Salesforce
JOHN PHILIP VIOLA
DIGITAL ENGAGEMENT OFFICER
Makati City
Summary
Customer-oriented Banking Officer offering 5 years of experience in bank operations and verifying adherence to BSP, DTI and PCI-DDSS rules and regulations. Supportive and communicative professional polished in providing banking services to individuals clients. In-depth knowledge of available bank products and services paired with outstanding customer service abilities.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
2
2
Certifications
2
2
Languages
Work History
Customer Service Officer and Digital Engagement Officer
UNIONBANK OF THE PHILIPPINES
Pasig City
04.2017 - Current
- Handles inbound calls, emails, chat and messages via our official social media websites from clients who were in need of assistance in relation credit card services, savings accounts and checking accounts.
- For credit card concerns: general inquiries for outstanding and available balances, providing computations for their minimum amount due, pre termination of installment plans and incurred financial and services charges due to penalties for non-payment or late payment
- Endorsing request for enrollment in installment plans with given interest rates
- Approving or declining request for reversal of charges if valid and endorsing to pertinent unit if otherwise
- Escalating real time for card blocking and replacement due to compromised cards, activating credit cards for usage and serves as an authorization officer for installments made by clients to partner merchants nationwide
- For savings accounts and checking accounts, handling inquiries for account balances, transmittal of funds via PESOnet, Instapay or Wire transfers, handles complaints for no cash dispense, short cash dispense and no cash credit for transactions done via UBP and non-UBP ATMs and consequently process advance crediting if applicable, resetting,recovering and blocking access for online banking access and cross sell products to potential clients if applicable.
- Resolved concerns with products or services to help with retention and drive sales.
- Promoted company brand and unique offerings through personalized customer service.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Offered basic technical support for clients on wide range of company products.
- Initiated investigations into complex or sensitive complaints, identifying solutions swiftly and to customer satisfaction.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Field Task Support Consultant
TELEPERFORMANCE USA INC
Quezon City
04.2014 - 07.2016
- Accept incoming calls from Front of office agents /supervisors or managers
- Always follow standard operating procedures depending on case handling and type of query
- Providing accurate and concise information to callers on their level of understanding
- Declining/ Approving expedite request aligned with service level agreements and protocols.
- Encoding accurate notes on SIIAM, SIEBEL, AXIS and START with signature for proper documentation
- Outbound calls to telecommunications technician to enquire if relevant equipment is carried for installation or deploying fix on faults, assuring estimated time of arrival, clarification of completion remarks on system which are considered jargons, verifying correct amount of charges applied, clarification on failed appointments complied with agreed date and time and heads up call for priority and escalated customer complaints
On the Job Training at NutraMedica Inc.
NutraMedica Inc
Quezon City
10.2013 - 12.2013
- Monitor Google ad words every day to make sure that keywords searched online is directed to our website
- Monitor and research for direct and indirect competitors strategy
- Attending sponsored events to sell and promote products
- Prepare presentations for the Sales and Marketing Manager
- Tabulating sales for each region monthly and sorting from highest to lowest gross income of every outlet
- Ushering guest in special events and assisting the management in all task assigned to to ensure success of the event / press briefing.
- Setting up large scale billboards along Tomas Morato Ave, Quezon City.
Education
Bachelor of Science - BUSINESS ADMINISTRATION, International Business
International School of Asia And The Pacific
Alimannao Hills, Penablanca, Cagayan Valley 05.2010 - 05.2014
Skills
Banking and Finance
Customer Service
Compliance, banking laws and regulations
Digital banking products and services
Organized and detail-oriented
Safety and security procedures
Product and service expertise
Interpersonal and client communications
Excellent written and oral communication
Customer Relations
Technical Support
Creative problem solving
CRM
Additional Information
- LEADERSHIP AWARD (GOLD) , Graduation Ceremony March 2014, AWARDS RECEIVED ACADEMIC DISTINCTION , Graduation Ceremony March 2014 DEAN’S LISTER Academic Scholar From Academic Year 2012-2014
Software
Finacle
TSYS
CARD PRO
GSIS HUB
CONVERGENT ONLINE BANKING- MOBILE AND WEB
3DSECURE / WIBMO
MICROSOFT SUITE APPLICATIONS
Certification
CAREER SERVICE PROFESSIONAL
Timeline
LEAN SIX SIGMA CERTIFIED-ORANGE BELT
02-2022
Customer Service Officer and Digital Engagement Officer
UNIONBANK OF THE PHILIPPINES
04.2017 - Current
CAREER SERVICE PROFESSIONAL
06-2014
Field Task Support Consultant
TELEPERFORMANCE USA INC
04.2014 - 07.2016
On the Job Training at NutraMedica Inc.
NutraMedica Inc
10.2013 - 12.2013
Bachelor of Science - BUSINESS ADMINISTRATION, International Business
International School of Asia And The Pacific
05.2010 - 05.2014