RIZELLE HERNANDEZ
Advisor 1
Baguio City,BEN
Summary
Diligent Customer Service Professional with solid background in customer service and support. Proven ability to resolve customer issues effectively, ensuring high satisfaction levels. Demonstrated proficiency in communication and problem-solving skills to enhance service delivery.
Overview
2027
2027
years of professional experience
Work History
Customer Service Support Specialist
Concentrix Baguio
03.2026 - Current
- Resolved customer inquiries efficiently through various communication channels.
- Assisted in implementing process improvements to enhance customer satisfaction rates.
- Trained new team members on customer service protocols and best practices.
- Analyzed customer feedback to identify trends and recommend actionable solutions.
- Updating and providing customer's information and details about products and services.
- Handle high-volume voice calls retarding financial account management, billing inquiries, and transaction histories
- Handling inquiries about account balances, payments due date , how payment are applied
- Assisting customers Enrollment and Cancellation of about Balance Protection Plan, Extended Warranty Plan and Enrollment Dispute from Insurance Company
- Handling inquiries about Account Application, Account Status, Card Activation, Adding and Removing Authorized User on account
- Processing and sending replacement Card due to Defect, Lost or Stolen card.
- Handling concerns about interest fees,
- Checking status of transaction and checking for reason for decline.- Assisting customer's with their account online (Register Account Online, Delete Username and Password Online, Switiching Account to Paperless Statement, Pin Setting and resetting, rewards inquiries and adjustment, Unlocking and Locking of account and other online services offered.
- Processsing Account Promo Credit Limit Increase and Customer's request for Credit Limit Decrease
Fraud Analyst - Adviser 1
Concentrix Baguio
2026 - Current
- Training Support Profession
- Assisting trainees during PST, OJT and Transition.
- Discuss process related.
- Assisting trainees during PST, OJT and Transition with regards process.
- Facilitates huddles and meeting.
- Doing Feedback Coaching
- Team POC
- Managing attendance of Team when UM is on rest day.
- Collating completion for LMS courses
- Gather number of OBW cases
- Side by Side Call Listening
- Experience in Editing E-start and LILO
- Experience in QSAM Audits
Technical Support
Sitel Baguio
01.2020 - 01.2022
- Taking Inbound and Outbound Calls
- Doing Trouble Shooting for LG Appliances over the phone
- Consistent of being one of the Top Performers
On the Job training
Municipality of Natividad
2019 - 2020
- Posting records on Real Property Tax Order of Payment
- Encoding certain details on Business Permit Report Table
- Encoding Peddlers for Permit.
- Encoding Report for Business Permit
- Preparing and maintaining logs for registered Business Establishments
- Preparing and maintaining logs for Report on Tricycle Permits.
- Preparing and maintaining log for Barangay List of Business Establishments
- Making Cedula
- Official receipts for police clearance and OR LTO ticket Violation
- Releasing of Business Permits and Business Plates
- Posting of Real Property Tax Account Register (RPTAR).
Cashier, Kitchen Personnel
MC Colby’s McDonalds
01.2009 - 01.2010
- Food Service
- Taking orders and Collecting Payments
- Preparing food orders inside the kitchen
- Stocks Inventory
Education
Assoc in Information Technology -
Panpacific University North Phil.
01-2019
Assoc in Information Technology - undefined
Colegio de Dagupan
01-2007
Skills
Career Civil Service Sub-Professional Eligibility (CSE) Passer
Trainings
- Career Navigator - Teams Leader Role
- Toolkit for Aspiring Agents
- Lean Six Sigma Yellow Belt Training
- One Concentrix TL/ Supervisor
- One Concentrix Grow Coaching Fundamentals
- Philippine Youth Convention in Information Technology
- Adobe Cs6 Seminar
- Leadership Skills and Team Development for Technical Professionals Seminar
- Project Management Seminar
Disclaimer
I hereby certify that the above-mentioned details are true to the best of my knowledge. RIZELLE R. HERNANDEZ Applicant
Timeline
Customer Service Support Specialist
Concentrix Baguio
03.2026 - Current
Technical Support
Sitel Baguio
01.2020 - 01.2022
Cashier, Kitchen Personnel
MC Colby’s McDonalds
01.2009 - 01.2010
Assoc in Information Technology - undefined
Colegio de Dagupan
Fraud Analyst - Adviser 1
Concentrix Baguio
2026 - Current
On the Job training
Municipality of Natividad
2019 - 2020
Assoc in Information Technology -
Panpacific University North Phil.