Arlene Dimayuga
Taytay
Summary
Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
11
11
years of professional experience
Work History
Associate Customer Service Officer
Unionbank of the Philippines
Pasig
03.2022 - Current
- Resolved customer complaints promptly and efficiently.
- Adhered to company policies when dealing with customers or resolving issues.
- Maintained accurate records of customer interactions and transactions.
- Took escalation calls and provide assistance/support to handle cases thoroughly.
- Suggests process improvement that will result to more efficient processing to address unit's service requirement.
Data and Reporting Analyst
Concentrix (Intuit)
Mandaluyong
02.2020 - 02.2022
- Exporting data from primary and secondary sources, then reorganizing data in a format that can be easily read
- Apply and run excel formulas to get the data requested by our clients
- Evaluating changes and updates to source to make sure that its still provide accurate data
- Response to leaders inquiries and provide requested reports in a timely manner.
Advisor Ll Technical Support
Concentrix (Intuit Quickboooks)
Mandaluyong
06.2018 - 02.2020
- Assist internal/external user of the client’s technical product or services; identify, investigate, research and provide resolution to user questions or problem
- Follow appropriate escalation path to resolve technical issues; including making follow up outbound calls to customer or other parties as needed
- Resolve any business accounting issue
- Log all incoming calls and accurately complete case notes in the tracking database.
Fraud Analyst
Concentrix (Intuit Mint)
Mandaluyong
10.2016 - 06.2018
- Determine any potential fraud action or suspicious activity that maybe carried out in the organization
- Ensure confidentiality of all information collected during investigation
- Determine existing fraud trends by analyzing data from multiple source
- Identify discrepancies, spot fraud patterns and eliminate suspicion
- Skip tracing Track and monitor the bank transactions and activity that comes through the customer account
- Approve all legit payment and escalate or cancel possible fraud.
Email Technical Support
Concentrix (Mint)
Mandaluyong , Manila
05.2016 - 10.2016
- Read e-mails and sort them according to priority
- Reply to the queries and provide necessary troubleshooting steps for any technical issues of customers
- Make a follow up by sending email to make sure that everything's back to normal on customer end.
Customer Care Officer (Globe Service Fulfillment)
Pilipinas Teleserv, Inc. (PTI)
Manila
04.2015 - 03.2016
- Resolve customer request via website, Interactive voice response (IVR), Unstructured Supplementary Service Data (USSD) Monitor and prioritize pending cases Managing the day-to-day operations to meet the target
- Record details of customer request and actions taken
- Responsible to resolve cases within set turnaround time
Customer Care Officer (Globe Postpaid Care)
Pilipinas Teleserv, Inc. (PTI)
Manila
07.2013 - 04.2015
- Listen to customers questions and concerns, and provide answers or responses accurately.
- Handle complaints about products and services Provide information about products and services.
- Record details of customer contacts and actions taken
- Responsible for keeping the callers on the line in order to capture all the necessary information, accurately.
Education
Bachelor of Science in Business Administration Major in Management -
Jose Rizal University
01.2013
Skills
- Product Knowledge
- Microsoft Excel
- Complaint Handling
- Fraud Detection
- Transaction review
- Risk level determination
- Data Analysis
- Report troubleshooting
- Reporting guidelines and criteria
Contact No
09564126216
Personal Information
- Place of Birth: Manila
- Father's Name: Dante Dimayuga
- Mother's Name: Marvinia Dimayuga
- Date of Birth: 07/26/92
- Gender: Female
- Marital Status: Single
- Religion: Catholic
Timeline
Associate Customer Service Officer
Unionbank of the Philippines
03.2022 - Current
Data and Reporting Analyst
Concentrix (Intuit)
02.2020 - 02.2022
Advisor Ll Technical Support
Concentrix (Intuit Quickboooks)
06.2018 - 02.2020
Fraud Analyst
Concentrix (Intuit Mint)
10.2016 - 06.2018
Email Technical Support
Concentrix (Mint)
05.2016 - 10.2016
Customer Care Officer (Globe Service Fulfillment)
Pilipinas Teleserv, Inc. (PTI)
04.2015 - 03.2016
Customer Care Officer (Globe Postpaid Care)
Pilipinas Teleserv, Inc. (PTI)
07.2013 - 04.2015
Bachelor of Science in Business Administration Major in Management -
Jose Rizal University
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