Fhelrose Hibaya
Lapulapu City, Cebu
Summary
Proven track record in enhancing customer satisfaction at JP Morgan Chase Bank, N.A. Phil. Global Service Center. Excelled in customer care and cross-selling products, demonstrating adaptability and exceptional communication skills. Achieved significant improvements in team performance and client retention, leveraging expertise in banking principles and Microsoft Office.
Overview
12
12
years of professional experience
Work History
Business Banking Specialist II
JP Morgan Chase Bank, N.A. Phil. Global Service Center
06.2024 - Current
- Met with customers to assess needs and propose customized solutions with their business deposit accounts.
- Verified business transactions to assess compliance with quality control standards.
- Delivered exceptional customer service, fostering trust between the bank and its clients.
- Presented products and services to customers using in-depth knowledge to answer questions.
- Investigated and resolved account issues by offering applicable options to customers.
Peer Coach
JP Morgan Chase Bank, N.A. Phil. Global Service Center
08.2024 - 09.2024
- Assisted new employees with training, sharing best practices for handling difficult call situations and achieving positive outcomes.
- Participated in ongoing training sessions to stay current on best practices in the field of peer coaching, elevating the quality of service provided to clients over time.
- Assisted trainees during their Developmental Course in production floor.
- Offered constructive feedback on trainees progress, motivating them to continue working towards their goals despite setbacks.
- Facilitated group sessions on various topics, fostering collaboration and peer support among participants.
Retail to Cards Cross Skill Specialist II
JP Morgan Chase Bank, N.A. Phil. Global Service Center
02.2023 - 06.2024
- Received inbound customer calls related to credit cards and deposit accounts concerns.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Assisted customers in navigating online banking platforms and mobile applications, enhancing their overall digital experience with the financial institution.
- Processed recurring automated payments and credit card payments.
- Educated customers on credit card benefits, driving increased utilization of rewards programs and value-added services.
- Assisted clients with activating new cards, increasing usage and strengthening relationships with the financial institution.
Retail Banking Specialist
JP Morgan Chase Bank, N.A. Phil. Global Service Center
09.2016 - 02.2023
- Provide best-in-class customer service, through phone handling “everyday banking” issues from the customers, which includes guiding customers how to use our product and technical troubleshooting concerns.
- Increased customer satisfaction by providing efficient and personalized banking solutions.
- Managed a high volume of transactions daily, ensuring accuracy and adherence to regulatory requirements.
- Process disputes as requested by customers.
- Identify, capture, and resolve complaints from customers within the agreed service levels.
Retention Specialist
Convergys
11.2012 - 06.2016
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
- Enhanced customer satisfaction levels with proactive communication and timely resolution of issues.
- Negotiated subscription renewals, securing continued business partnerships with satisfied clients.
- Boosted revenue through upselling and cross-selling opportunities during customer interactions.
- Built constructive customer relationships to improve loyalty and recommendations.
Customer Service Specialist
Convergys
06.2012 - 11.2012
- Managed high call volume while maintaining a courteous and professional demeanor.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Met customer call guidelines for service levels, handle time and productivity.
Education
Bachelor of Science - Management Accounting
Holy Name University
Tagbilaran, Bohol, Philippines03.2009
Skills
Customer care
Team coaching
Cross-Selling Products
Subject matter expertise
Banking principles
Payment Processing
Multitasking Abilities
Excellent Communication
Adaptability and Flexibility
Microsoft Office
Coaching and Mentoring
Timeline
Peer Coach
JP Morgan Chase Bank, N.A. Phil. Global Service Center
08.2024 - 09.2024
Business Banking Specialist II
JP Morgan Chase Bank, N.A. Phil. Global Service Center
06.2024 - Current
Retail to Cards Cross Skill Specialist II
JP Morgan Chase Bank, N.A. Phil. Global Service Center
02.2023 - 06.2024
Retail Banking Specialist
JP Morgan Chase Bank, N.A. Phil. Global Service Center
09.2016 - 02.2023
Retention Specialist
Convergys
11.2012 - 06.2016
Customer Service Specialist
Convergys
06.2012 - 11.2012
Bachelor of Science - Management Accounting
Holy Name University
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