Ma. Hazel T. Nartea

Assist users via calls, emails, and chats to provide timely support and ensure seamless communication.

• Resolved user disputes and addressed declined payments to improve customer satisfaction.
• Facilitated user orders for new and replacement debit cards to enhance account access.
• Aided users in bank transfers and changes to account settings.
• Assisted users with check deposits and cryptocurrency transactions.
• Enabled users to file tickets for account unfreezing.
• Processed requests to file disputes for unauthorised transactions.
• Guided users in managing payment methods and account cancellation.
• Coordinated efforts to free up phone numbers for new account creation, streamlining user onboarding.
• Supported teenage accounts and provided guidance on tax information and documentation.

• Deliver exceptional customer service via phone, email, and chat.
• Resolved declined payment issues for users, ensuring timely resolution and satisfaction.
• Facilitated users in filing disputes for unauthorised transactions, guiding them through the process to achieve fair outcomes.
• Support users regarding bank transfers.
• Guide users in making account settings changes and completing account setup.
• Facilitate users in removing and adding payment methods.
• Assist users in cancelling accounts.
• Assisted users in submitting tickets for account unfreezing through the support platform.
• Assisted users in freeing up phone numbers from previous accounts to enable new account creation.
• Support users in accessing their transaction history.
• Perform basic troubleshooting for app-related issues.
• Assist users with marketing-related queries.
• Ensure completion of authentication processes.
• Validate user-submitted identification information.
• Managed complaints with calm, clear communication and problem-solving.
• Actively listened to customers to fully understand requests and address concerns.
• Resolved customer queries and problems using effective communication and providing step-by-step solutions.

• Monitored pending port requests daily, ensuring timely completion of transfers.
• Monitored pending tickets daily to evaluate status.
• Recorded daily progress of each pending port number.
• Contacted customers to verify information for pending port requests, facilitating accurate processing.
• Communicated with previous service carriers for responses or necessary details.
• Cancelled ports exceeding the timeframe.
• Created new numbers as replacements for cancelled port requests.
• Escalated issues related to unauthorised ports, ensuring swift resolution and compliance.
• Escalated matters concerning numbers not being released.

• Assist customers for their port requests.
• Assist Dealers for the porting issues.
• Making sure that port requests are being completed.
• Checked SOA system and ICP tools for all porting issues.
• Call other Service Carrier to help customers for their account information.
• Creates Fraud Ticket for customers' numbers that have been ported out without permission.
• Provides resolution for customer's issues.
• Assisted customers with selecting appropriate rate plans and features to meet their needs.
• Basic troubleshooting for the wireless telephone
• Assist customers for a new account activation.
• Assist customers for a device and sim card change.
• Processed customer payments efficiently.
• Set up temporary restoration upon customers' request.
• Assist Dealers to resolve customers' issues.
• Delivered outstanding customer service in a fast-paced environment.
• Managed customer complaints through effective communication and problem-solving techniques.
• Identified issues, analysed information, and provided effective solutions to enhance customer satisfaction.
• Provide details of charges on customers' bills.

• Managed inbound customer service calls, resolving queries and complaints to maintain high satisfaction levels.
• Delivered excellent customer service consistently.
• Resolved customer issues effectively.
• Addressed customer service enquiries with accuracy, contributing to timely issue resolution.
• Conducted troubleshooting to resolve wireless telephone issues, enhancing customer experience.
• Managed basic troubleshooting for customer phones and service issues.
• Assisted customers with new account activations.
• Guided customers in selecting suitable rate plans and features.
• Facilitated device and SIM card changes for customers.
• Clarified details of charges on customers' bills.
• Processed payments efficiently.
• Arranged temporary restoration upon customers' requests.
• Assisted customers with product-related questions, feedback and complaints.
• Built rapport with customers through courteous and professional communications.

• Managed inbound customer service calls, efficiently resolving queries and complaints to uphold satisfaction levels.
• Responded to customer service enquiries swiftly, ensuring high satisfaction levels.
• Assist callers with their requests or complaints.
• Responded to customer emails with accurate, professional replies.
• Remained calm under pressure to handle customer complaints and solve problems.
• Dispatched or escalated tasks to appropriate departments for swift resolution.
• Assisted team in issuing codes for ATMs, resolving issues via phone and devices.
• Check status of the ATM machines with the banks' IT through phone.
• Reported ATM problems to bank's IT, facilitating prompt issue resolution.
• To ensure all reports about ATM issues are being answered in a timely manner through phone and email.
• Aided in the preparation of accident and incident reports, documenting key details and facilitating follow-up.
• Prepares report of Incident or Accident and emails them to the concerned personnel.
• Compiled and submitted facility management reports to track maintenance and operational issues.
• Coordinated medical appointments for patients, ensuring efficient scheduling and communication.
• Managed front desk operations, greeting visitors and handling inquiries.
• Handles team in the absence of Supervisor.

• Provided excellent customer support and guidance while dealing with complex complaints, offering an empathetic approach to maintain loyal customer relationships.
• Resolved complaints with a calm and professional approach, enhancing customer satisfaction through effective solutions.
• Handled difficult customers with empathy and patience, successfully de-escalating tense situations.
• Delivered exceptional service via phone as both a receiver and caller.
• Assisted customers with selecting rate plans and features.
• Managed customer account inquiries, providing accurate information to resolve service issues and foster customer loyalty.
• Facilitated payment arrangements for upgraded phones, ensuring smooth transitions for customers.
• Provided information regarding charges on customer bills.
• Supported activation processes for new phones and SIM cards.
• Performed basic troubleshooting for customer phone and service issues.
• Managed various telephone tasks, including transferring calls, taking messages, and handling interruptions to ensure smooth communication.
• Built rapport with customers through courteous and professional communications.

• Supported customers by delivering excellent service through phone interactions.
• Addressed customer service enquiries quickly and accurately.
• Maximised customer satisfaction by resolving service issues promptly.
• Handled incoming telephone calls promptly to minimize customer waiting times and enhance customer satisfaction ratings.
• Assisted customers with selecting suitable rate plans and features.
• Clarified billing charges to enhance customer understanding.
• Arranged payment plans to accommodate customer needs.
• Executed reactivation requests for previously cancelled accounts to restore service.
• Conducted basic troubleshooting for customer phone and service issues.
• Built rapport with customers through courteous and professional communications.
• Processed and issued product orders and service upgrades for customers.
• Performed well at quality assurance evaluations by continuously actioning performance feedback to drive personal improvement.