ANZEL AZARES
142 Ph3 BLK 5 Villa Monique Pinagbuhatan, Pasig City 1602 |-| -
PAMANTASAN NG LUNGSOD NG PASIG
Bachelor of Secondary Education Major in English
EDUCATION
12-B Alcalde Jose, Pasig
2021 – 2025
WORK EXPERIENCES
PARTNERHERO
Customer Service Specialist Tier II
Taguig Mckinley West
November 2022- March 2025
Feeld Dating App- Content Moderator
● Answering tickets via email,messaging, and live chat.
● Ticket handling in Zendesk with different concerns in the dating app.
● Providing excellent customer service by giving resolutions and answering inquiries.
● Monitor user-generated content for offensive, inappropriate, or harmful material
● Remove content that violates community guidelines, legal regulations, or company policies
● Monitor user behavior and flag potential rule violations
● Investigate, escalate, and resolve reported issues
Quality Analyst
● Evaluating agent performance on customer service calls, emails, or chats.
● Analyzing data to identify trends and areas for improvement.
● Collaborating with team leaders and managers to implement process improvements.
● Ensuring compliance with data protection regulations.
● Providing feedback to agents on their performance and suggesting areas for improvement.
● Developing and implementing quality assurance programs and procedures.
● Tracking and reporting on quality metrics to meet client requirements.
Healthcare (ADHD) Medical Receptionist
● Managed a high-volume workload via email and answering customer telephone calls within a deadline-driven
environment; Resolved an average of 400 inquiries in any given week and consistently met performance
benchmarks in all areas (speed, accuracy, volume).
● Manage a high volume of emails, answering them with an outlined service.
● Do tickets for outbound calls of the customer to remind them of their appointment schedule.
● Scheduling patients to follow-up appointments with their provider through Dr. Chrono.
● Contacting providers for the medication refill of the patient.
● Managing provider’s calendar, and schedule appointment.
Better Trucks (Logistic)
● Answering emails and phone calls to attend to the customer's inquiries
● Tracking of packages for the customer's order
● Arranging pick-ups for incorrect delivery
● Do outbound calls to the drivers regarding with the photo of delivery sent.
● Live Tracking of location for package
TELUS INTERNATIONAL PHILIPPINES
FRAUD ANALYST I
Taguig, Mckinley
March 2022 – November 2022
● Managed a high-volume workload via email and answering customer telephone calls within a deadline driven
environment; Resolved an average of 450 inquiries in any given week and consistently met performance
benchmarks in all areas (speed, accuracy, volume).
● Supported company attain the highest customer services ratings (as determined by external auditors) earned
100% marks in all categories including communication skills, listening skills, problem resolution and politeness.
● Guided complete customer satisfaction by identifying and resolving problems through the provision of the best
innovative solution.
● Responsible for the prevention and detection of potential fraud across all payment channels by reviewing
customers’ accounts
● Monitor debit card fraud alerts daily and take necessary action to protect customers and the bank
● Identify fraud patterns through the monitoring of high-risk countries and merchants
● Contribute to the creation of fraud rules by providing analytical data to support decisions
● Ensure information flow and deliverables are met to mitigate fraud by facilitating weekly calls with external card
fraud analyst at processor
● Review all alerts from external sources, including VISA CAMS, FICO, etc. and ensure that appropriate actions are
taken to mitigate fraud
● Accurately document all actions taken on a case
● Verify activities through outbound calls and/or send “Potential Fraud Alert” e-mails to customers
● Responsible for reconciling debit card fraud disputes claims with the Master Fraud Transactions
● Report risk information and findings to the immediate supervisor in a timely manner
● Actively participate in team meetings; share information and make suggestions for improvements to fraud
operations.
IBEX GLOBAL
Customer Service Associate
Shaw, MandaluyongCity
September 2021 – March 2022
WALMART (E-COMMERCE)
● Greet customers warmly and professionally.
● Assist customers with inquiries, complaints, and concerns in a respectful and timely manner.
● Process returns, exchanges, and refunds following Walmart's policies and procedures using HubSpot and
Gorgias.
● Operate the service desk equipment, including registers, computers, and phones.
● Handle money and process payments accurately and securely.
● Maintain knowledge of promotions, store layout, and company policies to assist customers effectively.
● Escalate complex customer issues to supervisors or management as necessary.
● Ensure the customer service area is clean, organised, and well-stocked.
● Support other team members and departments as needed.
TECHNICAL AND SOFT SKILLS
Technical: Citrix, Global Protect, Workday, Taleo,MS Excel, Word and PowerPoint, HubSpot, Dr.Chrono, Zendesk, CRM,
Gsuit, Calendly, Apricot, MS Teams, Workday, Slack, Paylocity, Clockify, Monday.com.
Soft Skills: Efficient/ Productivity, Initiative/ Creativity, Decision-making, Negotiation skill, Problem-Solving Skill, Ethical,
Work Input, Technical skills, Organization Skill, Customer relations management, Commitment, Teamwork/ Motivations,
Collaborative Influence, Enabling Performance and Growth, Embracing Challenges, Informed Judgement, Strategic Risk
Taking, Thinking Horizontally and Client Partnering.
