Christine Joy Ngirngir

Christine Joy Ngirngir E-mail : Address : -Phone : -/- Blk 12 Lot 2 Phase 2 Florvel Homes, Brgy Buray Oton IloIlo City 5020 Philippines Work experience Outbounder's BPO Inc June 2018 — February 2019 DME MEDICAL INTAKE SPECIALIST · Enter all patient's medical, demographic information, and order into the computer billing system; verify all information for accuracy. · Maintain open communications and confidentiality with customers and referral sources. · Demonstrated timeliness, courtesy, sincerity, and patience when dealing with customers and employees. Promote the company positively and professionally. J.P. Morgan Chase Bank N.A. – Philippine Global Service Center (Cebu City) February 2015 — March 2018 RISK ANALYST (DEBIT CARD FRAUD PREVENTION SPECIALIST) ·Provided customer and administrative support by minimizing and mitigating bank losses against fraudulent debit card activities/transactions. · Responsibilities include monitoring, researching suspicious activities, possible fraud trends, as well as processing card cancellations, card reissues, account holds/ releases, claims, and inquiries. ·CSAT and QA POC within our team. Led team meeting discussion for QA, Policies, and Procedures; this is to ensure the quality of our team's performance meets the business expectations. Responsible for sending email to peers about any new updates with P&P and any issues concerning it. Answers all questions concerning business policies, Quality Assurance, and collate all unanswered concerns regarding Policies & Procedures. Collaborated with Team lead/Supervisor, TL POC for QA, and Escalations dept whenever there are any concerns about policies and procedures that need clarification. Created a tracker for fraud detection to help ensure peers backtrack and understand the cause of low individual fraud detects scores. ·I was also an active member of WIN (Women's Interactive Network) and Goodwill (A non-profit organization with an outreach program associated with JP Morgan and Chase). Transcom March 2013 — February 2015 CSR 1 · Apple Support Analyst and Billing Expert - Assist all Apple phone users with their devices, on how-tos and any technical related issues concerning their apple mobile phones. Reviews and investigates, to help resolve any related billing inquiries and concerns. · Cable, Internet, and Landline Service Specialist - Duties include billing & technical support, answering any general inquiries, and subscription requests/issues. · Team POC - Responsible for helping team members with policies and procedures, process customer’s account adjustments, complaints/feedback, and unlock requests submission. Christine Joy Ngirngir 1 Callbox, Inc. August 2012 — March 2013 B2B LEAD GENERATION/APPOINTMENT SETTER ·B2B Lead Generation, Data Profiling, and Appointment setting specialist. ·I helped launch two separate campaigns. TeleTech (Iloilo City) February 2008 — February 2012 CSR II ·Billing and technical support expert trained and specializes in assisting all customer's billing and technical related issues. ·Was assigned as a temporary floor walker for trainees; duties include helping out newbies with any policy and procedural queries, and how-tos. ·In the year 2010, I got ranked as the top agent for IOCR. People Support (Cebu City) February 2007 — December 2007 ONLINE TRAVEL SPECIALIST ·Online Travel Specialist; travel expert for flight bookings, hotel reservations, car rentals, and packaged itineraries. ·Other duties also include sales, customer service, re-booking, refunds, and de-escalation. · GDS Trained (World span and Saber). Qualifications I worked in Customer Service with extensive and broad experience in Customer Support in the BPO industry for years. I am a team player that communicates with colleagues; understanding that working as a team is the key to reaching the overall goal and growth of the business. As the person-in-charge for our team’s CSAT and QA, I helped supervised my team member’s CSAT and QA results along with making sure that my peers are fully aware of all the changes in policies & procedures. Education Bachelor of Science in Civil Engineering Western Institute of Technology *2nd year undergraduate Christine Joy Ngirngir 2 Short Courses ·Career Development - 2016 Harvard Manage Mentor® ·Team Leadership - 2016 Harvard Manage Mentor® ·Sales Training - 2010 Teletech sponsored by T-Mobile US References References available upon request. Christine Joy Ngirngir 3