Customer Service Support

DONALD KWANG YING PALALAY

+63-926-***-**** *************@*****.***

PROFESSIONAL SUMMARY:

10+ years of experience as Spanish Bilingual customer service and support, collections, retail sales and telesales, mortgage, insurance sales, escalation relationship manager, compliance and fraud analyst with highly effective interpersonal skills and effective communication skills both written and oral.

ACADEMIC QUALIFICATION: March 2005 – Zamboanga City State Polytechnic College,

Bachelor of Science in Industrial Technology Major in Electronics

WORK EXPERIENCE:

JP Morgan Chase & Co July 2019 – Present

Customer Service Support Specialist (Spanish Bilingual)

• Provide customer service support for banking clients.

• Responsible for logging wire transfer either domestic or international.

• Set recurring payments when needed.

• Ensure all information logged are accurate and correct.

Business Operations Analyst (Spanish Bilingual)

• Screen quarantined company messages (Email/Chats/Text) implementing company’s code of conduct

• Implementing company guidelines on OFAC sanctioned countries

Manulife Philippines Feb 2017 – May 2019

Sales Executive

• Provide solutions to clients’ needs by offering them with variable insurance plans, traditional plans, UITF, investments and estate plans. Servicing clients by doing an annual policy review. Hitting monthly insurance policy sales.

Ocwen Business Solutions Inc Sep 2014 – April 2019

Customer Service Escalation Relationship Manager (Spanish Bilingual)

• Resolve issues on mortgage accounts such as discussing escrow analysis, missing payment, property insurance, tax payments, modification of terms of the loan, processing assumption, satisfaction of mortgage, stop foreclosure proceedings.

• Ensure that the issue should be resolved within 7 days.

• Communicate with internal business units to help expedite the resolution process.

Customer Care/Collections Executive (Spanish Bilingual)

• Perform customer service tasks, collection/scheduling payments over the phone.

• Discuss account balance, payment due date, reinstatement, foreclosure proceedings, modification, and refinance.

VXI Global Holdings BV March 2013 – Sep 2014

Compliance Analyst (Spanish Bilingual)

• Screen money transfer transactions to avoid fraudulent activities, money laundering or

funding terrorism.

• Take inbound calls to discuss federal law of United States in connection to money transfer

law. Communicate with partners in Colombia, Peru, Argentina, for delayed transaction

claim and make sure transaction is processed on time.

• Scan state identification cards, driver’s license, passport, etc for any possible fraud.

Stream International Global Services Inc Aug 2011 – March 2013

Sales Service Professional

• Sell mobile phones and plans, including cross-selling and upselling.

• Process orders for mobile phones and discussing call, text and data plans to customers over

the phone.

• Maximise selling opportunity by checking network coverage, offering phone accessories,

modify payment plans, probing to uncover needs.

• Meet QA standard, number of sales divided by number of calls, AHT, types of plans offered,

and number of accessories and phones sold.

Aries Cellphone Repair Shop March 2006 – Nov 2010

Retail Sales and Customer Service Executive (Spanish Bilingual)

• Perform retail sales role including opening and closing of store, inventory of items, upselling

and cross-selling of mobile phones, products, and services.

• Responsible for mobile phone repair of all types, brand and model, LCD replacement,

manual chip replacement, keypad problem, no back lights, camera issue, signal problem,

ringtone, and microphone issue. Programming of mobile phones and computer systems.

Install applications, music, videos, and games.

AC’s Service Center June 2004 – Sep 2005

Electronics Technician (Spanish Bilingual)

• Responsible for television repair of all types, brand and model. Including amplifiers, sound system and other electronic appliances.

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