Reading Non Fiction
John Kenneth Llander
Sr. Operation Representative | CBO - Identity Verification Team
City of Muntinglupa, Province of Rizal
Summary
Customer-focused professional with a background in inbound/outbound support, account investigation, and fraud case resolution. Known for delivering high-quality service while safeguarding accounts and upholding regulatory standards. Excellent communicator with strong attention to detail and problem-solving abilities.
Overview
11
11
years of professional experience
Work History
Senior Operations Representative
Capital One Philippines
Muntinlupa
06.2019 - Current
- Improved customer satisfaction by promptly addressing and resolving fraud-related concerns in a call center environment.
- Conduct a first level investigation
- Manage suspicious activity case work in a timely and efficient manner
- Reviewed and verified documentation to resolve issues and maintain account security.
- Responsible for identifying and investigating possible fraudulent activities, taking steps in keeping the account safe
Process Associate
Genpact Services
Muntinlupa
10.2017 - 01.2019
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Contacted customers to discuss past-due accounts and negotiated payment plans.
- Processed payments and applied to customer balances.
- Complied with fair debt practices and regulatory guidelines and kept current with changing regulations.
Associate
Altisource Business Solutions
Pasay
03.2015 - 06.2017
- Provided exceptional customer service through timely responses to phone calls from prospective guests seeking information or assistance with their bookings.
- Increased customer satisfaction by efficiently managing reservations and addressing guest inquiries.
- Maintained a high level of knowledge about hotel facilities, local attractions and recommendations for room types, packages, and amenities to enhance guest experience during the reservation process.
Senior Customer Service Executive
Serco Global Philippines
Taguig
04.2014 - 03.2015
- Provided exceptional customer service through timely responses to phone calls from prospective guests seeking information or assistance with their bookings.
- Increased customer satisfaction by efficiently managing reservations and addressing guest inquiries.
- Maintained a high level of knowledge about hotel facilities, local attractions and recommendations for room types, packages, and amenities to enhance guest experience during the reservation process.
Education
Some College (No Degree) - Business Administration And Management
Polytechnic University of The Philippines
San Pedro, Province Of Laguna, Philippines 04.2001 -
Skills
Data analysis
Process improvement
Problem-solving
Teamwork and collaboration
Attention to detail
Time management
Excellent communication
Multitasking
Adaptability and flexibility
Accomplishments
- Scaled out IVT Consult Strategy Path Finder
- Actively advocate recommendations in IIM or RECAP
- Empowered as Peer Coach
- Co-championed Team's Game Plan - TRACK HACK
- CAMP GURU
- Coordinated Empath-Secured Link Enhancement
- Co-lead IVDR Readiness Plan
- 2024 Prestige Awardee
- Q2 2024 ROAR Awardee
Interests
Creatives
Free Online Course
Documentaries
Seminar & Workshop
AMA's Communication Skills Workshop and Presentation Skills Workshop
Timeline
Senior Operations Representative
Capital One Philippines
06.2019 - Current
Process Associate
Genpact Services
10.2017 - 01.2019
Associate
Altisource Business Solutions
03.2015 - 06.2017
Senior Customer Service Executive
Serco Global Philippines
04.2014 - 03.2015
Some College (No Degree) - Business Administration And Management
Polytechnic University of The Philippines
04.2001 -
Similar Profiles
JINGJING BORLAGDANJINGJING BORLAGDAN
Customer Protection Fraud Investigation at Capital One PhilippinesCustomer Protection Fraud Investigation at Capital One Philippines
Jules Genrev CatungalJules Genrev Catungal
Sr. Operations Representative at Capital One PhilippinesSr. Operations Representative at Capital One Philippines
RYAN BALLARANRYAN BALLARAN
Sr. Operations Representative at Capital One PhilippinesSr. Operations Representative at Capital One Philippines