JAN ALAINE TORRES DANGAN, RN

• Taking escalated and complaint calls
• Helping All Clients including Vendors, Citiphone CSOs and other units of US Retail in terms of the process and procedures

Achievements and Contributions:

• Successfully proposed and gained approval for process and procedure improvements, including call transfer guidelines, fees, and tools.
• Loaned to the Wire Customer Service team to manage wire transfer concerns.
• Loaned to the Remediation Analyst Unit to monitor and evaluate agents handling bank dispute cases for customers.
• Submitted and gained approval for a proposal to update the system, adding/removing information to prevent regulatory compliance violations (card delivery and timeframes).
• Proposal approved and implemented in June 2024.

• Answering questions regarding client’s bank account status and activities
• Ensuring that the client’s issues are answered and resolved
• Collating feedbacks from the client’s to improve customer service experience
• Helping the clients to find alternative ways to keep their bank accounts in a good banking relationship

Achievements:

• Recognized as a Top CSO for overall Main Gate servicing in the 2016 Fiscal Year.
• Consistently appointed as the Team Point of Contact (POC).
• Served as a Subject Matter Expert (SME) and provided support for new hires and team members.

• Curing delinquent accounts
• Providing the right resolution to customers with quality service
• Answering queries to give customer satisfaction
• Collecting payment for accounts and for company’s revenue
• Filing for complaints for dissatisfied customers
• Ensuring company’s policy is being performed and followed
• Assisting representatives for products, systems and processes related matters
• Taking-in supervisory calls if needed
• Assisting Team Leads with the managerial tasks and implementing company policies and procedures on the floor

Achievements:

• Recognized as Top Account Manager in KPI and Attendance in May 2013
• Recognized as Top Account Manager for Quality in May 2014
• Certified Senior Account Manager (SME-Subject Matter Expert) in August 2015

• Provided right resolutions to customers with world class quality service
• Cured delinquent accounts
• Collected and Processed payments
• Ensured to be a promoter and not to be a detractor
• Ensured that the company’s policy is being performed in every customers transaction

Achievements:

• Recognized as Account Specialist having the World Class Quality in July 2011