KAYCE ANGIELO DAVA
Bacoor, Province Of Cavite,CAV
Summary
Results-driven professional with strong background in customer success and relationship management. Track record of improving client satisfaction through effective problem resolution and proactive engagement. Known for collaborative approach and adaptability in dynamic environments. Skilled in customer relationship management and data analysis.
Overview
10
10
years of professional experience
Work History
Customer Success Analyst
MicroSourcing
01.2023 - Current
- Managed a diverse portfolio of accounts, ensuring high levels of satisfaction across various industries and business sizes.
- Ensure all client deadlines are met and internal trackers (Airtable, Hubspot) are updated with information from any back-and-forth communication
- Reduced churn rates by identifying at-risk customers early on and implementing tailored strategies aimed at retaining their business.
- Enhanced client retention through proactive communication and relationship-building efforts.
- Collaborated with cross-functional teams to resolve complex customer issues effectively.
- Worked closely with sales teams to ensure seamless handoff of new accounts during the onboarding process.
- Prepared internal reports and analyses based on data from different areas.
- Evaluated current processes to develop improvement plans.
- Restructured procedures through coordination with compliance director to create and execute projects.
- Streamlined support processes for increased efficiency and faster resolution times.
Microsoft Independent Advisor
Directly
08.2021 - 12.2022
- Responsible for delivering an end-to-end Microsoft Experience across all aspects of the Microsoft ecosystem via chat support and remote assistance using Quick Assist
- Supporting customers regarding issues with Windows 10 and Windows 11, device and driver support, network and internet, Microsoft Apps, Microsoft Office 360 and other support areas that require technical analysis and solution
- Almost 6000 confirmed answers and rated 100% helpful by customers
- Consistently on the preferred routing status
- CSAT and Resolution Rate consistently > 90%
Retirement Plan Specialist II
Wells Fargo EGS Philippines LLC
11.2017 - 06.2021
- Company Overview: Wealth Investment and Management. Principal Financial Group acquired Wells Fargo’s Institutional Retirement & Trust on 2019 and fully transitioned to Principal Global on June 2021
- Initiated my career as a Customer Service Representative I in Online Banking Customer Service in 2017. Advanced to Customer Service Representative II in 2019 with a transfer to the Inbound Contact Center for Credit Card Originations. Transitioned in 2020 to Wealth Investment and Management as a Retirement Plan Specialist II, where I support clients with retirement planning needs.
- Expertly process retirement account withdrawals, ensuring accuracy and compliance with regulations for IRA, Roth IRA, and other retirement accounts.
- Maintain strict adherence to IRS guidelines and company policies to ensure regulatory compliance in all IRA and Roth IRA transactions.
- Provide clear guidance to clients on withdrawal processes, tax implications, and account requirements to help them make informed decisions about their retirement funds.
- Cross-trained and provided backup support for organizational leadership.
- Consistently achieve or surpass key performance metrics, maintaining a flawless record free of corrective actions—an essential qualification for lateral advancement
- Among the first wave of employees to volunteer for business continuity efforts during Covid, demonstrating adaptability and dedication in challenging times.
Associate Risk Analyst
Visa Philippines
01.2017 - 11.2017
- Company Overview: Risk Operations
- Detect, investigate, and mitigate irregular patterns in transaction activity identified as suspected fraud or typologies of higher risk merchants
- Develop internal reporting and external reporting for multiple partners to demonstrate impact of process improvements and averted losses
- Communicate with merchants regarding exception activity and request additional information as necessary, contact card issuing banks and/or cardholders regarding merchant exception activity
Customer Service Associate
Cognizant
06.2016 - 12.2016
- Company Overview: Gymboree
- Duties include emailing customers, tracking and sorting customer emails for follow-up, making phone calls, organizing customer follow-ups and action plans, and closing the loop to drive customer enrollments
- Educate and assist customer on how to purchase online, process online orders and provide assistance on how to navigate the online website
- Handled billing and payment issues by following guidelines and resolving disputes.
- Upskilled to email and chat support
Customer Service Associate
Hinduja Global Solutions
08.2014 - 12.2015
- Company Overview: Aetna Medical Insurance
- Handled inbound calls to address members' healthcare needs, ensuring timely follow-up on commitments to provide excellent service.
- Clearly explained plan benefits, members' rights and responsibilities, claim statuses, coverage details, eligibility, and available resources, including dental, vision, pharmacy, HSA, provider information, care management, and onboarding tools.
- Trained in both Benefits and Claims Processing for comprehensive service capabilities.
- Served as interim point of contact in the Team Lead's absence for six months, demonstrating leadership and reliability.
- Provided support for new hires via floor walking as a Subject Matter Expert, facilitated refresher trainings, conducted side by side listening, coaching and Quality Assurance
Education
Bachelor Degree - Information Technology
Agusan Institute of Technology
Butuan City, Agusan Del Norte03.2012
Skills
- Goal-Oriented
- Analytical mindset
- Salesforce expertise
- CRM Software
- Order Fulfillment
- Order Management
- Customer Service
- Excellent Communication
Hobbies and Interests
- Cooking
- Reading
- Chess
- Sports
References
Available upon Request
Personal Information
Date of Birth: 10/16/91
Timeline
Customer Success Analyst
MicroSourcing
01.2023 - Current
Microsoft Independent Advisor
Directly
08.2021 - 12.2022
Retirement Plan Specialist II
Wells Fargo EGS Philippines LLC
11.2017 - 06.2021
Associate Risk Analyst
Visa Philippines
01.2017 - 11.2017
Customer Service Associate
Cognizant
06.2016 - 12.2016
Customer Service Associate
Hinduja Global Solutions
08.2014 - 12.2015
Bachelor Degree - Information Technology
Agusan Institute of Technology
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