Hi, I’m
Jan-riz Louise
Taguig City,Philippines
Summary
Accomplished professional with 15 years in banking operations, SaaS administration, and technical support. Expertise in team leadership, training, and mentoring, with strong capabilities in escalation management and process documentation. Provides reliable support to internal teams and external clients in fast-paced environments.
Overview
1
Certification
16
years of professional experience
Work History
Wells FargoTaguig
Lead Branch Product Support Representative
07.2024 - Current
Job overview
- Monitored team performance metrics while resolving complex consumer account escalations to uphold service standards.
- Served as acting supervisor in management's absence, coordinating with operations leadership to maintain uninterrupted service delivery.
- Mentored and coached ~20 Branch Product Support Representatives, enhancing service quality and ensuring compliance with banking procedures.
- Led new hire onboarding and classroom training programs, accelerating ramp-up time and team integration.
- Developed and maintained internal SOPs and procedure guides to standardise processes and improve team accuracy.
- Facilitated regular team huddles and briefings to communicate priorities, policy updates, and procedural changes.
Wells Fargo
Senior Branch Product Support Representative
02.2023 - 07.2024
Job overview
- Managed complex escalations across banking products, utilising analytical and resolution skills to resolve issues effectively.
- Conducted work reviews and audits to ensure quality, accuracy, and compliance adherence across operations.
- Provided real-time coaching and guidance to junior representatives as primary point of contact for team queries, enhancing team capability.
- Supported internal operations by taking on expanded responsibilities across multiple banking product lines.
Wells Fargo
Branch Product Support Representative
07.2021 - 02.2023
Job overview
- Handled escalated cases with in-depth analysis and resolution, contributing to improved customer satisfaction.
- Provided internal support to branch employees on consumer account transactions, banking procedures, and system navigation, enhancing operational efficiency.
- Reviewed consumer documents for accuracy and compliance, ensuring adherence to banking standards and minimising risk.
VSee
Sales Administrator
10.2020 - 05.2021
Job overview
- Managed HubSpot CRM for effective sales pipeline and account management, and coordinated cross-team tasks using Asana.
- Delivered administrative support to sales and technical teams, facilitating client onboarding and optimising system configuration.
- Executed billing operations, including invoicing and billing reviews, to ensure timely renewal invoice dispatch and revenue continuity.
- Remote (US-based Telehealth SaaS)
SYKES Philippines
Technical Support Specialist
08.2016 - 10.2020
Job overview
- Provided account and technical support for Google product lines, enhancing customer satisfaction with Google Pixel hardware and Google Fi mobile services.
- Managed Google Fi's public-facing customer support on Twitter and Reddit, addressing escalations and fostering community engagement.
- Facilitated launch of Google Pixel phone by troubleshooting hardware issues for early adopters, ensuring smooth user experience.
VSee
Sales Development Representative
03.2020 - 07.2020
Job overview
- Managed sales pipeline and facilitated lead generation alongside customer success initiatives to drive client engagement.
- Demonstrated VSee's telehealth SaaS to prospective clients, showcasing its value proposition and addressing client needs.
- Provided post-sale technical and account support to ensure client satisfaction and long-term retention.
TaskUsImus
Customer Service Representative
06.2016 - 08.2016
Job overview
- Addressed customer service enquires quickly and accurately.
- Assisted customers with product-related questions, feedback and complaints.
- Maximised customer satisfaction by resolving service issues promptly.
- Conducted client searches and secured reservations for storage facilities.
West Contact ServicesMandaluyong
Voice and Data Services Manager
05.2015 - 04.2016
Job overview
- Managed a team of service professionals, fostering a culture of excellence and customer satisfaction.
- Collaborated with internal teams to improve service delivery, directly contributing to enhanced client satisfaction.
- Managed after-sales support for AT&T's large business clients, serving as main point of contact for product inquiries and ensuring successful implementation.
- Resolved escalated customer complaints with tact and professionalism, restoring client confidence.
- Analysed customer feedback to identify areas for improvement and implement necessary changes.
Convergys PhilippinesManila
Customer Support Representative
01.2011 - 02.2015
Job overview
- Boosted customer satisfaction through prompt and effective problem resolution. by resolving service issues promptly.
- Provided technical support to AT&T Uverse and Comcast customers, effectively resolving complex service and billing issues to enhance customer satisfaction.
- Cultivated problem-solving and communication skills by supporting a diverse customer base across multiple product lines, ensuring tailored assistance for each customer.
- Established warm and friendly rapport whilst interacting with customers by phone, email and on live chat.
- Developed empathetic client relationships and earned a reputation for consistently exceeding sales goals.
Education
De La Salle-College of Saint BenildeManila City, NCR, Philippines
Bachelor of Science from Business Administration & Management, Information Services Management
03-2006
University Overview
- Dissertation in business execution and improvement
Skills
- Escalation & Case Management
- Document Review & Compliance
- Quality Assurance & Auditing
- Banking & SaaS Operations
- Procedure development
- Onboarding process
- Team Leadership & Mentoring
- Performance Monitoring
- Billing support
- Stakeholder communication
- CRM tools
- Client Engagement Strategies
Certification
- Bracketology Club: Using March Madness to Learn Data Science
- Programming Foundations: Fundamentals
- Cybersecurity Foundations: Security Architecture
Custom
As Lead Branch Product Support Representative at Wells Fargo, I bring over 1.5 years of experience in delivering tailored support for internal partners and branch employees. My work focuses on addressing consumer account transactions, system navigation, and handling escalated complex issues, including consumer document reviews.
At Wells Fargo, I contribute to mentoring new team members through chat support and classroom training, fostering consistent service quality and operational efficiency. Leveraging skills in customer service, project management, and team leadership, my goal is to empower teams, enhance collaboration, and ensure seamless problem-solving to drive organizational success.
Timeline
Lead Branch Product Support Representative
Wells Fargo
07.2024 - Current
Senior Branch Product Support Representative
Wells Fargo
02.2023 - 07.2024
Branch Product Support Representative
Wells Fargo
07.2021 - 02.2023
Sales Administrator
VSee
10.2020 - 05.2021
Sales Development Representative
VSee
03.2020 - 07.2020
Technical Support Specialist
SYKES Philippines
08.2016 - 10.2020
Customer Service Representative
TaskUs
06.2016 - 08.2016
Voice and Data Services Manager
West Contact Services
05.2015 - 04.2016
Customer Support Representative
Convergys Philippines
01.2011 - 02.2015
De La Salle-College of Saint Benilde
Bachelor of Science from Business Administration & Management, Information Services Management