Summary
Overview
Work History
Education
Skills
LANGUAGES
References
Timeline
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Gizelle Ligores

Gizelle Ligores

Taguig City,00

Summary

Seasoned customer service professional with over 10 years of experience in B2B and B2C environments, demonstrating a strong track record in dispute resolution, fraud investigations, and team leadership. Expertise includes simplifying complex issues for customers in high-pressure situations, ensuring clarity and understanding. Recognized consistently as a top performer due to a commitment to delivering exceptional service and effective solutions. Passionate about coaching and developing future leaders, fostering growth and success through mentorship and guidance.

Overview

13
13
years of professional experience

Work History

Account Supervisor

JP Morgan Chase
01.2023 - 01.2025
  • Leads a team of 15–18 specialists focused on credit card dispute resolution and escalations (chargeback, representment and arbitration)
  • Provides coaching and performance feedback to ensure high customer satisfaction and quality metrics.
  • Ensures timely and accurate resolution of complex customer issues with urgency and professionalism.

Team Leader

Concentrix CVG Philippines, Inc.
04.2022 - 01.2023
  • Supervised a social media account, ensuring KPIs and client satisfaction targets were consistently met.
  • Fostered a supportive team environment focused on growth and knowledge sharing.
  • Conducted regular 1:1 sessions for coaching, feedback, and performance management.
  • Collaborated with other department leaders to establish shared goals and ensure alignment across teams.

Customer Support Expert – Voice

Techlog Center Philippines (Asurion)
11.2021 - 12.2021

Team Leader

Concentrix CVG Philippines, Inc
01.2019 - 10.2021
  • Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
  • Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
  • Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
  • Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
  • Managed several accounts - B2B support team covering retail, healthcare, finance, and e-commerce clients

Customer Service Associate

Concentrix CVG Philippines, Inc.
10.2011 - 12.2018
  • Supported customers via phone, chat and email channel including product inquiries and complaint handling.
  • Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
  • Conducted fraud research and submitted reports for potential fraudulent activities.
  • Consistently met individual metrics including AHT, CSAT, and QA.

Education

Bachelor of Science - Nursing

Colegio De San Juan De Letran - Calamba
Calamba
03-2011

Skills

  • Dispute Resolution
  • Leadership & Team Management
  • Business-to-Business (B2B)
  • Business-to-Consumer (B2C)
  • Coaching & Performance Feedback
  • Multichannel Support (Phone, Chat, Email)
  • Salesforce, Zendesk
  • Fraud Analysis
  • Conflict Management Positive Communication
  • Teamwork and collaboration
  • Problem-solving
  • Customer service

LANGUAGES

Filipino
English

References

Maria Loren Shin, Herrera, (0917) 826 3310, Concentrix CVG Philippines, Inc.

Timeline

Account Supervisor

JP Morgan Chase
01.2023 - 01.2025

Team Leader

Concentrix CVG Philippines, Inc.
04.2022 - 01.2023

Customer Support Expert – Voice

Techlog Center Philippines (Asurion)
11.2021 - 12.2021

Team Leader

Concentrix CVG Philippines, Inc
01.2019 - 10.2021

Customer Service Associate

Concentrix CVG Philippines, Inc.
10.2011 - 12.2018

Bachelor of Science - Nursing

Colegio De San Juan De Letran - Calamba

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Gizelle Ligores