Melane Matamis
Banker
Manila,00
Summary
Enthusiastic Escalation and Training Support Officer eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of problem resolvinv and training in handling teams, driving performance and ndaga analyzation. Motivated to learn, grow and excel in a new environment.
Experienced Officer with over 11 years of experience in Financial banking. Excellent reputation for resolving problems and improving customer satisfaction.
Overview
13
13
years of professional experience
3
3
years of post-secondary education
Work History
CRT ESCALATION OFFICER
Citigroup Inc
BGC Taguig, Philippines
05.2015 - Current
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Led projects and analyzed data to identify opportunities for improvement.
- Developed and maintained courteous and effective working relationships.
- Handled Number calls per day to address customer inquiries and concerns.
- Exceeded goals through effective task prioritization and great work ethic.
- Maintained excellent attendance record, consistently arriving to work on time.
- Conducted research, gathered information from multiple sources and presented results.
Phone/CHAT Representative and SME
Teleperformance
Ortigas
01.2010 - 05.2015
- Managed team of employees, overseeing hiring, training and professional growth of employees.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Onboarded new temps by entering employee information into systems.
Education
BA Broadcast Communication - Communication Studies
University of The Philippines in The Visayas
Miag-ao Iloilo 06.2002 - 03.2005
Skills
Escalation procedures
Critical content escalation
Conflict de-escalation
Advance Communication and Written Skills
Officer training
Advance Microsoft Offices Skills
Accomplishments
- Supervised team of 2-3 teams with up to 15 staff members each teams to drive Customer Satisfaction and handle Time
- Achieved Top 1 for 4 years by completing and achieving high team performance with accuracy and efficiency.
- Collaborated with team of 2-3 in the development of Project KURV to drive Rep Satisfaction and Ninja Talk to introduce and discuss escalation process.
Timeline
CRT ESCALATION OFFICER
Citigroup Inc
05.2015 - Current
Phone/CHAT Representative and SME
Teleperformance
01.2010 - 05.2015
BA Broadcast Communication - Communication Studies
University of The Philippines in The Visayas
06.2002 - 03.2005