Christianne Inanoria | Freelancer Resume

Christianne A. Inanoria 15 Barangay Magahis Tuy, Batangas-/---Dedicated Customer service expert with 17 -year background verifying financial data. Demonstrated success in customer service, record-keeper, and clerical support. Motivated Customer service expert skilled at meeting customer needs with expert support. Stays on top of demands in fast-paced environments by effectively using slow periods. Maintain organized, clean and safe work areas with diligent attention to important details. Reliable and punctual. successfully handles fast-paced work. Proven willingness to take on any task to support team and help business succeed. Skilled at completing daily assignments and contributing to team success. Always willing to take on any task. Adapts quickly to new needs and policies. Skills: ● ● ● ● ● ● ● ● ●  Financial records management  Computers and electronics  Report development  Written communication  Analytical thinking  Critical thinking  Time management  Microsoft Word  Quality assurance Job Experience: Fraud and claims operations Analyst Level 2 Wells Fargo EGS Phils. March 2019 - December 2020 ● Obtained information by searching through financial statements and databases. ● Kept current financial records and documents. ● Directed incoming calls to appropriate staff members. ● Verified correctness, accuracy, and validity of financial statements. ● Contributed ideas for improving work processes. Protected company and customer data by following information policies. ● Collaborated with team members to meet daily demands and handle challenging projects. ● Performs intake to determine appropriate course of action, conducting investigative steps to fully identify the issues, researching product information, terms, conditions, contracts, etc., creating correspondence as needed, processing complex and/or corrective transactions on-line (including monetary and non-monetary actions). ● Communicates with others (including customers, merchants, clients, executives, agencies, regulators, bankers) to ensure resolution/negotiation of sensitive and/or time-critical matters. May serve as an intermediary to resolve disputed matters; negotiates and enacts settlements. ● Recommend standards, policies, and/or procedures to correct deficiencies. ● Ensures identified risks and/or problems are clearly documented. Has similar authorities as first tier supervisors to make override decisions; refers recommendations exceeding authority levels and/or items unable to meet resolution to management for review. ● Other duties may include: project work to identify/implement process improvements, performance of ongoing reviews as needed. May generate reports and summarize results. Business Excellence Analyst Hinduja Global Solutions - American Express February 2018 - March 2019 ● Reports directly to Quality Team Leader. ● Provides quantifiable data to all quality judgments that are made. ● Facilitates (as lead or assist) in call calibrations. ● Provide tips and materials to CCP’s team leader or immediate supervisor, (production and OJT’s) to enhance their product knowledge, system navigation and soft skills. ● Responsible for monitoring in an objective fashion all customer contact points using the CCP form;(Number of forms dedicated by the client that is subject to change without notice). ● Responsible for any/all behavior that does/do not conform to the quality standards set by the account management and Joint venture client. ● Designs and implements reports to establish patterns and trends of quality issues as they may arise. ● Collates and analyzes data for respective LOBs. ● Analyze customer commentary and provides inputs to closed identified ● Provides commentary analysis for site by process. gaps. ● Provides Ad hoc analysis requirements as needed. ● Provides CCP Database analysis. ● Call listening to identify gaps in delivering CFR. ● Attends regular call listening to identify defects and customer dissatisfiers Provides updated, accurate and timely reports to the manager. Customer Care Professional Hinduja Global Solutions - American Express February 2009 - January 2018 ● Maximized satisfaction by anticipating needs and consistently offering expert support. ● Protected customer and company information with strict use of established security procedures. ● Investigated and resolved customer concerns related to order inquiries and delivery tracking. ● Followed up with previously assisted customers to offer additional support and check satisfaction with resolutions. ● Recaptured customer loyalty with expertise in de-escalating conflicts and building personalized solutions. ● Handled customers’ advanced needs with properly escalated calls and scheduled service appointments. ● Answered customer questions about policies and procedures with friendly and knowledgeable approach. ● Answered 80+ inbound calls each day to handle various concerns, set appointments, and close sales. ● Managed paperwork and