Customer Service Quality Assurance
Resume:
Alma Joy H. Cabahug
Orlando Sanchez, Alang-Alang
Mandaue City, Cebu, Philippines 6014
Landline # : 032-***-****
Mobile Number: +633*-****-*** 4451
Email: ******@*****.***
EDUCATION
Cebu Doctors University
Dental Medicine
Graduated: March 2001
West Negros University
Bachelor of Science, Major in Nursing
Graduated: March, 2008
EMPLOYMENT HISTORY
JP Morgan Chase & Co. October 2012 – present
Customer Service Specialist / Telephone Banker
- Provide personalized customer service to exceed clients' time and quality expectations.
- Processes transactions promptly and accurately responds to client requests and inquiries, including the administration of all rewards and fees.
- Processing customer inquiries by proceeding through appropriate work flows determined by probing and listening.
- Responsible for attending financial and non-financial customer inquiries (e.g. billing errors, disputed transactions, misapplied payments and other general inquiries and account maintenance).
- Integrating knowledge of the company's products and services in recognizing customers' needs; asking questions to learn about customer preferences directly related to company's products and services, explaining features and benefits and how it addresses account holder's preferences or concerns, facilitates enrollment of the customer in the program or transfers them to the correct department to process client's request.
SURVEY SAMPLING, INC. October 2005 – September 2012
(formerly Western Wats Phils.)
Quality Assurance Supervisor
Ensures accuracy of information and quality of delivery by monitoring telephone calls and recommending improvements.
Verifies results by measuring skills in use of scripts, greeting, diction, listening, etiquette, objection handling, efficiency, and courteous close of call.
Provide real time constructive feedback to the Interviewers, coaching and evaluates interviewing approaches by rating effectiveness of the representatives, providing quality ratings, identifying training needs, developing training programs and conducting training.
Maintain a high level of accuracy in conducting research and system resolutions for the department.
Directs quality initiatives by requiring adherence to quality assurance policies and procedures, developing new ideas and implementing changes.
PANALPINA WORLD TRANSPORT February 2004 – June 2005
Customer Service Officer
Working in an international freight forwarding company, I was tasked to interact with clients to provide information, address inquiries about our services. With regard to customer complaints, it was my duty to make sure these are valid and to do within bounds of my authority to make sure customers are satisfied the soonest time they hang-up the phone.
ASSOCIATED FREIGHT CONSOLIDATOR'S INC. October 2001-February 2004
Customer Service Representative
Monitor Import/Export shipments to/from Cebu and other areas worldwide.
Respond to customer inquiries like rates, shipment status, airline updates etc.
CHARACTER REFERENCES
Jasmin H. Raguilab
Branch Manager
Oriental Air Phils.
Mandaue City, Cebu
mobile # : 093*-*******
Rowena S. Cabahug
School Director
ACLC – Mandaue Branch
mobile # : 091*-*******
Contact this candidate