Slack
Ericka Pascual
Junior Assistant Manager
Summary
Proactive and meticulous Junior Assistant Manager with over 11 years of experience in the BPO and Banking industries. Proficiencies in customer service and complaints resolution. Customer-oriented team player with expertise generating optimal satisfaction levels that adds to the success of the company.
Overview
11
11
years of professional experience
2
2
Languages
Work History
Junior Assistant Manager
BDO Unibank
Pasay City
03.2018 - 07.2023
- Mentored team members to enhance professional development and accountability in workplace.
- Handles regulatory complaints received from BSP, DTI, NPC and client's correspondence and presidential/executive complaints. This includes investigation and providing resolution to clients' complaints via email.
- Create monthly report for our Consumer Assistance Complaints System (CAMS) which involves providing the cause and resolution to different complaints received by the Bank. Analyzing the logged complaints in order to determine the correct validation of such cases.
- Provides resolution to day to day emails regarding retail credit card
inquiries, requests and complaints.
KYC Analyst
Citibank
Taguig City
01.2018 - 03.2018
- Conduct client profile reviews for customer accounts.
- Review all information and documentation ensuring compliance with local regulation and Citi standards.
- Update KYC forms and client profiles according to policy requirements.
- Follow up with clients to ensure information is received before due dates.
Customer Solutions Officer
Citibank
Taguig City
11.2016 - 01.2018
- Handles customer service related concerns of Citi clients that may involve general service inquiries, billing and disputes, fraud, inquiries and fulfillment.
- Ensures customer inbound and outbound telephone inquiries are answered in an efficient and timely manner, maintaining compliance with departmental standards.
- Identifies and fulfills the clients' necessities by providing an exceptional client experience.
- Processing of online banking transactions which include
financial entries and data maintenance. - Assist in troubleshooting and provide walk through on
client's online banking.
UK Resourcing Analyst
CGI Philippines
Taguig City
06.2015 - 10.2016
- Provides professional and technical services for the UK Resourcing Team.
- Ensures all emails received into the UK Resourcing Mailbox is handled within 24 hours.
- Maintains UK Operation PSA-RM details: Ensuring that the corporate resourcing application is maintained for all members (Includes assignment details, project date range, CVs, and skills profile).
- Loads all data into PSA-RM (Resource Management Tool) and
communicates the required information to all parties. - Generates daily and weekly Availability reports for Resource Managers and UK Directors across the business.
- Generates daily and weekly Bench Reports for Resource Managers and UK Directors across the business.
- Generates daily report and maintains UK's Internal Job Postings.
- Partners with Staff Managers and Project Managers to guarantee correct PSA-RM update.
- Performs all data entry and maintain accuracy in same and escalate issues to management if required
Customer Support Associate
Convergys
Makati City
04.2012 - 11.2015
- Market researcher for various clients in the US ranging from grocery stores, dental insurance, banks, medical insurance and a 3rd party survey company.
- Conducts high quality survey to our clients' customers in order to gather feedback regarding the services and products.
- Document customer concerns and provides assurance that it will be passed on to the client.
- Always one of the chosen few to meet with Convergys executives and the account's clients for improvement of our services.
- Provide daily reports of people who shouldn't receive our calls, business numbers and disconnected numbers.
- In case of technical difficulty (disconnected line), one must take the extra step to manually dial the number and call the customer again to assure the person that it was a system glitch and show respect as well.
Education
Bachelor of Science - Internal Auditing
Far Eastern University
Manila 06.2009 - 2013.10
Skills
Email Management
undefinedSoftware
Trello
Zoom
LastPass
Google Workspace
Microsoft Office
Microsoft D365
Interests
Movies
Arts & Crafts
Books
Accomplishments
HIGHSCHOOL
• Supreme Student Council – Secretary SY 05-06
• Consistent Club Presidents – Science, Glee and English Clubs
• Supreme Student Council – President SY 08-09
• Consistent Honor Student
• Graduated High school – 2
nd Honorable Mention
• Pres. Gloria Macapagal - Arroyo Leadership Awardee
COLLEGE
• TOEIC Exam Passer with a score of 88
• Academic Scholar
1st & 4thYear College
• Latin Honor - Cum Laude
CONVERGYS
• Top Agent of 2013
• Best of the Best Awardee of 2013 & 2014
CITIBANK
• Top Agent of Q1 2017
Reference
Christian Lloyd Baking
- Quality & Process Excellence Leader, Wipro
Cory Pulido Gines
- Collections Team Lead, Shopee
Louis Arroyo
- Resourcing Team Lead, CGI Philippines
Timeline
Junior Assistant Manager
BDO Unibank
03.2018 - 07.2023
KYC Analyst
Citibank
01.2018 - 03.2018
Customer Solutions Officer
Citibank
11.2016 - 01.2018
UK Resourcing Analyst
CGI Philippines
06.2015 - 10.2016
Customer Support Associate
Convergys
04.2012 - 11.2015
Bachelor of Science - Internal Auditing
Far Eastern University
06.2009 - 2013.10
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