Knowledgeable and dedicated customer service professional . Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with customers. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Hi, I’m
ROSANNA CASTRO
Dispute By Phone - Escalation Specialist
Quezon City
Summary
Overview
16
years of professional experience
1
year of post-secondary education
Work History
JPMorgan and Chase & Co.Bonifacio Global City
Dispute by Phone-Escalation Specialist
07.2016 - Current
Job overview
- Take supervisor's call from Visa or MasterCard customers.
- Resolving customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Keep accurate records of customer interactions and to give them the right information with the Dispute Procedures and provide updates on status of their disputes, to be used for training, quality assurance and future reference.
- Participate in customer service training for internal teams to share knowledge and experience and improve quality of customer service.
- Respond to customer inquiries to address concerns and maintain customer satisfaction and loyalty.
- Bolster customer retention by offering courtesy credit based on situation and firm's set parameters
Citibank NAMakati City
Customer Service Representative
01.2015 - 04.2016
Job overview
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Updated account information to maintain customer records.
- Responded to customer requests for products, services, and company information.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handled customer inquiries and suggestions courteously and professionally.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Developed customer service policies and procedures to meet and exceed industry service standards.
ConvergysQuezon City
Customer Service Representative
04.2007 - 11.2015
Job overview
- Answered phone calls with regard to billing and programming needs of Directv customers
- Updated account information to maintain customer records.
- Processed customers requests for products, services, payments, and company information.
- Educated customers about billing, payment processing and support policies and procedures.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
NEW ERA UNIVERSITYQuezon City Philippines
MBA from Business Administration And Management - Undergrad
06.1994 - 03.1995
University Overview
- Received - Quezon City Government Scholarship
Skills
Customer Satisfaction Advocate
undefinedTimeline
Dispute by Phone-Escalation Specialist
JPMorgan and Chase & Co.
07.2016 - Current
Customer Service Representative
Citibank NA
01.2015 - 04.2016
Customer Service Representative
Convergys
04.2007 - 11.2015
NEW ERA UNIVERSITY
MBA from Business Administration And Management - Undergrad
06.1994 - 03.1995
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