Customer Service Representative

John Xavier A. Ancheta

Rm*** Al Dannat Bldg Al Rigga Dubai, UAE ****.*******@*****.***

https://www.linkedin.com/in/john-xavier-ancheta-07661ab7/ PROFESSIONAL SUMMARY

Reliable, energetic and resourceful customer service professional with over 8 years of experience resolving customer complaints and promoting conflict resolution. Expertise in client services, account management and relationship-building.

WORK EXPERIENCE

Dnata - Emirates Group - Dubai, U.A.E July 2015 - July 2020 Customer Service Representative(British Airways)

• Recognize and provide a premium service to our commercially important customers, and those travelling in our premium cabins.

• Build loyalty and encourage customers to enroll in the Executive Club and on the business programs.

• Demonstrate and role model BA Service hallmarks and BA Brand Behaviors when dealing with customers, colleagues, and stakeholders.

• Coordinate quick and efficient handling through Airport processes.

• Follow through to any resolutions and problems incurred.

• Pro-active and reactive service recovery.

• An active part of the British Airways team reporting to BA CSDM on shift.

• Proactively support BA CSDM and Flight Supervisor on shift as required, and assist operational requests.

Capital One Philippines Support Services Corp. - Manila, Philippines October 2013 - April 2015 Fraud and Disputes Operation

• Maintain management information systems(Manual or Computerized)

• Service Fraud Related Concerns regarding their accounts.

• Categorized Fraud Type and Fraud Category based on outbound calls.

• Analyzes Data provided by Fraud Recovery Team.

• Updates Fraud reports of Customers to Credit Bureaus(e.g. Equifax, Transunion and Experian) Automated Consumer Dispute Verification

• Accurately update pending Credit Bureau disputes sent by Business Partners and Customers.

• Analyzes and reviews Credit Bureau disputes sent by Attachments.

• Send letters about updates and information of Credit bureau and customers alike.

• Process Bankruptcy Cases coming from Credit Bureaus.

• Decision them according to the documents the Bureau provided. HSBC - Hongkong and Shanghai Banking Corporation - Manila, Philippines Dec 2010 - September 2013 Customer Service Representative(US Cards Care)

• Undertake a high volume of inbound calls from cardmembers and merchants about Credit Card Inquiries.

• Process Credit Card payments over-the-phone and updates customers about their balance and available credit.

• Service all Inbound/Outbound communications in line with the company policies, and excellent service.

• Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem.

• Providing best solutions and explanations to solve the problem and ensure total customer satisfaction.

• Contributes to team effort by accomplishing related results as needed. EDUCATION

Bachelor of Science – Computer Science - Colegio de Porta Vaga, Cavite Expected Graduation - April 2014

Bachelor of Science - Nursing - University of Perpetual Help, Las Pinas, Manila Undergraduate

Bachelor of Science - Nursing - De La Salle University, Dasmarinas, Cavite Undergraduate

PROFESSIONAL SKILLS

• Mastery of Microsoft Office programs (Word, Excel, PowerPoint)

• Comfortable working in both Microsoft Windows 10 and Mac OS X.

• Excellent communication skills with a focus on team-building and customer relations.

• Outstanding organizational, multitasking, and problem-solving abilities. AWARDS AND HONORS

Outstanding Customer Service Recognition - British Airways February 2020

• Recognized for outstanding service to clients and dedication to British Airways Service Hallmarks. LANGUAGE COMPETENCIES

• English: (speaking, reading, writing)

• Filipino: native

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