CHARMAINE MARIANNE GURAMEN

• Participated in user support engagements through telephone, chat, and email channels.
• Managed user onboarding and offboarding procedures utilizing Adaxes in Windows Server and Microsoft 365 Administration.
• Provided troubleshooting and assistance to vendors facing Windows Server issues.
• Monitored and resolved client device issues using TeamViewer and Remote Desktop.
• Recorded service tickets in the incident tracking system to expedite problem identification and resolution.

My primary responsibility involves supporting the administration of compliance procedures and control systems within the business review department. This includes monitoring, researching, and addressing compliance-related inquiries across all product lines. I am committed to ensuring the accuracy of research and compliance advice offered to members of the sales force team.
Additionally, I collaborate with the fraud department to oversee the proper handling of client information. I assess risks associated with business decisions, placing particular emphasis on protecting the firm's reputation and safeguarding Citigroup, its clients, and its assets. This is achieved by promoting compliance with relevant laws, rules, and regulations.

I am primarily responsible for addressing all customer service queries related to the Verizon brand, ensuring exceptional and satisfactory after-sales support. My focus is on cultivating customer loyalty to encourage repeat sales and strengthen recommendations.
Additionally, I prioritize meeting Service Level Agreements (SLAs) across all platforms. I actively manage and address product feedback to enhance the overall business performance and maintain a positive reputation.

• Gather client information through phone calls, client interviews,
  and verification processes.
• Assess eligibility by cross-referencing client details with specified
  requirements. Inform clients about procedures, address queries,
  and present resolution options.
• Fulfill representative and quality analyst duties following WNS's
  policies, involving responsibilities such as planning, conflict
  resolution, and implementing solutions, including process
  enhancements.
• Daily tasks encompass call and email management, call monitoring, and coaching.
• Emphasize effective coaching, focusing not only on product
  knowledge but also on the behavioral aspects of a
  representative/agent.