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
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
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