Russel Delen
Marzon
Santo Tomas ,Batangas
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Banking industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. 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.
Overview
12
12
years of professional experience
9
9
years of post-secondary education
Work History
Phone Banker 2
WELLS FARGO Enterprise Global Services, LLC-Philippines
Taguig City , Metro Manila
2015.12 - 2021.08
- Helped customers credit card inquiries like verification of transactions and also helped to complete online banking services and assisted with user access problems such as forgotten passwords.
- Calculated fees due, interest and change for customer transactions.
- Upheld strict security procedures to verify identities when completing actions for members and giving out private banking information.
- Improved customer satisfaction by going above-and-beyond to answer questions and offer expert support.
- Maintained friendly and professional customer interactions.
- Alleviated call loads by educating customers about how to effectively navigate site tools and pages for future banking needs.
Correspondence Clerk
FIS Global Solutions Philippines Inc.
Makati City , Metro Manila
2012.02 - 2015.12
- Helped large volume of customers every day regarding inquiries of check cashing with positive attitude and focus on customer satisfaction.
- Gathered evidence, which included recorded and written statements, financial documentation and audio materials for examination.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Followed up with customers on unresolved issues.
- Verified client information by analyzing existing evidence on file.
- Reviewed case files and reported case progress to clients.
- Researched bankruptcy loan files to confirm federal guideline compliance.
Customer Service Representative
Aditya Birla Minacs World Wide Ltd, Philippines
Quezon City , Metro Manila
2011.05 - 2012.02
- Responded to customer comments and question and resolved concerns with products or services to help with retention and drive sales.
- Detailed payment options and transferred customers to billing department for payment or further questions regarding bill.
- Educated customers on current promotions, upgrades or new offerings available under current plan.
- Educated customers about billing, payment processing and support policies and procedures.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Customer Service Representative
Sitel Philippines
Quezon City , Metro Manila
2009.10 - 2011.05
- Answered phone with friendly greeting to create positive inbound calling experience for customer's phone and internet billing queries.
- Listen and respond to customers' questions and to resolve complaints, process orders, and provide information about an organization's products and services
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Used consultative sales approach to understand customer needs and recommend relevant offerings.
- Resolved concerns with products or services to help with retention and drive sales.
Education
Vocational - Architectural Drafting Technology
Technological Institute of The Philippines
Quezon City 1994.10 - 1996.10
Bachelor of Science - Mathematics And Computer Science
Polytechnic University of The Philippines
Sta Mesa, Manila 1991.06 - 1994.06
High School Diploma -
Our Lady of The Sacred Heart School
Quezon City 1987.06 - 1991.04
Skills
Banking operations knowledge
Timeline
Phone Banker 2
WELLS FARGO Enterprise Global Services, LLC-Philippines
2015.12 - 2021.08
Correspondence Clerk
FIS Global Solutions Philippines Inc.
2012.02 - 2015.12
Customer Service Representative
Aditya Birla Minacs World Wide Ltd, Philippines
2011.05 - 2012.02
Customer Service Representative
Sitel Philippines
2009.10 - 2011.05
Vocational - Architectural Drafting Technology
Technological Institute of The Philippines
1994.10 - 1996.10
Bachelor of Science - Mathematics And Computer Science
Polytechnic University of The Philippines
1991.06 - 1994.06
High School Diploma -
Our Lady of The Sacred Heart School
1987.06 - 1991.04
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