Noemie Villanueva
Mandaue City
Summary
Versatile team member able to take on any required task and adapt to changing conditions with resourceful and hardworking mindset. Dedicated to business success and ready to learn more about virtual jobs to advance professionally. Responsible, passionate about delivering outstanding quality and service. Offering 14+ years of experience in BPO industry with history of recognition for performance.
Overview
15
15
years of professional experience
Work History
Retail Banking Associate
JPMorgan Chase, JPMorgan Chase & Co
07.2019 - Current
- Resolved complex customer issues promptly, sustaining trust and preserving long-term relationships with clients.
- Participated actively in regular team meetings to discuss performance goals, share best practices, and continuously enhance overall service quality standards.
- Enhanced customer satisfaction by providing efficient and personalized banking solutions.
- Ensured confidentiality of sensitive customer data by adhering to strict security protocols at all times.
- Welcomed customers warmly to meet banking service and transactional needs with seamless execution.
- Collaborated closely with other departments to streamline interdepartmental communication, resulting in improved efficiency across the organization.
- Provided excellent customer service, resulting in a significant increase in client retention rates.
- Maintained compliance with all regulatory requirements through diligent monitoring and timely reporting activities.
- Contributed to the development of targeted marketing campaigns that drove new account acquisition and deposit growth.
- Consistently exceeded personal sales targets by fostering strong rapport with customers and effectively addressing their needs.
- Maintained friendly and professional customer interactions.
- Assisted customers with banking needs and inquiries.
- Educated customers on online banking and mobile banking applications.
- Executed wire transfers, stop payments and account transfers.
CASE MENTOR
CONCENTRIX
07.2012 - 06.2019
- Initially handled chats, providing technical support to a gaming console(xbox), billing issues, game issues, game sales, console sales, console trouble shooting.
- Became a case mentor, scrubbing chats with dissatisfied customers surveys, analyzing as to what could've done better to improve customer experience, reporting incident for cases that involves misconduct of chat support agents
- Generating quality score reports and sending it to the site and team leaders.
- scrubbing cases for case wellness. and sending data to be reported for business reporting meetings.
Customer Service Representative
TELETECH
07.2011 - 07.2012
- Developed empathetic client relationships and earned reputation for consistently exceeding sales goals.
- Assisted customers with product-related questions, feedback and complaints.
- Guaranteed first-class customer service, enthusiastically anticipating and catering to customer needs and requirements.
- Handled sales calls, promoted laptop and accessories sales.
CSR
APAC CUSTOMER SERVICES INC.
08.2010 - 02.2011
- Handled high-volume telephone calls to address and resolve customer queries.
- Promoted company products using approved techniques, increasing revenue and exceeding performance expectations.
- Handled inbound calls helping customers with billing issues, placing order for satellite radio(sxm) technical troubleshooting steps. Seeing to customers needs and doing up-sales.
Education
Bachelor of Science - HOTEL AND RESTAURANT TECHNOLOGY
EASTERN VISAYAS STATE UNIVERSITY
2020
Skills
- Basic MS Excell
- Fast typing
- Fluent English Communication Skills
- Customer Service Expertise: 14 years of experience providing exceptional customer service through voice, chat, and non-voice channels, ensuring customer satisfaction and problem resolution
- Sales Proficiency: Skilled in upselling, cross-selling, and achieving sales targets while maintaining a strong focus on customer needs
- Technical Support: Adept at troubleshooting and resolving customer technical issues, ensuring minimal downtime and enhanced user experience
- Banking Support: Proficient in handling sensitive banking inquiries, transactions, and account support with utmost accuracy and confidentiality
Education
other
Timeline
Retail Banking Associate
JPMorgan Chase, JPMorgan Chase & Co
07.2019 - Current
CASE MENTOR
CONCENTRIX
07.2012 - 06.2019
Customer Service Representative
TELETECH
07.2011 - 07.2012
CSR
APAC CUSTOMER SERVICES INC.
08.2010 - 02.2011
Bachelor of Science - HOTEL AND RESTAURANT TECHNOLOGY
EASTERN VISAYAS STATE UNIVERSITY
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