JEFREY FLOWERS DE VERA
Summary
Customer service professional prepared to deliver exceptional support and resolve customer concerns with precision. Adept at addressing client needs and fostering collaborative environment to achieve high satisfaction rates. Reliable team player with flexible adaptability to dynamic situations, equipped with effective problem-solving and communication skills.
Overview
15
15
years of professional experience
Work History
English as a Second Language Tutor
Rarejob Philippines
05.2021 - Current
- Implemented creative teaching methods for grammar, vocabulary, pronunciation, and conversation skills that increased retention rates among students.
- Promoted the use of technology in language learning by introducing online resources and applications that complemented traditional teaching methods.
- Evaluated student performance with regular progress reports, setting clear expectations and goals for future improvement in English language proficiency.
- Improved students'' language proficiency by designing and implementing customized lesson plans tailored to individual needs.
Appointment Coordinator
Quorom
09.2024 - 10.2024
- Assessed customer needs and responded to customer emails and calls.
- Scheduled appointments for customers in person or over telephone.
- Monitored appointment availability closely, identifying opportunities for increased capacity or schedule adjustments as needed.
- Maintained up-to-date records of client information, ensuring accurate scheduling and contact details.
Order Entry Specialist
PizzaHut (Franchisee First)
01.2024 - 08.2024
- Played a key role in achieving departmental goals by consistently meeting individual performance metrics, contributing to overall success in delivering exceptional customer service.
- Examined orders to confirm accuracy, completeness and adherence to customer requirements.
- Input order information into system and updated customer accounts to document and track customer orders.
- Processed customer orders in line with established policies and procedures.
Marketplace Acquisition Specialist
LiveXchange
11.2023 - 03.2024
- Achieved successful outcomes in negotiations with contractors by employing strong analytical skills and persuasive communication techniques.
- Implemented post-acquisition strategies, supporting smooth transitions and achieving desired synergies.
- Streamlined acquisition processes by implementing efficient procurement strategies and reducing turnaround time.
- Oversaw contractor performance to encourage compliance with contractual standards.
Order Entry Specialist
Pizzahut (UPGC)
08.2022 - 11.2023
- Conducted regular audits of completed orders to identify any inaccuracies or inconsistencies before sending them forward in the fulfillment process.
- Played a key role in achieving departmental goals by consistently meeting individual performance metrics, contributing to overall success in delivering exceptional customer service.
- Streamlined order processing time by efficiently organizing and prioritizing workload.
- Identified opportunities for improving workflow efficiency within the order entry department, proposing solutions to management accordingly.
English Consultant
Engoo Global
11.2020 - 05.2021
- Promoted skill development in reading, writing, speaking, and listening through various instructional methods tailored to individual needs.
- Adapted lesson plans to accommodate different learning styles and abilities within the classroom setting for optimal comprehension of material covered.
- Cultivated a positive learning environment by fostering open communication, mutual respect, and active listening skills among students.
- Personalized instruction based on needs, interests and capabilities of individual students.
Virtual Real Estate Assistant
Cyberbacker
08.2020 - 11.2020
- Coordinated appointments to show marketed properties.
- Contributed to the positive reputation of real estate agency by consistently delivering outstanding customer service experiences for clients.
- Prepared and maintained accurate property listings, sales contracts and closing documents.
- Contributed to successful marketing campaigns by creating visually appealing promotional materials for properties and open houses.
Research Remediation Analyst
Wells Fargo
07.2018 - 07.2020
- Conducted thorough investigations for accurate resolution of complex cases, enhancing client satisfaction.
- Leveraged extensive knowledge of remediation processes to train new analysts, improving team performance and productivity.
- Successfully resolved escalated customer complaints by conducting thorough research and providing timely feedback.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
Risk Tier III
Visa Inc.
09.2017 - 06.2018
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Digital Fraud Prevention Specialist II
JP Morgan Chase & Co.
04.2015 - 06.2017
- Responsible for reviewing online transactions submitted by customers for fraud detection such as Wire Transfers, ACH credits and debits, Bill Pay, Payroll, Vendor and Quick Pay
Risk Operations Analyst II
JP Morgan Chase & Co.
05.2012 - 04.2015
- Responsible for filing claims for customers who has disputes on their bank accounts and to determine if the claim is for approval, for denial or further review
Customer Master and Credit Management Processor
Accenture
06.2011 - 05.2012
- Worked for an international logistic company called Panalpina which offers logistic services for businesses across Europe
- Responsible for recording the client's data such as address, telephone and fax number, dunning procedure and sales data that are required to be able to conduct business with them
- Account analysis, particularly assessing a client's liquidity and likely payment record in the future and checking for their credit worthiness
- Worked for an international logistic company called Panalpina which offers logistic services for businesses across Europe
Senior Customer Care Associate
Convergys
08.2010 - 06.2011
- Cigna Health Care Account - responsible for providing quote and benefits for health care professionals and also responsible for interpreting an approval or denial of a member's claim
- PayPal - responsible for taking inbound calls for PayPal users with their purchase and concerns about their PayPal account
Customer Service Representative
Teleperformance
12.2009 - 08.2010
- Boost Mobile - responsible for taking inbound calls for prepaid customer of Sprint which has concerns with their mobile handset or their phone service
- Virgin Mobile - responsible for taking inbound calls for customers who are eligible for free phone handset
- WellCare - responsible for taking inbound calls for members with questions about their health care benefits
Education
Bachelor of Science - Nursing
Martinez Memorial Colleges
04.2009
Skills
- Customer Service
- Problem-solving abilities
- Critical Thinking
- Data Entry
- Claim Reviews
- Data Analysis
- Root Cause Analysis
- Teaching strategies
- Grammar Instruction
- Fluency Development
Timeline
Appointment Coordinator
Quorom
09.2024 - 10.2024
Order Entry Specialist
PizzaHut (Franchisee First)
01.2024 - 08.2024
Marketplace Acquisition Specialist
LiveXchange
11.2023 - 03.2024
Order Entry Specialist
Pizzahut (UPGC)
08.2022 - 11.2023
English as a Second Language Tutor
Rarejob Philippines
05.2021 - Current
English Consultant
Engoo Global
11.2020 - 05.2021
Virtual Real Estate Assistant
Cyberbacker
08.2020 - 11.2020
Research Remediation Analyst
Wells Fargo
07.2018 - 07.2020
Risk Tier III
Visa Inc.
09.2017 - 06.2018
Digital Fraud Prevention Specialist II
JP Morgan Chase & Co.
04.2015 - 06.2017
Risk Operations Analyst II
JP Morgan Chase & Co.
05.2012 - 04.2015
Customer Master and Credit Management Processor
Accenture
06.2011 - 05.2012
Senior Customer Care Associate
Convergys
08.2010 - 06.2011
Customer Service Representative
Teleperformance
12.2009 - 08.2010
Bachelor of Science - Nursing
Martinez Memorial Colleges
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