Johnson "Scarlett" Vallecera
Mandaue
Summary
Goal-oriented professional with proven skills in customer support and client relationship management. Committed to enhancing customer experiences and driving process improvements within banking operations.
Overview
10
10
years of professional experience
Work History
Cross Skill Representative II
JPMorgan Chase
Cebu City, Province Of Cebu, Philippines
09.2022 - Current
- Managed customer inquiries, ensuring prompt and accurate responses to enhance client satisfaction.
- Conducted regular training sessions for new staff, promoting knowledge sharing and skill development.
- Analyzed client feedback to identify trends, contributing insights for service improvement initiatives.
- Implemented process improvements that reduced turnaround times for client requests significantly.
- Facilitated account openings and maintenance, streamlining processes for improved efficiency.
- Collaborated with team members to resolve complex issues, fostering a supportive work environment.
- Responsible for assisting customers with their credit card and checking account needs, including account management, transactions, issue resolution, and product education. Ensures excellent customer service while maintaining compliance with banking regulations.
- Developed training materials that enhanced onboarding experience for new representatives.
Supervisor
Concentrix
Cebu, Philippines
08.2016 - 06.2022
- Oversaw daily operations, ensuring adherence to quality and performance standards.
- Trained and mentored team members on best practices and system usage.
- Implemented process improvements that enhanced workflow efficiency.
- Developed training materials to streamline onboarding for new hires.
- Analyzed performance metrics to identify areas for operational enhancement.
- Collaborated with cross-functional teams to resolve complex issues effectively.
- Facilitated regular team meetings to promote communication and alignment on goals.
Education
Tourism Management
University of Bohol
Tagbilaran, Bohol, Philippines03-2017
Skills
- Customer support
- Goal-oriented mindset
- Customer relations
- Data entry proficiency
- Customer service and relationship management
- Problem-solving and conflict resolution
- Sales and cross-selling skills
- Numerical and analytical skills
- Familiarity with banking systems and software
- Client relationship building
Timeline
Cross Skill Representative II
JPMorgan Chase
09.2022 - Current
Supervisor
Concentrix
08.2016 - 06.2022
Tourism Management
University of Bohol