Ronnieline Telos
Customer Service Advisor
Cebu City, Province Of Cebu
Summary
Proactive Customer Service Representative with a track record of success in my previous position, especially in handling complaints and cultivating connections with customers. I have successfully created training programs that increased team productivity and improved customer satisfaction. I am skilled in processing payments and using CRM software. Committed to giving exceptional customer service and fostering satisfying client experiences.
Overview
3
3
years of professional experience
Work History
Customer Service Advisor
Concentrix
Cebu City, Province Of Cebu, Philippines
09.2024 - Current
- Assisted customer on creating a label on doing the shipment.
- Assisted customer a follow up regarding on the delay shipment, placing a support ticket for follow up to the station.
- Assisted customer on reporting a missing packages or misdelivered, creating a support ticket and outbound call the station for report.
- Creating an adjustment for the incorrect charges on their invoices.
- Applying credit and refund for the service that was not been applied.
- Applied credit and refund for the duplicate invoices reflected on the account.
- Responding accurately and efficient to the customer about the product itself.
- Process and Reverse of the payment by customer request.
- Manage approximately 30-60 incoming calls and Outbound Calls.
Compliance Analyst
Easy Payroll Global Sulotion
Remote
03.2024 - 09.2024
- Reviewed company policies and procedures regularly to ensure they are in line with regulatory requirements and industry standards.
- Provided assistance to investigation and risk management teams during fraud investigations and risk assessment processes.
- Performed gap analyses on current control systems, suggesting enhancements as needed to improve effectiveness in maintaining regulatory adherence.
- Created detailed training programs to ensure employees are knowledgeable about applicable regulations and policies.
- Optimized internal audit procedures to enhance efficiency and accuracy in identifying potential compliance issues.
- Acted as a subject matter expert on compliance issues, offering guidance and support to team members across different departments.
- Facilitated incident response activities when breaches occurred by coordinating corrective actions among various departments.
- Helped compile reports for senior management that detail findings from investigations into potential non-compliance incidents.
- Collaborated with cross-functional teams for the successful implementation of new compliance initiatives.
- Played an active role in industry forums and conferences, staying informed of the latest regulatory developments and best practices to incorporate into company operations.
Customer Service Representative
Ibex Global Solutions
Tagbilaran, Bohol, Philippines
11.2022 - 03.2024
- Assisted customers in navigating company website and placing online orders of assets like USD and Virtual Cryptocurrency.
- Responded to customer requests for products, services, and company information.
- Assisted customers on how to withdraw Virtual Cryptocurrency to Fiat
- Assisted customers on how link their payment method.
- Assisted customers for recovering the account.
- Assisted customers regarding account access due to flag restriction and flags.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Process a credit, reversal and refund if necessary.
- Creating a Jira ticket for bug and incident report.
Skills
Customer service excellence
Complaint handling
Customer relations
Live chat support
Account management
Training programs
CRM software
Payment processing
Email management
Refund management
Microsoft
Slack
Jira
Accomplishments
- Used Microsoft Excel to to monitor and track the SLA ticket and Out SLA ticket related to bugs and incident.
- Subject Matter of 18 members.
- POC and Supervised the Team with 2 months while the manager is away and successfully lead and achieved the performance within client and management demanded.
- Collaborated with team of Regulatory and Executive regarding with massive Debit and Credit the funds of our customer.
Timeline
Customer Service Advisor
Concentrix
09.2024 - Current
Compliance Analyst
Easy Payroll Global Sulotion
03.2024 - 09.2024
Customer Service Representative
Ibex Global Solutions
11.2022 - 03.2024