CLARENCE

ALLEN

GARCIA

Mandaluyong City, ****

(099*-*******

ad2k93@r.postjobfree.com

Focused and highly driven customer service professional with 9+years of extensive experience in company operations, personnel supervision, and training for online sportsbooks. Thrives in a fast-paced professional environment adept at managing cross-functional teams, collaborating with stakeholders, and achieving business objectives. Recreational sports and financial markets trader showing consistent results. WORK EXPERIENCE

AML & RG Analyst FansUnite March 2023-September 2023

Conducted risk assessments on new and existing customers to determine their risk level for money laundering and terrorist financing

Reviewed and analyzed customer transactions and activities for suspicious patterns and behavior including identifying possible RG cases

Provided insights and recommendations to senior management on ways to improve current AML and responsible gambling measures

Raised awareness among customers about responsible gambling measures and provides resources for support if needed

Monitored and processed all payment transactions ensuring that these are all legitimate and free from any potentially fraudulent activity

Identified and investigated instances of fraud including chargebacks, refund fraud, and identity theft

Served as a point person with other departments including customer support, trading, and finance in case handling ensuring that these are resolved quickly and efficiently Customer Service Manager Conduet Dec. 2022-March 2023

Managed a team of 3 supervisors and 13 CSRs

Managed day-to-day operation of the Operations Team while maintaining high levels of function expertise

Established operations objectives and work plans to improve productivity, product knowledge, and customer satisfaction.

Worked with the Operations Manager in workforce planning by examining business needs, investigating, and evaluating staff scheduling, preparing, and allocating staff resources.

Provided regular data-backed reporting to the Operations Manager that highlighted the individual and team KPIs. ·

Effectively addressed any performance issues and worked with the Operations Manager and HR for recommendations and implemented any necessary corrective actions.

Consistently provided documented coaching, feedback, and performance reviews

Ensured team adherence to policies and procedures

Closely coordinated with the local and onshore Marketing Teams ensuring the marketing campaigns were successfully implemented

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Customer Service Supervisor Conduet Nov. 2021-Dec. 2022

Managed the service queue ensuring that the daily SLA is achieved consistently

Conducted daily shift briefing and team huddles

Closely monitored team performance and does weekly quality audits and calibrations

Submitted daily shift reports

Customer Service Representative Conduet Oct. 2021-Nov. 2021

Effectively handled general and account-specific inquiries from Hard Rock Sportsbook Florida clients via email and chat

Strategy Caller EmpowerU Inc. Aug. 2019-Sept. 2021

Conducted strategy calls for the Asia Pacific (Australia/Philippines) and EMEA (UK/South Africa) regions

Administered financial needs analysis and trader personality profile assessment tests for clients

Promoted the company’s Learn Forex Course programs to clients

Consistently achieved monthly sales goals and department KPIs Quality Analyst Infocom Technologies Inc., Sept. 2018-Dec. 2018

Responsible for assessing the quality of the performance of CSRs who dealt with existing customer

Monitored the inbound and outbound responses of the CSRs in the social media pages of the company’s client to assess the demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures

Improved the FCR rate and AHT of CSRs thereby improving customer turnaround time ESL Tutor RareJob Dec. 2016 – May 2018

Provided online English lessons based on given modules or as preferred by students

Assisted students in improving their vocabulary and communication skills through various methods

Provided constructive feedback to students and to the company via reports Runningball Supervisor Yew Tree Services, Inc., Feb. 2012 – June 2018

Handled all Runningball bookmaking operations for BetISN

Coached and mentored team members including working with Team Leaders to ensure adherence to departmental procedures and guidelines

Provided weekly and monthly reports to the CEO, COO, and Runningball Manager

Was a member of the company's Training Committee which standardized the training modules and developed the training programs of the company

Was a member of the company’s initial Marketing Team which introduced and developed different marketing campaigns to increase customer base, brand awareness, and company revenue

