Filomena Gidget Salcedo
San Pablo City
Summary
Results-driven call center professional with solid experience in customer service and communication. Adept at resolving issues efficiently and maintaining high customer satisfaction. Strong focus on team collaboration, adaptability, and achieving targets. Skilled in active listening, problem-solving, and multitasking. Reliable and flexible in meeting changing needs.
Overview
26
26
years of professional experience
Work History
Call Center Representative
PayPal Phils.
07.2019 - Current
- I am responsible in taking inbound calls to assist US and Canadian customers in regard to their transactions, products, disputes and limitations/restrictions on their PayPal account
Call Center Representative
Synchrony Financial Global Services
05.2017 - Current
- I am responsible taking inbound calls answering customers questions about their credit card transaction, it could be a purchase, a refund or payment
- I am processing payments using customer’s checking account or debit card
- I explain the bill or statement to the customer
Call Center Representative
CONVERGYS ALA1
04.2016 - 04.2017
- I am responsible in taking calls of Directv customers in the US
- Know the root cause of their concern, provide and resolve the issue on the first call
- I always give the best customer service experience to make customers satisfied with Directv
- I also do sell Directv products and services, offering the perfect product and package that will suit every customer’s needs and wants
- I collect payment especially past due accounts
Call Center Representative
Sutherland Global Services
11.2013 - 05.2014
- I worked as a Call Center Representative for PayPal Australia, I am responsible in answering calls and give resolution to customer's questions and inquiries about the transactions on their PayPal Accounts
- I also give options and best product to suit the needs of the customer whether a Personal Account or Business Account
- After six months of work I learned a lot about the Account, how PayPal, Ebay and online transactions works using their Bank Accounts, Credit Card or PayPal Balance
- I also learned how to deal with Australian and understand their language and accent
Teller
BDO Unibank Inc.
06.1999 - 11.2013
- I am responsible in accepting cash deposit and withdrawal and other over the counter transactions of clients
- I also process Managers check applications, remittances, issuing of bank statements and other clients needs
- Customer Service Assistant – New Accounts Brief prospective clients re: Bank products and services/ cross-sell Bank products
- Process account openings and masterfile maintenance
- Process openings/placements, rollover/renewal, termination and pre-termination of Investment Accounts
- Process issuance, replacements, cancellation of Cashier’s Check/Gift Checks/ATM Visa, Mastercard and lost/filled passbook
- Approve account openings in accordance with prescribe policies and procedures
- Handle client inquiries on rates, products features, remittances and other related matters
- Customer Service Assistant – Teller Accepts cash and check deposit for peso and foreign currency
- Process withdrawals and encashment for peso and foreign currency
- Handle purchased/sale of foreign currency
- Handle payouts for maturities/termination of term placements
- Handle miscellaneous payouts (moneygram, pay anywhere, IDO, remittance)
- Handle end-of-day balancing of cash transactions
- Physical cash vs teller’s total/teller’s total vs posting medias
- Branch Operation Assistant – BOA Process clearing for checks
- Handle balancing of previous day cash in/out, debit and credit
- Handle journal entries
Education
Bachelor of Science - Major in Management
Laguna College
Laguna10.1998
Preparatory to High School -
Canossa College
03.1993
Skills
- Problem-solving skills
- Customer support
- Data entry
- Customer service
- Call center customer service
- Verbal and written communication
- Resolving issues
- Inbound phone calls
- Call center operations
- Communicating with clients
- Customer communications
- Call control
- Answering questions
- Complaint resolution
- Appointment scheduling
- Product knowledge
- Payment processing
- Gathering information
- Calm disposition
- Building rapport
- Account updating
- Inbound phone call management
- Customer service optimization
- Technical support
- Quality control
- Customer relationship management
- Database research
- Logging call information
- Cash handling
- Sales expertise
- Training experience
- Technical troubleshooting
- Delivery tracking
- FLUENT IN LANGUAGE
- Product upselling
- Quality assurance controls
- Interpersonal skills
- Quality assurance
- Data gathering
- Account management
- Performance monitoring
- Record preparation
- Language fluency
- Product or service expertise
- Credit adjustments
- Call handling
- Caller accomodations
- Call controlling
Training
- Signature Verification/Counterfeit Detection
- Mock Branch for Tellers
- Mock Branch for New Accounts
- Mystery Shopper Program (MSP100)
- Pro-Active Training
Others
Windows 98, Windows 2000, Windows XP, MS Office 97, MS Office 2000, MS Office 2003 (Excel, Word), PayPal System, English Grammar
Languages
English
Advanced (C1)
Timeline
Call Center Representative
PayPal Phils.
07.2019 - Current
Call Center Representative
Synchrony Financial Global Services
05.2017 - Current
Call Center Representative
CONVERGYS ALA1
04.2016 - 04.2017
Call Center Representative
Sutherland Global Services
11.2013 - 05.2014
Teller
BDO Unibank Inc.
06.1999 - 11.2013
Bachelor of Science - Major in Management
Laguna College
Preparatory to High School -
Canossa College
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