DONNABEL ALANO
Quezon City
Summary
Dynamic and results-oriented customer service representative with extensive experience in voice and non-voice accounts, specializing in first-line contact within the banking industry. Proven ability to deliver exceptional service while effectively addressing customer needs and resolving issues. Strong communication skills and a commitment to excellence are leveraged in challenging roles that foster professional growth and contribute to organizational success.
Overview
1
1
Language
7
7
years of professional experience
Work History
Risk Operations Analyst
Ubiquity Global Services Philippines, Inc.
09.2022 - 06.2023
- administrative support specialist
- executing ticket closures in Zendesk following resolution of specific cases.
- determining case results influenced by current chargeback status within particular atm network
- Evaluate status of designated ATM network and respond appropriately.
- categorizing cases from cardholders and entering each into specific spreadsheets accordingly.
- any job-related assignment from team leader as needed.
- Maintained accurate records of all identified risks, enabling timely reporting to senior management and stakeholders.
- Reviewed existing policies and procedures for alignment with current best practices in risk management, leading to necessary updates or revisions where applicable.
- Prevented potential fraud by monitoring financial transactions for suspicious activity and taking appropriate action when needed.
Operations CSR II
Telus International Philippines
03.2019 - 10.2019
- email assistance specialist
- voice support specialist
- addressing customer questions about account details and billing information
- addressing website problems for customers
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
Sales and Service Assistant
UnionBank of the Philippines
03.2016 - 06.2017
- management of over-the-counter transactions
- management of bill payment transactions and branch report at month-end
- office management and clerical responsibilities
- Resolved client inquiries and issues, maintaining a high level of professionalism and courtesy.
- Maintained accurate records of service requests, allowing for better tracking and resolution of issues.
- Enhanced overall customer experience with prompt attention to detail and diligent follow-up on pending tasks.
- Improved customer satisfaction by providing timely and efficient service assistance.
Education
Bachelor of Science - Business Administration major in Financial Management
Adamson University
Manila, Metro Manila, Philippines01-2015
Secondary Education - Secondary Education
The Sisters of Mary School Girlstown Campus
Silang, Province Of Cavite, Philippines 04.2001 -
Skills
Back office financial management
Service excellence
Skilled in Microsoft Office tools
Office management
Effective communication
Transaction monitoring
Risk reporting
Anti-money laundering
Operational risk management
Teamwork and collaboration
Problem-solving abilities
Multitasking Abilities
Excellent communication
Time management abilities
Financial reporting
Attention to detail
Reliability
Accomplishments
- Certificate of Eligibility for Professional Level Civil Service License/Certificate No.: CO-20190806-015 Date taken: March 17, 2019
- Now Na Award from UnionBank of the Philippines Given on 13th of October 2016 at UnionBank BGC Region, Taguig
- Certificate of Attendance Signature Verification and Forgery Detection Workshop UnionBank University June 18, 2016
Interests
Mountain Climbing, Football, Adventures, Listening to Music
Timeline
Risk Operations Analyst
Ubiquity Global Services Philippines, Inc.
09.2022 - 06.2023
Operations CSR II
Telus International Philippines
03.2019 - 10.2019
Sales and Service Assistant
UnionBank of the Philippines
03.2016 - 06.2017
Secondary Education - Secondary Education
The Sisters of Mary School Girlstown Campus
04.2001 -
Bachelor of Science - Business Administration major in Financial Management
Adamson University