ANNALIZA V. VALDEZ
BS Mathematics
Binan
Summary
- 12 years of total experience as Customer Service Representative with HSBC, Capital One, Synchrony Financial formerly known as GE Capital Retail Bank, JP Morgan Chase Bank N.A., American Express International and PayPal Philippines Inc.
- Undergone trainings in handling US credit card consumers.
- Extensive background and trainings in credit card operations, billings and payments.
- Extensive knowledge on phone banking and understands the importance of customer interaction.
- Last position held was a Customer Solutions Teammate Agent 3 at Paypal Philippines Inc.
- Qualified employee to undergone training for Personal Development and tasked as a Team Navigator with HSBC and Team POC with American Express International.
- Process perfomer. Received awards and commendations for a job well done. Top 2 CCP for Q4 2018 and Top 3 CCP for the year 2018 at American Express International.
- Proficient in using Microsoft Office applications such as: Word, Excel and Powerpoint
- Self-motivated and able to work under pressure
Overview
21
21
years of professional experience
8
8
years of post-secondary education
1
1
Language
Work History
Licensend Financial Advisor - Part Time Agent
Prulife UK Philippines
Makati
10.2019 - Current
- Met with clients to discuss assets, expenses, and long-term and short-term investment goals to devise personalized financial plans.
- Educated clients on various financial matters and provided professional recommendations on investment opportunities, products, and services based on each clients' individual needs.
- Worked with clients to support understanding of rationale and details of financial strategies.
- Assisted clients with preparing financial plans, conducting investment research, and completing trades and transactions to assess and meet financial goals.
Customer Solutions Teammate Agent 3
PayPal Philippines Inc.
11.2019 - 03.2022
- Obtained client information by answering telephone calls.
- Advised customers about new products and assisted customers in determining best product for needs.
- Informed clients of policies and procedures.
- Resolved caller issues quickly and thoroughly.
Customer Care Professional from Servicing Promoted to Academy and Promoted to Champion CCP
American Express International
05.2018 - 06.2019
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Assisted call-in customers with questions and orders.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Responded to customer needs through competent customer service and prompt problem-solving.
Project Manager/Executive Assistant
The Salesstaff, LLC (Home Based Job)
04.2015 - 05.2018
- Identified plans and resources required to meet project goals and objectives.
- Met project deadlines without sacrificing build quality or workplace safety.
- Coordinated with cross-functional teams to resolve project issues and mitigate risks.
- Developed and implemented strategic project plans to meet business objectives.
- Tracked project and team member performance closely to quickly intervene in mistakes or delays.
- Maintained open communication by presenting regular updates on project status to customers.
Customer Service Representative for Operation
Synchrony Financial formerly known as GE Capital Retail Bank Sams Club & Walmart and TJX Rewards
03.2014 - 05.2015
- Provided primary customer support to internal and external customers.
- Updated account information to maintain customer records.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer requests for products, services, and company information.
Senior Representative for Operations
Capital One Philippines Support Services Corp. Branded Book Core Services
10.2013 - 03.2014
- Resolved issues through careful research and follow-up with customers.
- Interacted with customers regularly to maintain and enhance relationships.
- Answered questions quickly via email or return phone call.
- Trained newly hired employees on company policies and procedures regarding diverse situations.
HBIO-Metris Customer Associate / Process Executive
HSBC Electronic Data Processing Phils. Inc.
01.2010 - 09.2013
- Recommended items to customers based on specific needs and explained features and benefits.
- Engaged customers on phone by greeting them, answering questions on products or services and asking questions to identify needs.
- Advocated for customers and reported on observed areas for product or service improvement.
- Provided management with daily log report on calls, complaints, resolutions, order statuses, and escalations.
Customer Service Representatve
ASECAsia Graphic Design Department
06.2009 - 12.2009
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer requests for products, services, and company information.
- Provided primary customer support to internal and external customers.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Customer Service Representatve
KGB Philippines UK SMS Account
10.2008 - 02.2009
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Processed customer service orders promptly to increase customer satisfaction.
Data Encoder / Data Analyst / Trainer
Mandata Corporation Legal Department
08.2002 - 09.2008
- Maintained daily production logs of activities and completed work.
- Reviewed validation output and performed specified manual checks on data to evaluate consistency and completeness.
- Provided summary of weekly metrics to manager for inclusion in management report.
- Extracted information from database to compile reports for audit process.
Education
Bachelor of Science in Mathematics -
Philippine Normal University - Taft Avenue Manila
01.1998 - 01.2002
Secondary Education - undefined
Saint Francis School - San Pedro Laguna
01.1994 - 01.1998
Interests
Internet surfing, Outdoors, Watching suspense and love stories
Certificates And Trainings
- Value Generations Trainings (Sales) for Servicing to Academy to Champion CCP
- Undergone Trainings for portfoliosfor Preferred 01 and Preferred 06
- JCPenny, TJ Maxx, Sam's Club and Walmart Customer Service Training
- Branded Book Core Services Training
- Capital One - Basic Skill Training
- Soft Skills Training
- US Product Specification Training
- Sales Training
- Personal Development Plan Training
References
- Kristel Macabugwas, Team Leader at American Express, 09998837286
- Leo Markko Reyes, Team Leader at American Express, 09976677510
- Aiza Coronado, Training Coach at American Express, 09275885181
Timeline
Customer Solutions Teammate Agent 3
PayPal Philippines Inc.
11.2019 - 03.2022
Licensend Financial Advisor - Part Time Agent
Prulife UK Philippines
10.2019 - Current
Customer Care Professional from Servicing Promoted to Academy and Promoted to Champion CCP
American Express International
05.2018 - 06.2019
Project Manager/Executive Assistant
The Salesstaff, LLC (Home Based Job)
04.2015 - 05.2018
Customer Service Representative for Operation
Synchrony Financial formerly known as GE Capital Retail Bank Sams Club & Walmart and TJX Rewards
03.2014 - 05.2015
Senior Representative for Operations
Capital One Philippines Support Services Corp. Branded Book Core Services
10.2013 - 03.2014
HBIO-Metris Customer Associate / Process Executive
HSBC Electronic Data Processing Phils. Inc.
01.2010 - 09.2013
Customer Service Representatve
ASECAsia Graphic Design Department
06.2009 - 12.2009
Customer Service Representatve
KGB Philippines UK SMS Account
10.2008 - 02.2009
Data Encoder / Data Analyst / Trainer
Mandata Corporation Legal Department
08.2002 - 09.2008
Bachelor of Science in Mathematics -
Philippine Normal University - Taft Avenue Manila
01.1998 - 01.2002
Secondary Education - undefined
Saint Francis School - San Pedro Laguna
01.1994 - 01.1998