Photography
AHVIE JEAN SOMO DE LEON
Senior Phonebanking Specialist
Quezon City,NCR
Summary
Dynamic Phonebanking Specialist with a proven track record in delivering exceptional customer service. Adept at problem-solving, communication, and team collaboration, consistently enhancing customer satisfaction and operational efficiency.
Overview
9
9
years of professional experience
Work History
Senior Phonebanking Specialist
Bank of the Philippine Islands
01.2025 - Current
- Assisted diverse customer segments, including personal banking, preferred banking, private wealth, and corporate accounts, by resolving account inquiries and complaints, contributing to overall customer satisfaction.
- Enhanced customer satisfaction by providing prompt and accurate responses to inquiries regarding bank products and services.
- Supported team lead by managing supervisory calls and handling transferred calls from untrained team members, ensuring consistent customer support on specific products.
- Provided assistance to various customer segments such as personal banking, preferred banking, private wealth, and corporate accounts with account inquiries and complaint resolutions.
- Assisted customers in navigating online banking platforms, improving their overall digital banking experience.
- Resolved complex customer situations by utilizing problem-solving skills and escalating issues to management.
- Improved customer satisfaction through prompt and accurate responses to inquiries about bank products and services, fostering positive customer relationships.
- Maintained a high level of professional knowledge, staying informed on industry news and best practices in order to provide exceptional service to customers.
Junior Phonebanking Specialist
Bank of the Philippine Islands
12.2017 - 12.2024
- Responds to client needs through inbound calls by receiving, investigating, evaluating, and resolving inquiries, requests, feedback, and complaints
- Coordinate with diverse departments within bank to manage and resolve client complaints and requests.
- Coordinate with diverse departments within the bank to manage and resolve client complaints and requests.
- Collaborates with the team to achieve goals and exceptional results
- Contributed to a positive work environment by actively participating in team meetings and offering constructive feedback on ways to enhance performance levels within the department.
Education
Bachelor of Arts - Communication
The Philippine Women's University
Taft Avenue, Manila07.2017
Skills
Experienced customer service representative
Online banking tools
Expert problem solving
Analytical skills
Analytical thinking
Effective communication
Customer relations
Thrives under pressure
Interests
Arts
Solo Traveling
Timeline
Senior Phonebanking Specialist
Bank of the Philippine Islands
01.2025 - Current
Junior Phonebanking Specialist
Bank of the Philippine Islands
12.2017 - 12.2024
Bachelor of Arts - Communication
The Philippine Women's University