Customer Service Supervisor Integrim BPO Solutions, Inc., Jul 2010 – Feb. 2012

Coached and mentored the team members including working with the Senior CSRs to develop career progression plans as required

Assisted the CS Manager with all disciplinary communication, decisions, and actions

Provided weekly and monthly reports to the Site Director and CS Manager Senior Customer Service Representative Integrim BPO Solutions, Inc., Jan. 2010 – Jun. 2010

Managed the CSR team serving as the first point of contact for CSR inquiries and escalations

Trained newly-hired CSRs

Customer Service Representative Integrim BPO Solutions, Inc., Sept. 2009 – Jan. 2010

Handled incoming calls, emails, and chats from North American and Canadian clients for an international sports book

ARM Recoveries Collector NCO Group, Jan. 2009 – Aug. 2009

Negotiated with debtors and qualified them into the best payment plan options so that they can completely pay-off their debt in minimal time

Consistent top performer in terms collections and cash-in percentages Senior Line Supervisor Orient Capital Ventures Inc., Nov. 2005 – Oct. 2008

Identified trading opportunities to maximize trading profit

Monitored clients betting patterns and profiled clients accordingly to ensure that the company's risk exposure was minimal

Handled all daily bet shop operations ensuring compliance with the company's policies and standards

Supervised and trained traders in the areas of sports trading such as but not limited to price and events feeds, handling customer inquiries and complaints, bet taking, and other trading practices and procedures

Coordinated with the Marketing and Promotions Department in conceptualizing, implementing, and evaluating the different company marketing drives and site promotions Store Manager Tower Records Makati, Jun. 2005 – Oct. 2005

Managed the company’s flagship store

Implemented procedural and systematic programs that improved the store’s daily operations

Consistently met and exceeded monthly sales targets Store Manager Tower Records North Edsa, Jun. 2004 – Jun. 2005

Managed the construction of the company’s seventh store ensuring that daily and weekly tasks are completed within schedule

Handled preparations for the store’s opening including the recruitment and training of staff and procurement of store and office equipment

Consistently met and exceeded monthly sales targets Store Manager Tower Records Quezon Avenue, May 2003 – May 2004

Introduced and handled sales and customer service programs resulting in increased sales and improved customer service and patronage

Developed and initiated new work systems and procedures which improved sales and reduced operating expenses of the store

Store Supervisor Music One Greenbelt, Mar. 2003 – May 2003

Supervised and trained store personnel with emphasis on improving customer service and selling skills

Handled all daily branch operations

implemented store policies ensuring compliance with company standards and customer needs Store Product Assistant Tower Records Makati, Sept 2002 – Mar. 2003

Supervised activities that directly support store events and promotions

Provided the store manager and head office departments pertinent reports regarding store operations, product inventory, and sales

Events and Promotions Assistant Tower Records Makati, Apr. 2002 – Sept 2002

Coordinated with the Marketing Department store events and promotions Customer Service Officer Tower Records Makati, May 2001 – Apr. 2002

Responsible for handling customer complaints, returns, orders, and product reservations Floorstaff Tower Records Makati, Jun. 2000 – Apr. 2001

Assisted customers in finding specific products and answered customer queries Sales Officer All Asia Life Assurance Corporation, Jul. 1999 – Dec. 1999

Sold life and non-life insurance policies to clients Marketing Officer Ayala Plans Inc., Jul. 1998 – Jul. 1999

Assisted in the formulation, administration, and evaluation of sales drives and sales incentives of the company

Handled all the major sales events and sales drives of the company Training Officer Ayala Plans Inc., Dec. 1997 – Jun. 1998

Developed the training needs analysis program which was the basis of the subsequent training programs of the company

Responsible for the design and implementation of the training programs of the company which resulted in better career and sales development of the company sales force EDUCATION

Pamantasan ng Lungsod ng Maynila, Jun.1993 – Apr. 1997

Bachelor of Science in Psychology

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