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Customer Service Representative

Location:
Quezon City, Philippines
Posted:
December 19, 2019

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Resume:

LAWRENCE VILBAR ZABALA

OBJECTIVE:

Obtain a position as a team-player in a people-oriented organization where I can maximize my customer-service and banking experience in a challenging environment to achieve the corporate goals.

WORK EXPERIENCES

LINDE GLOBAL SERVICE MANILA

Collections Officer January 2015 – Present

Act as the officer in charge for the day in the event that the team leader is not available

Follows RSP collections processes to ensure customer debt is improved

Properly capturing the details of a customer query by using CRM

Accurately using the correct wrap codes per call for effective campaign management

Uses good judgement in adhering to the debt collections guidelines to ensure that operational and reputational risks are mitigated

Responsible for logging customer queries, disputes and complaints in CRM to resolve any pending issues

Accurate and maximum utilization of SAP functionality in maintenance of customer master database and CRM functionalities, particularly to capture all customer inquiries to support CRM intent.

Accountable for reducing delinquency for assigned accounts.

Provide excellent customer service by ensuring that collections issues are resolved, identified and anticipates possible customer dissatisfaction scenarios.

MACQUARIE BANK OFFSHORE SERVICES

US Settlements April 2013 – January 2015

Instruction of trades to various custodians.

Ensure trades are agreed and released into the market by our counterparts.

Chase unmatched and failed.

Fails reporting.

Daily reconciliation of stock and cash breaks.

Preparation of relevant documentation for settlements.

Establish and maintain close working relationships with other settlements teams accross the globe and as well as traders.

HSBC ELECTRONIC DATA PROCESSING

Global Banking and Markets- Dec 2010 -April 2013

Investigation of break entries Ledgers and Statements.

Sending of swift messages and emails to relevant parties involved in causing the breaks.

Processing of payments or re-effecting of wire transfer e.g. MT103/MT202 to resolve the outstanding entries.

Directly supporting FX Traders in identifying and fixing breaks through reporting and adjusting cash in nostro.

Daily interaction with Branch Relationship Managers in their queries. Analyzing, and creating an exception if required upon receipt of swift messages and emails from Managers and Corporate clients.

Investigating breaks in nostro account making sure that breaks are reconciled and resolved. Transmitting messages via authentic swifts like MT103, 202, 900, 910, 199, 299, 999etc.

Responsible for carrying out Management reporting like Treats and Hub reconciliation, Fails report and Overdraft Report.

Liaison and and escalation of ageing issues to Senior Management. Implementing procedures and controls to reduce risk such as operations losses etc.

Processing of instructions from client such as MT540, MT541, MT542 and MT 544

Verifies all instruction entered by the processor.

Contacting Fund Managers for settlement confirmation of a trade, details and additional data required to complete a transaction.

Extracting and preparing of reports to finalized a Redemption and Subscription trade

Collection (outbound) Associate JANUARY 2008- Nov 2010

Assisting cardholder regarding credit card payment.

Making outbound calls to delinquent cardholders.

Negotiating for required payments.

Processing of payments through check by phone.

EPERFORMAX CONTACT CENTER

Customer Service Representative for WAMU -May 21, 2007 to December 2007

Financial Associate for Washington Mutual Card Services

Handling of customers request such as credit card activation, payments, fee reversal, payment research, disputed charges and other Credit Card procedures

Processing payment by phone, promise to pay and other collections procedures

Taking inbound calls for level 1 past due accounts.

Collecting the necessary payment due to avoid client paying late fees and charges.

Processing of payment by phones

Negotiating for amount that is necessary to keep the account active.

BPI FAMILY SAVINGS BANK -

Sales and Service Associate - JULY 1996 to JULY 2006

Financial professional 10 years of Banking Industry experience

Processing of deposits, withdrawals, miscellaneous payments and others.

Effective handling of customer complaints, knowing their needs and wants, and making solutions to their problems.

Opening of new accounts, explaining the benefits and advantages of bank products and services.

Efficient handling of customer complaint file and keeping track of the development for the immediate respond to the customer’s questions.

Assisting the clients by getting information required or referring them directly to the person in charge.

Answer all phone inquiries regarding bank products, services and policies.

Checking all files and keeps it updated. In charge of all the books and registry on a day-to-day basis.

Cross selling other products of the bank.

Maintains excellent public relations.

Computed figures with speed and accuracy.

Consulted with clients regarding their financial goals.

EDUCATION:

POLYTECHNIC UNIVERSITY OF THE PHILIPPINES

Bachelor in Business Administration Major in Marketing

1992-1996

SKILLS:

Proficient in MS Office ’ (MS Word, MS Excel, PowerPoint, Internet Explorer)

Internet explorer with typing skill of 45 wpm

PERSONAL:

40 Years old November 12, 1975 Catholic

Single 5” 6' 70 KGS.

#75 Villa San Juan Sto Tomas Pasig City

Tel No. 02-654-3309

Cel No. 091*-***-****

ada3xa@r.postjobfree.com )



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