HECTOR KITANE JR
Quezon City
Summary
A dedicated and driven leader with a passion for building strong teams and creating a culture of trust and collaboration. Known for empowering others to excel and fostering an environment that encourages growth and high performance. Strategic and hands-on, with a focus on achieving outstanding results while building meaningful relationships and aligning team goals with business priorities.
Overview
7
7
years of professional experience
Work History
Team Leader
Ubiquity Global Services
01.2023 - Current
- Monitor performance data regularly to track progress toward KPIs and identify trends
- Implemented policies and ensured all team members aligned with the company's rules and regulations
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Worked closely with Clients and developed training materials to ensure that team members are aligned with process updates
- Spearheaded engagement programs to boost employee morale
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
Chargeback / Risk Operations Analyst
Ubiquity Global Services
12.2021 - 01.2023
- Investigated and resolved disputed Reg E and Reg Z claims in line with the Visa and Mastercard compliance and standards
- Identified fraud patterns
- Ensured that dispute outcomes are accurate and being communicated to account holders
Customer Experience Specialist
Acquire BPO
01.2020 - 07.2021
- Matched financial products to customer's needs
- Assisted users with routine account-related requests
- Provided accurate information to clients about application processes, mortgages, loans, credit and debit card transactions, disputes, etc
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Answered customer telephone calls promptly to avoid on-hold wait times
Customer Service Representative
TeleTech
07.2018 - 01.2020
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Education
BACHELOR OF ARTS - BROADCAST COMMUNICATION
POLYTECHNIC UNIVERSITY OF THE PHILIPPINES
Skills
- Zendesk, SalesForce, Zoho, Hubspot, Jira
- KPI Management
- Analytical and Critical Thinking
- Training and Development
- Task Delegation
- People management
- Staff training
- Coaching and mentoring
- Documentation and reporting
- Work Planning and Prioritization
- Performance improvement
Timeline
Team Leader
Ubiquity Global Services
01.2023 - Current
Chargeback / Risk Operations Analyst
Ubiquity Global Services
12.2021 - 01.2023
Customer Experience Specialist
Acquire BPO
01.2020 - 07.2021
Customer Service Representative
TeleTech
07.2018 - 01.2020
BACHELOR OF ARTS - BROADCAST COMMUNICATION
POLYTECHNIC UNIVERSITY OF THE PHILIPPINES
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