Sazel De Los Reyes
Cebu City
Summary
Dynamic customer support professional with a proven track record at JP Morgan Chase Philippines, excelling in claims resolution and payment processing. Demonstrates exceptional active listening and adaptability, ensuring customer satisfaction while managing critical situations effectively. Committed to fostering strong relationships and delivering outstanding service in fast-paced environments.
Overview
20
20
years of professional experience
Work History
Customer Support Banking
JP Morgan Chase Philippines
11.2021 - Current
- Provide excellent customer service
- Assist customer on their claims dispute
- Refer to fraud for any suspecting scam or suspicious activity on the account
- Process payment and assisting online login access
Chat Support Team Leader
03.2021 - 10.2021
Email Support Team Leader
07.2019 - 02.2021
Customer Support Group Team Leader (voice)
07.2017 - 06.2019
- Develop a positive team relationship by being supportive, visible and easily accessible.
- Monitor good working relations with various network departments to ensure the scheduling process flows smoothly
- Provide consistent and ongoing mentoring, coaching and training that focus on improving morale and performance and employee retention.
- Work closely with implementation team regarding new client rollouts.
- Monitor workflow to ensure tasks are completed within timeliness standards which are driven by trade dates and contractual agreements.
- Perform weekly quality assessments of assigned analysts, provide timely feedback, and communicate any issues or concerns to management.
- Create progressive disciplinary actions and development plans.
Subject Matter Expert (CSG voice)
05.2015 - 06.2017
- Update process update provided by client and to be roll out to the team.
- Assist team leader in supporting the team in promoting more promoter survey with customer satisfaction.
- Take in supervisor calls.
Customer Support Group Agent
06.2012 - 04.2015
- Handle inbound and outbound calls in making sure we cater the needs of the customer.
- First call resolution in making sure we provide excellent customer satisfaction towards our customers.
- Assist customer in in their postpaid plan set-up as well as providing the best discount that we can offer.
Technical Support Representative
Sykes Asia Inc.
07.2008 - 03.2010
- Respond to support requests from end users and patiently walked through individuals to basic troubleshooting tasks.
- Resolved issues with systems, hardware, internet connection, modem and slow speed.
Warehouse Purchasing
Muramoto Philippines Inc.
05.2005 - 06.2008
- Do inventory report and sorting goods in ensuring that we still have stocks to be delivered to our production team.
- Update inventory records and any tracking data for their clients or suppliers.
- Prepares orders by processing requests and supply orders.
Education
Caregiver -
UHA Caregiver Academy
10.2023
Associate - Computer Office Management
University of San Carlos
03.2004
Skills
- Teamwork skills
- Online support
- Customer relationship management
- Inbound and outbound calling
- Time management abilities
- Calm under pressure
- Attention to detail
- Adaptability
References
- Richeilana Carcueva, QA (Customer Support Group — voice), 09081055501
- Jasmin Suguran, Team Leader (Customer Support Group — voice), 09561384799
- Milanie Torrevillas, Team Manager for Banking, 09206209777
Personal Information
- Height: 5'3
- Weight: 60kgs
- Father's Name: Samuel De Los Reyes
- Mother's Name: Elma De Los Reyes
- Date of Birth: 08/06/84
- Gender: Female
- Marital Status: Single
- Religion: Roman Catholic
- Place of Birth: Cebu City
Timeline
Customer Support Banking
JP Morgan Chase Philippines
11.2021 - Current
Chat Support Team Leader
03.2021 - 10.2021
Email Support Team Leader
07.2019 - 02.2021
Customer Support Group Team Leader (voice)
07.2017 - 06.2019
Subject Matter Expert (CSG voice)
05.2015 - 06.2017
Customer Support Group Agent
06.2012 - 04.2015
Technical Support Representative
Sykes Asia Inc.
07.2008 - 03.2010
Warehouse Purchasing
Muramoto Philippines Inc.
05.2005 - 06.2008
Caregiver -
UHA Caregiver Academy
Associate - Computer Office Management
University of San Carlos
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