online update for new sales and program sign-ups. ● Completed inquiries and followed up with customers to share findings and offer solutions. ● Processed refunds, exchanges, and company credits for customers facing issues such as disputes and fraud. ● Closed out 80% of issues on first calls by using American Express' expertise, prepared scripts, and good research abilities. ● Sold products to customers during routine service calls using strong cross-selling abilities. ● Helped improve processes and products by relaying customer feedback. ● Resolved customer grievances consistently, collaborating with team members to achieve creative solutions. ● Contributed to billing accuracy by determining charges for services requested, collecting deposits, and arranging long-term payment plans ● Resolved issues based on thorough investigations of concerns. ● Referred unresolved customer grievances to designated departments for further investigation. ● Avoided revenue losses with diligent attention to customers’ needs and complaints. ● Met inbound customer needs while maintaining strict performance targets. ● Identified causes of product malfunctions and credited affected customers. ● Updated records with all interactions and customers transactions. ● Resolved customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills. Mortgage Specialist JP Morgan Chase Bank July 2008 - January 2009 ● Tracked daily loan progress, proactively addressing potential issues impacting close date. ● Educated valued customers about mortgage processes and documentation, including first-time Home buyers. ● Communicated with customers throughout loan process, assisting with questions and explaining any additional requirements. ● Embraced company commitment to synergy, recognizing opportunities to refer new business to company. ● Analyzed applicant information to determine whether creditworthiness for desired loan program. ● Gathered and entered information for pre-approval and loan process, verifying complete and fully compliant loan disclosure packages. ● Maintained high-quality service and supported accuracy, reviewing loan submissions to validate compliance with loan policies, laws, and regulations. ● Assisted customers in choosing proper loan program to suit financial needs. ● Resolved customer complaints quickly, employing knowledge of loan products, bank policies and customer service strategies. ● Met with applicants to obtain information for loan applications and answer questions about processes.. ● Verified completeness, accuracy and integrity of loan agreements. ● Supported applicants throughout the process, including obtaining information for applications and assisting with forms. Credit Underwriter HSBC Data Processing Philippines August 2006 - June 2008 ● Protected company profits by declining excessive risks and detailing reasons for Personal loan policies. ● Processed high volume of transactions with consistent accuracy and strong attention to critical details. ● Controlled company risk by declining application with excessive loss potential. ● Troubleshoot problems and developed successful solutions. ● Kept all areas clean, organized and in line with company professional standards. ● Verified rate locks against underwriting files with correct program eligibility requirements, credit scores, and pre-payment penalties. ● Helped committees evaluate borrower creditworthiness by preparing thorough underwriting calculations and worksheets. ● Handled case load of 320 + files per week with highly accurate work. ● Helped company maintain profitability by expertly balancing risk and revenue with each determination. ● Calculated loan risks based on thorough reviews of application information against established criteria. ● Determined appropriateness of approval or denial of Personal loans, credit card and overdraft application based on identified risk profiles. ● Authorized renewals after careful review of possible losses and any status changes. ● Protected company profits by declining excessive risks and detailing reasons for underwriting policies. ● Stayed ahead of risk trends by proactively identifying issues and developing mitigation plans. ● Controlled company risk by declining policies with excessive loss potential. Fraud Inbound Specialist HSBC Data Processing Philippines January 2006 - August 2006 ● Satisfied complex customers with fast service and quick resolutions for complaints. ● Recommended actions based on institutional policies to resolve fraudulent activities and prevent recurrence. ● Developed case files for fraud actions such as transaction corrections and criminal prosecution. ● Identified fraudulent transactions by reviewing information across multiple systems and outside sources. ● Met service level agreement standards by executing routine tasks such as service requests, transactions, and queries. ● Backed up fraud team members with secondary reviews of records related to suspected fraudulent activities. ● Compiled evidence