKILLS / COMPETENCIES:

Inbound and outbound collections for auto finance

Customer Support for outbound calls prepaid debit cards

Good team player and multitasking capabilities

Customer centered action

Proven initiative with minimal supervision

Good communication and motivational skills that directs to good working organization in a team

WORK EXPERIENCE:

Dec 15, 2015 to present : Customer Service Representative

Digital Services Cambridge Limited ROHQ

2nd Flr. New Solid Bldg., 357 C. Sen. Gil J. Puyat Ave.,

Makati City 1200

ROLES AND RESPONSIBILITIES:

Acknowledge receipt of customer orders, process in consultation with customers to ensure specific requirements are met and follow through with other distribution departmentt to ensure prompt supply

Investigate and resolve customer enquiries using own initiative

Responsibility for one-to-one workplace training to ensure consistent standards of service are achieved and maintained

Represent department demonstrating skills to internal and external visitors assisting with public exhibitions or conferences

Continually review working practice and existing systems recommending areas of improvement and providing feedback on system developments

Detailed knowledge of electronic systems including internet and intranet ordering, site license agreements online access control products and comples databases

May 28, 2009- Sept. 17, 2014: Process Developer for US Acct

Genpact Services LLC.

5th floor. Genpact Bldg. Plaza A

Northgate Cyberzone,

Alabang, Muntinlupa City Philippines

*Customer Service Representative Tier 2 Supervisor (Feb 2012 – Sept. 17, 2014)

ROLES AND RESPONSIBILITY:

Receives and answers calls (inbound) by customer for a disputed unauthorized transaction with their prepaid debit cards.

Review financial statements, transaction and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing further investigation for a considerable resolution for the customers disputes.

Provides accurate information and procedures in carrying out disputes activity, determine documents required for the validation of an unauthorized transactons charged on a prepaid debit card.

Directs customers concern regarding fraudulent activity and possible ID theft flagged by Compliance team.

Check to ensure that appropriate changes were made to resolve customers' problems.

CSAT and FCR driven metrics being meet exceedingly

*Financial Analyst for Auto Finance Collections (May 2009 - Feb 2012 )

ROLES AND RESPONSIBILITY:

Confer with customers by telephone (inbound or outbound calls ) to provide information about status of financial loans for auto finance, cancel accounts, or obtain details of complaints.

Provides best possible resolution through alternate payment schemes and options to ensure customer’s ability to keep account current and in a positive status.

Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.

Determine charges for services requested, collect deposits or payments, or arrange for billing.

May 1998 – May 2003: High School Physical Education and Health Instructor

Immaculate Heart of Mary School

Guevarra Subd. San Pedro Laguna 4023, Philippines

SEMINARS AND WORKSHOPS ATTENDED:

Handling Classroom Management

Analyze Improve Manage ( AIM ) Training for effective collections

ICPC PACE Collections study

EDUCATIONAL ATTAINMENT

1990 – 1993 Bachelor of Science in Nursing

University of Perpetual Help System Laguna

Sto. Nino Binan, Laguna

1985 – 1990 High School Diploma

Colegio de Sta. Catalina de Sena

San Antonio, Binan,Laguna

1978 – 1985 Elementary Certificate

Centro Escolar University

Mendiola, Manila

PERSONAL DATA

Date of Birth : July 1,1972

Place of Birth: Manila

Dependents: Rainbow Hannah V. Trozado (daughter)

Rohi Caleb V. Trozado ( son )

Parents: Evangeline Biay Vito

Vicente F. Vito Jr. (deceased)

*references are available upon request

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