Annalyn Apostol

Annalyn G. Apostol #2 Piano St. 7th Meralco Village Tabing Ilog, Marilao Bulacan Contact No.:- E-mail Address:- WORK EXPERIENCE November 2012 up to July 31 2019 Western Union Services Philippines Inc. Regulatory Escalation Team Online and Offline Support Specialist 2 • Pioneered Money Transfer Error Resolution Team. • Answer all customer escalations (from internal & external sources) through emails & calls within the required service level agreements. • Provides high-level support for cases that go to the Customer Advocate Team • Ensures documentation/ procedures/ measurements are kept up to the date & meet industry standards. • Cross-trained to MTERT, CPP and AMAZON. July 2012 – November 2012 Western Union Services Philippines Inc. Offline Support Specialist Correspondence Desk Credit Card Trace Desk • Resolve customer inquiries and promote Western Union services. • Provide first-level support for customer complaints. • Document and escalate issues to relevant department. • Handled correspondence desk and bill payments. Western Union Services Philippines Inc. Agent Support Specialist • Responsible in sending activity reports of a particular location • Responsible in assisting Agents to cancel, change, refund a transaction March 2009 Western Union Services Philippines Inc. Money Transfer by Phone Support Specialist • Responsible in validating each Money Transfer to verify if the transaction is legitimate or not. • Responsible in creating & changing Money Transfer transactions that is done at Agent locations • Provides good quality customer service September 2008- March 2009 VXI Global Solutuins, Inc. Money Transfer by Phone Support Specialist February 2007- March 2008 HTMT, Inc. American Express Singapore/Malaysia Online customer service for corporate accounts November 2005- February 2006 Alorica Philippines Globe Telecom Online customer service for Prepaid and Postpaid accounts Skills • • • • Excellent customer service skills Working with minimum supervision Diligent and result oriented Advanced navigation & multitasking skills EDUCATIONAL BACKGROUND College: Bulacan State University Course: BSED Major in English Date Graduated: March 2005 PERSONAL INFORMATION Date of Birth: May 15, 1984 Place of Birth: Quezon City, Philippines Civil Status: Married Citizenship: Filipino CHARACTER REFERENCES Kristine Suarez Team Leader Western Union Financial Services Graciela Valles Analyst Escalation Western Union Financial Services