of fraud based on interviews and records reviews. ● Verified reported ID theft and financial fraud through investigations of referred unusual activity. ● Enhanced business fraud detection with knowledgeable advice and implementation support. ● Spearheaded exhaustive investigations into suspicious transactions, regulatory issues, and system-wide institutional problems. ● Supported findings by collecting documentation, preparing evidence, and documenting statements from witnesses and suspects. ● Identified issues such as problems with billing trends and financial relationships based on in-depth analyses of financial data. ● Addressed reported fraud to verify accusations and identify investigation requirements. Process Executive HSBC Data Processing Philippines October 2004 - August 2006 ● Helped team meet service level agreement targets by assisting with reviews and escalations. ● Met client and internal goals by delivering new process approaches. ● Maintained accurate, compliant accounts, inputting new transactions each day. ● Performs inbound voice/phone transactions for USA clients. ● Provide excellent customer service, handle queries related to credit card accounts of clients Management Trainee KFC foods Corporation January 2003 - June 2003 ● Reinforced company’s culture of safety, inclusivity, and teamwork with regular team meetings. ● Studied business administration requirements such as payroll, budgeting, and accounting. ● Contributed to business success through good relationship building with employees, customers, and outside vendors. ● Learned all aspects of the business by shadowing senior management through daily functions. ● Supported business success through practical solutions in inventory management, resource allocation, and customer-relationship development. ● Detected maintenance problems and team performance issues with regular inspections of work areas and equipment. ● Supported adequate shift coverage through effective team training, scheduling, and workflow coordination. ● Boosted team performance through regular monitoring and proactive policy adjustments to align procedures with changing workforce and market demands. ● Helped leadership develop and implement strategic action plans to achieve target sales and marketing strategy results. ● Contributed to customer service leadership and direction in collaboration with management team. ● Monitored employee performance and provided constructive feedback or corrective action Recommendations. Shift Manager Jollibee foods Corporation November 1999 - July 2002 ● Secured monies against loss by keeping drawer cash low and properly using on-site safe. ● Stayed ready for expected demands by keeping inventory within optimal levels and organized for easy use. ● Met shift needs by organizing effective schedules and delegating assignments based on employee knowledge and strengths. ● Maintained high performance levels by successfully training, monitoring, and motivating shift employees. ● Upheld strict safety and security standards, protecting consumers and assets through proper adherence to protocols. ● Reduced operational and interpersonal conflicts during shifts through effective planning. ● Coordinated fast, accurate service delivery to [Type] customers as head of [Number]-person shift. ● Communicated openly with employees and fellow managers, addressing issues head-on to prevent escalation. ● Kept operations smooth and efficient with consistent opening, closing, and shift change task lists. ● Managed facility cleaning, maintenance, and repair needs with diligent attention to detail. ● Met customer demands by tracking market changes and adapting strategies to match. ● Oversaw employee training and all staff management tasks. ● Brought in well-qualified employees to fill important vacancies, targeting recruitment strategies to reach key candidates. ● Kept all paperwork current and compliant with internal standards and legal requirements. ● Eliminated resource waste through effective monitoring and improved controls. ● Controlled labor costs by streamlining workflows based on expected demands. ● Contributed to effective decision-making with detailed reports on daily operations. ● Directed daily store operations, including staff management, task delegation, merchandising, and customer service. ● Maximized employee performance with effective training and close mentoring. ● Managed daily workloads by organizing effective schedules and delegating tasks. EDUCATIONAL BACKGROUND: Post Graduate/Additional Courses: MEDLINE INTERNATIONAL TRAINING INSTITUTE (FORMER FUKUMOTO INTERNATIONAL TRAINING INSTITUTE) Commonwealth Ave. Diliman Q.C Caregiver’s Course Feb 25 2004 College: SAINT PAUL UNIVERSITY OF MANILA AB Communication Arts 680 Pedro Gil Street Malate, Manila- High School: SOUTH CREST SCHOOL MBAI compound, Soldier’s Hills Village, Muntinlupa City High School Diploma- Elementary: OUR LADY OF THE ABANDONED CATHOLIC SCHOOL National Road, Putatan, Muntinlupa City-