Francel Punzalan
Las Pinas, Metro Manila
Summary
Dynamic professional with a proven track record at PayPal, excelling in analytical problem-solving and collaborative teamwork. Adept at enhancing customer satisfaction through effective support and guidance, while quickly adapting to new challenges. Recognized for generating impactful reports and mentoring new colleagues, contributing to overall team success.
Overview
13
13
years of professional experience
Work History
ICA
PayPal
02.2020 - Current
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in a team environment.
- Worked well in a team setting, providing support and guidance.
- Generated reports detailing findings and recommendations.
- Leveraged strong analytical skills to identify trends and patterns in order to make informed business decisions that positively impacted overall results.
- Handling escalated interactions and responding to consultations from frontline coworkers.
- Been a member of the mentoring team responsible for upskilling and training new personnel.
- Submits KC drafts for necessary SOP, team, and MTA adjustments.
- Part of the Trailblazer team and reports any critical tool issues or proposed tool upgrades.
Senior Operations Representative
Capital One
01.2019 - 10.2019
- Frontline Customer Relations Representative that answers queries about Capital One credit cards and Walmart Private Label/Co-Brand Accounts.
Customer Service Representative
Sykes
05.2016 - 01.2019
- Creates and manages free listings, including billing requests and updates.
Customer Service Representative
Convegys
07.2013 - 02.2016
- Assisted clients with cost-effective and proper product usage by handling calls, contacts, account queries, and complaints.
- Provides troubleshooting and product upgrades.
Customer Service Representative
HSBC Bank
09.2012 - 05.2013
- 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.
Education
BSBA - Marketing Management
Dr. Filemon C. Aguilar Memorial College
Las Pinas, Metro Manila, Philippines 04.2001 -
Skills
- Collaborative Teamwork
- Proficient in Computer Applications
- Customer Support Expertise
- Proficient in Microsoft Office
- Analytical Problem-Solving
- Quickly Adjusts to New Situations
- Calm under pressure
- Effective Multitasking
Accomplishments
- I was promoted to CS5 last year due to my consistent performance and impact on internal customers.
- I've always been involved with ICA initiatives that have an extended impact on both internal and external clients.
- I was part of the ICA QA Team two years ago, where we reviewed ICA contacts and ensured that ICAs were calibrated to the process.
- I received an exceptional rating on the most recent AIP owing to the projects and constant performance in 2024.
Timeline
ICA
PayPal
02.2020 - Current
Senior Operations Representative
Capital One
01.2019 - 10.2019
Customer Service Representative
Sykes
05.2016 - 01.2019
Customer Service Representative
Convegys
07.2013 - 02.2016
Customer Service Representative
HSBC Bank
09.2012 - 05.2013
BSBA - Marketing Management
Dr. Filemon C. Aguilar Memorial College
04.2001 -
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