Francis Raymund Real
San Pedro City
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
17
17
years of professional experience
Work History
Field Agent
Woodhaven Corporation
04.2008 - 11.2009
- Worked as a Field agent of a Globe telecom distributor, selling Autoload, prepaid cards, sim cards and others
- Got promoted from being an agent to Sales supervisor and Area Supervisor
Gasoline Station Manager
Fill Rite Gas Trading
11.2009 - 03.2010
- Handled customer concerns, schedule of fuel purchase and other Major decisions
- Managed personnel’s and attendants
OIC (Overall in Charge)
Ritefill Corporation
03.2010 - 01.2012
- Handled all employees, decision making of the company, logistics and sales
- Petron Gasul Distribution
Purchasing officer
Beaudry Builders Corporation
01.2012 - 07.2014
- Took charge of construction materials, equipment, scheduling of deliveries, Logistics personnels
- Promoted to Purchasing Manager
Customer Care Representative
Concentrix Daksh Services Philippines Corporation
07.2014 - 01.2017
- Worked for Sears Canada, direct selling and Customer Care and was pulled out to be part of wave1 on a Pioneer account which is UPC before now also known as Virgin Media Ireland, handled after sales and billing concerns/disputes.
Lead Associate / Trainer / Specialist
WNS Global Solutions
03.2017 - 04.2022
- Working for Insurance Australia Group (NRMA), managing motor vehicle claims
- Towing requests, Repair allocations, cash settlements, handling complaints, Road Rules discussion determining liability including higher duty of care, explaining Policy coverage and benefits and explaining payments (Excess) if we are unable to recover
- Providing better explanation on how and why it applies
- Was a part of the specialist team on handling complex scenarios and difficult conversations, also was part of handling new hire / cross training
- Former Team Manager for two (2) years operation, doing reports, supervisor calls and emails, individual coaching for consultant development, strategic planning for business targets
Fraud Detection Officer (Internet Banking)
ANZ Global Solutions (Manila) Operations Ltd
04.2022 - Current
- Analyzing online banking transactions, transfers and payments outward and inward
- Recording Fraud trends and activities
- Provides scam/fraud education on how to avoid and identify possible activities
Education
International Business and Entrepreneurial Management
San Beda College Mendiola
01.2009
High School Diploma - undefined
San Lorenzo School
01.2003
Elementary Diploma - undefined
San Lorenzo School
01.1999
Skills
- Cultural awareness
- Active listening
- Critical thinking
- Complaint handling
- Complaint resolution
- Professional telephone demeanor
- Product knowledge
- De-escalation techniques
- Building rapport
- Computer proficiency
- Documentation
- Coordination
Personal Background
Born on October4,1985 in Manila Philippines. Fluent in English and Filipino. Proficient in different computer applications; Microsoft word, Excel, Power point, Peach tree accounting system, Crystal and etc. Married and currently living with my wife and child in Pasig, Metro Manila. Other Information can be asked upon interview.
Timeline
Fraud Detection Officer (Internet Banking)
ANZ Global Solutions (Manila) Operations Ltd
04.2022 - Current
Lead Associate / Trainer / Specialist
WNS Global Solutions
03.2017 - 04.2022
Customer Care Representative
Concentrix Daksh Services Philippines Corporation
07.2014 - 01.2017
Purchasing officer
Beaudry Builders Corporation
01.2012 - 07.2014
OIC (Overall in Charge)
Ritefill Corporation
03.2010 - 01.2012
Gasoline Station Manager
Fill Rite Gas Trading
11.2009 - 03.2010
Field Agent
Woodhaven Corporation
04.2008 - 11.2009
High School Diploma - undefined
San Lorenzo School
Elementary Diploma - undefined
San Lorenzo School
International Business and Entrepreneurial Management
San Beda College Mendiola
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