RONAGIE VICENTE
SME
Sta. Ana, Manila
Summary
Experienced call center professional with a proven track record of exceeding performance goals, seeking a position to contribute my positive attitude, adaptability, and strong communication skills to support team goals and deliver quality work.
Overview
10
10
years of professional experience
2
2
Languages
Work History
SME- Fin Tech Account
COGNIZANT
06.2022 - Current
- Train and mentor less experienced agents, providing guidance and support specially on billing and reporting.
- Capable of managing 100+ consults per day via Slack channels.
- Led the implementation of best practices for knowledge sharing and coached agents on strategies to achieve high CSAT scores as a recognized CSAT Master.
- Tools: Confluence, Medallia, Salesforce, Slack
Fraud Analyst
WELLS FARGO
05.2021 - 05.2022
- Handles clients disputes about authorized and unauthorized transactions on their accounts.
- Managed over 30 customer calls per day.
Senior Process Executive- Healthcare account
COGNIZANT
09.2018 - 05.2021
- Handles customer inquiries and issues related to healthcare products, services, and policies.
- Managed over 40 customer calls per day.
CSR
CONVERGYS
04.2016 - 07.2018
- Assisting those that have issues with their networks, billing, disputes and offering of affordable prepaid/postpaid plans.
- Managed over 60 customer calls per day.
Education
Bachelor of Science - Accountancy
University of Manila
Manila, Metro Manila, Philippines 04.2001 -
Skills
Adaptability
Collaboration / Teamwork
Customer focus
Deep expertise
Problem-solving abilities
Task prioritization
Multitasking
Decision-making
Data analysis
Continuous improvement
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
SME- Fin Tech Account
COGNIZANT
06.2022 - Current
Fraud Analyst
WELLS FARGO
05.2021 - 05.2022
Senior Process Executive- Healthcare account
COGNIZANT
09.2018 - 05.2021
CSR
CONVERGYS
04.2016 - 07.2018
Bachelor of Science - Accountancy
University of Manila
04.2001 -