Allonah Montealto
Pasig City
Summary
Client-focused professional with over 3 years of experience, dedicated to serving clients’ best interests. Results-oriented with a proven track record of successfully managing tasks and projects remotely. Demonstrated excellence in multi-tasking, client relations and leveraging digital tools to meet all project deadlines effectively.
Overview
5
5
years of professional experience
5
5
years of post-secondary education
4
4
Certifications
Work History
Senior Associate Specialist-ClientServiceOversight
FactSet, Philippines
09.2023 - Current
- Audits and evaluates agents' client interactions recorded through chat, email and voice calls. This includes providing developmental feedbacks for improvement.
- Participates in development of standard protocols that are crucial to maintain quality customer support.
- Recognizes trends on ratings and agents' behaviors and provide necessary measures.
- Identifies internal procedures that are dysfunctional and no longer relevant to department's goals.
Senior Associate Specialist
FactSet Philippines
09.2022 - 09.2023
- Served as escalation contact for more complex client queries.
- Guided new members of team with proper workflow and support SOPs.
- Provided more advanced solutions to clients using premium products and advanced coding in Excel.
- Created custom models and screens.
- Collaborated with internal team and colleagues from APAC, EMEA and Americas to provide best solution for clients' requests.
Advisor
FactSet Philippines
09.2020 - 09.2022
- Provided solutions to clients' issues and requests related to financial software application (FactSet Workstation).
- Created custom models and screens.
- Collaborated with internal team and colleagues from APAC, EMEA and Americas to provide best solution to clients.
- Mentored new hires and helped them be familiarized with support workflow.
Customer Service Representative
Inspiro
11.2019 - 12.2019
- Collected customer information, assessed issues and determined solutions to solve issues quickly.
- Responsible for keeping detailed and accurate records of customer accounts, problems reported and actions taken to resolve issues.
- Communicated effectively to appease irate customers by suggesting best ways to resolve service and billing issues.
- Recognized and took advantage of opportunities to improve customer satisfaction to repeat business.
Education
Bachelor of Science - Accounting
Polytechnic University of The Philippines
Manila, Metro Manila, Philippines 06.2015 - 10.2020
Skills
Proficient in Microsoft Office applications such as Excel, PowerPoint, Word
Adept in Finance and Accounting fields
Basic knowledge of Digital Marketing
Proven competency in handling and providing quality support to clients related to product and financial questions, excel coding and providing basic training of a financial software application
Experienced in guiding and mentoring new members of the team
Excellent multi-tasking and time management skills
Can work under pressure in a fast-paced environment
Can work independently as well as in team
Certification
Corporate Clients (internal certification)
Accomplishments
Global Support Award FY 2022
Timeline
Digital Marketing (University of the Philippines)
06-2024
Senior Associate Specialist-ClientServiceOversight
FactSet, Philippines
09.2023 - Current
Corporate Clients (internal certification)
09-2023
Institutional Asset Management (internal certification)
06-2023
Senior Associate Specialist
FactSet Philippines
09.2022 - 09.2023
Wealth Clients (internal certification)
09-2022
Advisor
FactSet Philippines
09.2020 - 09.2022
Customer Service Representative
Inspiro
11.2019 - 12.2019
Bachelor of Science - Accounting
Polytechnic University of The Philippines
06.2015 - 10.2020