Ma. Leoncia Velasco
SANTO TOMAS
Summary
To obtain a position that will enable me to use my strong organizational and communication skills, educational background and ability to work well with people
Customer service professional with strong background in managing customer interactions and resolving issues promptly. Committed to enhancing team collaboration and achieving consistent results. Recognized for adaptability in dynamic environments and proficiency in handling customer concerns and inquiries.
Overview
9
9
years of professional experience
Work History
Online Training Manager
Barclays International
04.2016 - 09.2017
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Transition Manager
Barclays International
09.2017 - 01.2019
- Duties and Responsibilities:
- Creates setup for the client’s online banking platform.
- Making sure that the clients are aware of their migration from one online banking platform to another.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues with professionalism.
- Maintained courteous, friendly atmosphere for guests to increase overall satisfaction and customer service standards.
- Collected customer information and analyzed customer needs to recommend potential products or services.
Senior Customer Service Representative for Disputes
Capital One Support Services Corporation
05.2019 - Current
- Fraud and Disputes Operations – Representments
- Carefully reviewing documents submitted by the complainant and the merchant.
- Making sure that all of the customer’s concerns was addressed and that all of the necessary documents to pursue claim are requested.
- In-charge of gathering necessary paperwork and documentation required for the dispute process to roll-out.
- Fraud and Disputes Operations – Transaction Support Center
- Frontline of the business.
- Assisting customers for them to file a correct dispute.
- Explains the dispute process and ensures that the customer is well-educated regarding the process.
- Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Developed comprehensive knowledge of company products and services in order to provide accurate information to customers.
- Mentored junior team members, contributing to their professional development and overall team success.
- Addressed escalated issues with diplomacy and tact while finding resolutions that satisfied both the client''s concerns and company interests.
- Escalated issues to proper supervisors when standard processes were not effective.
Education
Bachelor of Arts - Political Science
San Pablo Colleges
San Pablo City, Laguna03.2016
Skills
- Active listening
- Analytical thinking skills
- Document review and validation
- Conducting primary research
- Communication skills
- Creating charts and graphs
- Decision making
- Creativity
- Pleasant in communicating with people
- Eager to learn and develop new skills
- Customer support
- Complaint resolution
- Call control
- Payment processing
References
Alerie Joy, Destreza, 0917 805 0706
Training
- SOAR – Supporting Operations in Achieving Results 2018
- June 2018-Sep 2018
- Intelenet Global Philippines, Taguig
- Comguild 2015
- September 2015
- Ateneo de Manila University
- Comguild 2014
- September 2014
- AFP Theater Camp Aguinaldo, Quezon City
Disclaimer
I hereby declare that the above information are true and correct.
Languages
English
Bilingual or Proficient (C2)
Timeline
Senior Customer Service Representative for Disputes
Capital One Support Services Corporation
05.2019 - Current
Transition Manager
Barclays International
09.2017 - 01.2019
Online Training Manager
Barclays International
04.2016 - 09.2017
Bachelor of Arts - Political Science
San Pablo Colleges
Similar Profiles
Somya YadavSomya Yadav
Technical Business Analyst at Barclays InternationalTechnical Business Analyst at Barclays International
Reena KolheReena Kolhe
Assistant Vice President (AVP) at BARCLAYS BANK (Barclays Technology Centre India Pvt. Limited)Assistant Vice President (AVP) at BARCLAYS BANK (Barclays Technology Centre India Pvt. Limited)
Karishma KakkarKarishma Kakkar
Deputy Manager at Flexibility by AMS (Barclays)Deputy Manager at Flexibility by AMS (Barclays)
MART ANDREA VILLANUEVAMART ANDREA VILLANUEVA
Accountant II to Senior Accountant III at heyApril Philippines IncAccountant II to Senior Accountant III at heyApril Philippines Inc
Lara Mae De LeusLara Mae De Leus
Finance Analyst II (Financial Controls) at Sun Life of Canada (Philippines) Inc.Finance Analyst II (Financial Controls) at Sun Life of Canada (Philippines) Inc.