FRANCIS ANNE LORENZO
San Antonio Zambales,Philippines
Summary
Customer-focused banking professional with 15 years of experience in delivering exceptional service. Proven ability to enhance customer satisfaction through strong interpersonal skills. Seeking a role to leverage extensive experience in customer service and commitment to positive experiences.
Overview
14
14
years of professional experience
Work History
Assistant Branch Manager
BPI
Olongapo City, Philippines
08.2023 - Current
- Improved customer satisfaction by delivering consistent daily communication and service quality. Supported service delivery under high daily volumes of meetings, reports, and administration. Helped customers meet financial goals by recommending planning and insurance options. Strengthened compliance through regular banking audits that confirmed regulatory adherence. Increased satisfaction by resolving complex complaints with clear, actionable answers. Reduced compliance risk by keeping up-to-date with banking regulations and requirements. Enhanced satisfaction by delivering practical solutions to customer queries.
Customer Service Representative
BPI
Sbma Harbor Point Mall, Philippines
04.2015 - 08.2023
- Improved customer experiences by answering routine banking enquiries quickly and accurately. Strengthened service quality by addressing product questions, collecting feedback, and resolving complaints. Improved satisfaction outcomes by resolving service issues promptly during customer interactions.
Customer Service & Sales Associate
BPI
Sbma Harbor Point Mall, Philippines
08.2012 - 08.2023
- Improved customer experiences by processing deposits, withdrawals, and loan payments quickly and accurately.
Strengthened service satisfaction by delivering friendly, professional support at each transaction. Reduced compliance risk by completing regular training on banking policies and procedures. Minimised payment issues by checking cheque amounts, endorsements, and cash authenticity. Protected customers by verifying identity and balances before cashing each cheque. Facilitated seamless account activity by handling deposits, withdrawals, and transfers of varied types. Raised team capability by training new tellers and sharing practical best practices. Increased digital usage by educating customers on internet and mobile banking options. Maintained trust by safeguarding customer data and following data protection laws.
Education
Highschool
T. R. Y. C. E. I.
San Antonio Zambales01-2008
Business Administration - Financial Management
UNIVERSITY OF BAGUIO
01-2012
Skills
- Exceptional Customer Service
- Effective Communication
- Problem Resolution
- Product Knowledge
- Team Collaboration
- Adaptability and Flexibility
Accomplishments
BPI PHILAM Japan qualifier, 2019
Officership Training Program Batch 226
Timeline
Assistant Branch Manager
BPI
08.2023 - Current
Customer Service Representative
BPI
04.2015 - 08.2023
Customer Service & Sales Associate
BPI
08.2012 - 08.2023
Highschool
T. R. Y. C. E. I.
Business Administration - Financial Management
UNIVERSITY OF BAGUIO