Said Anwar
Manila
Summary
Dynamic Customer Service Analyst with Citibank, skilled in data analysis and problem-solving. Successfully identified service trends and enhanced customer satisfaction through effective communication and process optimization. Proven ability to manage complex inquiries while ensuring compliance and maintaining strong customer relationships. Committed to delivering exceptional service and driving continuous improvement. Serving as a key point of contact for customers, resolving inquiries with accuracy and empathy while ensuring strict compliance with bank policies and regulations.
Overview
2
2
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
Customer Service Analyst
Citibank
Manila
04.2023 - 06.2025
- Analyzed customer inquiries to identify trends and improve service quality.
- Resolved complex customer issues through effective communication and problem-solving.
- Developed and maintained positive relationships with customers through effective communication.
- Maintained up-to-date knowledge of financial products and services for accurate support.
- Ensured accurate documentation of cases, maintaining data integrity and adherence to regulatory compliance standards.
- Identified, researched, and resolved complex customer inquiries and complaints within established service level agreements (SLAs).
- Provided frontline support via phone, email, and chat to address customer issues related to accounts, transactions, cards, loans, and digital banking.
- Generated and analyzed performance reports to identify service trends, recurring issues, and opportunities for process improvement.
Education
Bachelor of Science - Marketing Management
University O Eastern Philippines
Manila 08.2018 - 06.2022
Skills
- Data analysis reporting
- Process optimization
- Account management
- Data evaluation
- Quality assurance controls
- Data management
- Customer relationship management
- Problem solving and critical thinking
Certification
- Lean Six Sigma Yellow belt
Timeline
Customer Service Analyst
Citibank
04.2023 - 06.2025
Bachelor of Science - Marketing Management
University O Eastern Philippines
08.2018 - 06.2022