Ace Sedfrey Lear
Cebu City, Cebu
Summary
Proven expert in customer service and efficiency improvement, with a track record of enhancing client satisfaction at JP Morgan Chase & Co. through effective issue resolution and account management. Skilled in compliance and teamwork, my approach has fostered significant client loyalty and team cohesion, achieving notable success in complex problem-solving and client relationship building.
Overview
12
12
years of professional experience
Work History
Credit Card Account Specialist I
JP Morgan Chase & Co.
01.2019 - 02.2021
- Enhanced client satisfaction by promptly resolving account issues and providing exceptional customer service.
- Completed routine and complex account updates to resolve problems.
- Resolved complex billing and payment issues for balanced, accurate accounts.
- Selected correct products based on customer needs, product specifications and applicable regulations.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
- Adhered to standards of quality and service as well as all compliance requirements.
- Achieved high levels of client satisfaction through timely resolution of billing disputes or other account-related concerns.
Senior Process Executive
Cognizant Technology Solutions Philippines, Inc.
08.2021 - Current
- Cultivate and strengthen lasting client relationships using strong issue resolution and dynamic communication skills.
- Answer telephone inquiries related to benefits, claims, and providers and complete interactions quickly to meet productivity goals.
- Collaborate with peers to measure ongoing process performance, enacting changes based on historical data.
- Interact well with customers to build connections and nurture relationships.
- Conduct root cause analyses to identify underlying issues affecting customer dissatisfaction.
- Facilitate monthly employee engagement activities.
Customer Service Subject Matter Expert
Concentrix
07.2012 - 01.2021
- Delivered prompt service to prioritize customer needs.
- Investigated and resolved customer inquiries and complaints quickly.
- Actively participated in interdepartmental meetings, representing the voice of the customer service function while collaborating with other departments on strategic initiatives.
- Mentored new hires, providing guidance on best practices, company policies, and exceptional customer service techniques.
- Served as the primary point of contact for escalated customer concerns, ensuring timely resolutions while maintaining professionalism and empathy.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Met customer call guidelines for service levels, handle time and productivity.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Education
Bachelor of Science - Psychology
University of Southern Philippines Foundation
Cebu City, CebuBachelor Of Science In Commerce - Management Accounting
Andres Bonifacio College
Dipolog City, Philippines03.2011
Skills
- Efficiency Improvement
- Compliance
- Data Tracking
- Account Updates
- Escalation procedures
- Report writing skills
- Teamwork and Collaboration
- Management Team Building
- Customer Service
Languages
English
Bilingual or Proficient (C2)
Filipino
Bilingual or Proficient (C2)
Cebuano
Bilingual or Proficient (C2)
Timeline
Senior Process Executive
Cognizant Technology Solutions Philippines, Inc.
08.2021 - Current
Credit Card Account Specialist I
JP Morgan Chase & Co.
01.2019 - 02.2021
Customer Service Subject Matter Expert
Concentrix
07.2012 - 01.2021
Bachelor of Science - Psychology
University of Southern Philippines Foundation
Bachelor Of Science In Commerce - Management Accounting
Andres Bonifacio College
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