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
Calamba03-2011
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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