Customer Service Management

Janice Jabol

SKILLS

Office Skills:

Managerial

Record Management

Time keeping

Filing

Spreadsheets/Reports

Event Management

Executive Support

Logistics

Front-Desk Reception

Travel Coordination

Researching

Inventory

Computer Skills:

MS Word

MS Excel

MS PowerPoint

MS Outlook

Windows

Touch Typist

World Wide Web

DOS Based software

Personal Information

As a self-made individual, I am driven by my dedication to bring my expertise in administrative management, customer service and multi culture exposure; sales, risk management, calendar management, events and travel arrangement to support my superior and stakeholders towards success. My passion for delivering results by ensuring all action items are completed, goals are achieved and everything runs smoothly.

Specialties: Attention to details, time management, prioritization, multi-tasking, researching, risk management, customer relations, customer satisfaction, presentation, documentation, financial reporting, leadership, recruiting, telephone and communication skills.

Professional Experience

2015-Present Cashwerkz LTD PTY, Senior Administrative Support

Volenday Inc, Multinational BankCorp Center, Ayala Ave Makati

Identified Compliance gaps

Raised issues for Process Improvement using JIRA tickets

Soft Skills Mentoring and Training

Sent to Sydney to train new hires on process knowledge

Sent to Sydney Australia to conduct End-to-end Walkthrough with Compliance Office/Relationship Manager for the business to sign off on the completion of procedures.

System Testing

Created Manual Email Templates

Created Canned messages for Chat responses

Phone Support using Bria

Updated existing procedures according to Business to customer and

Documented procedures for:

oCustomer Handling

oGuidelines For General Enquiry

oGuide To Call Handling

oHandling Customer Enquiries

oChat Support

oCustomer Support Representative's Manual

oSample Verification Documents KYC Requirements

oZoho Usage

2008-2014 Corporate Investment Bank, Senior Administrative Assistant

JP Morgan Chase, Net Plaza Bldg.Taguig City

Senior Leaders Calendar Management

Prepares/monitors/files Travel & Entertainment and other expense reports

Schedules and filters appointments

Manages senior leaders’ domestic and international travel arrangements

Plans and coordinates site wide events

Updates leavers and joiners database

Raises backfills and entry for new hires

Tracks visitors and travel registry

Updates relevant reports in CIB database

Coordinates with third party companies on the contracts and payment of full time contractual employees

Assist in ad hoc projects (surveys, research, interview, storage) that may be required from time to time

Participation in People Agenda

Logistics on every Rewards & Recognition events site wide

Takes care of overall LOB event logistics

Credit Card Services, Risk Management Senior Analyst, Fraud Recovery

JP Morgan Chase, Net Quad Bldg.Taguig City

Proved integrity by effectively handling sensitive information and maintained confidentiality when working customer accounts.

Recognized and commended in setting, achieving and exceeding daily and monthly goals.

Exhibited flexibility by being a team player, worked and assisted colleagues ensuring calibration on process related updates and communication newsletters.

Effectively utilized all resources in solving cases by conducting Reasonable Investigation.

Demonstrated self-confidence and the ability to maintain composure in difficult situations, when dealing with both internal and external customers including third party, merchants, businesses and law enforcements.

Anticipated situations, developed proposals that helped the department decrease our errors by 33%.

Appropriately identified when to seek assistance or escalate sensitive issues that involved elderly abuse and SAR.

Processed financial investigative review to mitigate losses due fraud, ensured reasonable investigation was done and standard operating procedures were followed at all times.

Facilitated refresher courses with both tenured and new hires in assistance to training the department.

Monitored and managed risk by keeping a look out for fraud trends in compliance to Anti Money Laundering.

Followed all critical Policies and Procedures ensuring compliance to U.S. laws.

2007-2008 Financial Service Specialist/Brokerage

ACCESS World Wide (AWWC) INC., Ayala Ave

Provided investors with excellent financial customer service support.

Effectively handled sensitive information and maintained confidentiality.

Have been recognized for achieving sales goal after satisfying customers.

Effectively utilized all resources in solving customer, billing and statements, tax and year end report concerns with excellent listening, written, and verbal communication skills.

Demonstrated self-confidence and the ability to maintain composure in deescalating difficult situations.

Effectively demonstrated excellent customer service skills by providing irate customers positive solutions.

Appropriately identified when to seek assistance or escalate sensitive issues.

Demonstrated skills in computer including with word processing, MS Office, spreadsheets and internal database systems.

2006-2007 Team Leader Logicall Inc, Makati City

Supervised a team of 12 to 16 associates, encouraged team spirit, set and exceeded monthly goals.

Coached on daily weekly and monthly performance,

Provided feedback and conducted employee evaluations and results.

Managed people through empowerment and initiated decision making responsibilities within the team for thorough collaboration and execution of deliverables.

Skilled with ideas and strategies to achieve agreed goals and vision for the department.

Coached on relationship value with customers, ensured quality and efficiency is maintained on delivery of service.

Worked with other managers shared ideas and facilitated exchange of “Best Management Practices” towards achieving success.

Identified improvements/enhancements to assist in the implementation of policies, procedures, new systems and organizational changes.

Worked with leadership team to resolve any operational issues.

2005-2006 Customer Service Specialist/Mortgage ICT Inc., Ayala Ave. Makati City

Gained expertise in customer service as an inbound mortgage representative.

Accurately collected payment by phone and accommodated customers in their easy inquiry concerns.

Recognized for giving excellent technical support and outstanding sales performance.

2004-2005 Customer Service Representative/Sales Vision-X Inc., Ayala Ave. Makati City

Excelled in performance and gained expertise as an Inbound-sales agent.

Accurately placed catalog orders and accommodated customers in their easy inquiry concerns.

Recognized for giving excellent customer service and outstanding sales performance.

Recognized for meeting and exceeding all metrics; Club conversation, Up-selling, Quality and Attendance.

2003-2004 English Teacher/Secretary Daejeon Theological Seminary, Dajeon South Korea

Encoder, researcher, and Sunday School English Teacher during weekends.

Performed word processing, maintained spreadsheets and prepared PowerPoint presentations,

Responsible for administrative and clerical functions such as filing and data entry.

Managed telephones and correspondence

Operated fax and photocopying machine

2002 On the Job Training/Encoder House of Representative, Batasan Quezon City

Performed all clerical duties exactly same as stated above.

With typing speed of 60 and above words per minute.

Education

1999-2003 B. S. Office Management Systems Technology Institute (STI) College

1999 A.B. English University of Manila

REFERENCEs

JP Morgan Chase Communications Manager: Jerome Lacsa +639*********

JP Morgan Chase Project Manager: Renee Cantos +639*********

Volenday/Cashwerkz Team Manager: Daniel Joseph Saracin +639*********

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