Shermalyn Mahalail
Customer Service Representative
Taguig, Metro Manila,Metro Manila
Summary
Excelled in enhancing customer satisfaction and reducing fraudulent activities, demonstrating exceptional client service and analytical skills. Achieved significant results in both sales and fraud prevention, underscoring a commitment to excellence and a results-driven approach. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Strong technical proficiency in Microsoft Office (Word, Excel, Outlook, PowerPoint, etc.). Excellent verbal and written communication skills.
Overview
13
13
years of professional experience
4
4
years of post-secondary education
Work History
Senior Escalation Representative
Wells Fargo
06.2021 - 07.2024
- Support less experience individuals in providing resolutions for client inquiries and complaints
- Determines appropriate course of action and conduct investigative steps to fully identify customer issues
- Perform complex administrative and customer support tasks by managing daily schedules, and providing work direction to the team
- Respond independently to complaints escalated at the highest level
- Assist in setting performance standards, and recommend process or policy improvements to enhance customer satisfaction
Customer Service Representative
Teleperformance Rockwell
07.2019 - 05.2021
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Fraud Prevention and Recovery Specialist
JP Morgan Chase & Company
04.2016 - 06.2019
- Reduced fraudulent activities through continuous monitoring of financial transactions and customer behaviors.
- Implemented robust authentication protocols to minimize chances of unauthorized access to sensitive information or accounts.
- Conducted thorough investigations of suspected fraud cases, leading to the recovery of lost funds.
- Analyzed data from various sources to identify unusual activity indicative of potential fraud or theft.
- Managed high-profile cases effectively, resulting in successful recovery efforts and satisfied clients.
Outbound Sales Representative
Sitel
10.2011 - 04.2016
- Improved sales revenue with effective communication of product features, benefits, and promotions.
- Developed tailored sales pitches for diverse customer segments, enhancing product appeal and conversion rates.
- Implemented effective time management strategies, maximizing daily call volume and productivity.
- Exceeded personal sales goals by leveraging persuasive communication skills and product knowledge expertise.
- Supported colleagues as needed, contributing positively towards creating a cohesive team culture focused on achieving collective objectives.
Education
Bachelor of Science - Biology
Western Mindanao State University
Zamboanga City, Province Of Zamboanga Del Sur, Philippines 2006 - 2010
Skills
Customer Support
Character Reference
Maria Resciel Aquino
Associate Manager | Wells Fargo
+639399276585
Jesse Christian Ballao
Associate Manager | Wells Fargo
+639176220958
Au Cericos
Supervisor | JP Morgan Chase & CO.
+639054888334
Cecilia Rodriquez
Team Leader | JP Morgan Chase and CO.
+639178594560
Timeline
Senior Escalation Representative
Wells Fargo
06.2021 - 07.2024
Customer Service Representative
Teleperformance Rockwell
07.2019 - 05.2021
Fraud Prevention and Recovery Specialist
JP Morgan Chase & Company
04.2016 - 06.2019
Outbound Sales Representative
Sitel
10.2011 - 04.2016
Bachelor of Science - Biology
Western Mindanao State University
2006 - 2010
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