Rochelle Mae Castillo

Westpac Banking Corporation ( 2016-2018), (2020-Current)

St. George Bank ( 2018-2020)

• Processing Appropriation in secured accounts (Mortgages) in debit to resolve the past due and preventing the customer to receive demand and default letters.
• Ensuring to transfer funds correctly to cover the past due and informing customers via text message or appropriation letters to avoid complaints and escalations.
• Completing the possession process to mortgages accounts when the bank exhausts all avenues to come to an arrangement with the customer to maintain the loan and takes the property in to the Bank's possession.
• Reviewing and processing customer's accounts in all products (Mortgages, Personal Loan, Credit Card, Transaction ) handled by Authorized Third Party through Microsoft Office and Outlook.
• Ensuring to properly review accounts in Bankruptcy queues and properly tagging it with correct indicators.
• Processing accounts referred to Mercantile agents through a debt sale, providing them correct information with encrypted emails and documents for security purposes.
• Navigating relevant client tools to review the data base and produce excellent quality output.
• Facilitating knowledge sharing on trained processes to new team members.
• Checking and ensuring accounts are correctly actioned by the new team members on certain processes as a Master checker.
• Managing sensitive customer's information by adhering to strict confidentiality rules and data protection and work at home policies.
• Participating in regular team huddles to discuss progress, process updates, and address any challenges or concerns impacting offshore actioning.

• Enhanced customer satisfaction by providing timely and accurate responses to inquiries through chat support.
• Conducted thorough research to provide accurate information, ensuring prompt resolution of customer concerns.
• Exceeded established KPIs related to response time, resolution rate, and overall quality scores in chat support metrics.
• Resolved technical issues for customers by utilizing comprehensive knowledge of company products and services.
• Promoted upselling opportunities where appropriate while remaining focused on delivering exceptional service within each interaction.
• Reduced escalations to higher-level support teams by successfully addressing customers'' issues at the first point of contact.

eBay (Chat and Email Support Representative)

July 2009- March 2010

• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Improved resolution time with effective problem-solving for customer complaints.
• Responded to customer requests for products, services, and company information.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Assisted customers in navigating company website and placing online orders, improving overall user experience.

Xerox UK (Technical Support Representative)

March 2010-March 2011

• Resolved technical issues for improved system performance and user experience.
• Diagnosed severity of customer issues, escalating tickets to appropriate personnel for intervention.
• Enhanced customer satisfaction by providing timely and effective technical support to clients.
• Followed diagnostic and remediation policies, applying prescribed support methods to assigned tickets and dispatched Xerox registered technicians when necessary.

Lloyds Bank UK (Back Office)

April 2011- July 2013

• Ensured timely completion of tasks with strong attention to detail.
• Improved overall workflow efficiency through regular review of assigned cases.
• Enhanced data accuracy by meticulously reviewing and updating financial records and transactions.