Lovicar Sabeniano

• Assisted customers in identifying financial goals and recommended tailored banking solutions that aligned with their objectives.
• Resolved complex account issues promptly, maintaining high levels of customer satisfaction and loyalty.
• Enhanced customer satisfaction by efficiently handling inquiries and providing accurate information on banking products.
• Fostered a positive work environment among team members through effective communication and collaboration practices.
• Set risk management policies to mitigate bank losses.
• Mentored junior staff members, improving their skillset and overall productivity within the team.
• Actively participated in community events as a representative of the bank, enhancing brand visibility while fostering strong local relationships.
• Monitored the performance of quality management systems, using data-driven insights to drive continuous improvement initiatives across the organization.
• Maintained detailed documentation of all quality control activities, ensuring easy access to relevant information for audit purposes and ongoing process improvement efforts.

(United States) Prudential Life Insurance

• Responded to telephone enquiries professionally, providing product and service information to educate and engage prospective clients.
• Complied with current confidentiality regulations in handling, processing and storing customer information for full compliance.
• Confirmed policyholder data, including age, contact number and address to enable future communications.
• Provided exceptional customer service through active listening skills and empathetic responses to client concerns or frustrations.

Program Ready Trainer (Macy's)

• Creating presentations that outline the features and benefits of products and services
• Presenting training materials, such as books or videos, to new hires in the company, who are learning about their jobs or new products
• Ensuring that all training materials are up to date and relevant to the company’s current offerings
• Working with the design team to create mockups of applications or websites before they are released to the public
• Helping customers use new products or services by providing training or troubleshooting problems or issues
• Maintaining current knowledge of the company’s offerings and competitors’ products
• Preparing for classes by creating syllabi, lesson plans, and handouts
• Gaining a deep understanding of the product or service and its potential applications within the industry
• Designing, developing, and presenting training programs that educate employees on best practices or procedures
• Led ongoing professional development initiatives for fellow trainers, promoting growth and continuous learning within the team.
• Trained personnel to increase overall efficiency, resulting in a reduction of errors and improved productivity levels.
• Increased trainee satisfaction ratings by continuously updating training content based on feedback and industry trends.

Customer Service Representative

• Managing a team of junior customer service representatives.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Responded to customer requests for products, services, and company information.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Developed strong product knowledge to provide informed recommendations based on individual customer needs.
• Ensure customer satisfaction and provide professional customer support.