Flor Rae Jane May Rivera

88 Lily Street 2qi M m 32e3cf c San Antonio Valley 17 Talon IV, Las Piñas City-- PROFILE FLOR RAE JANE MAY RIVERA C U S T O M E R C A R E EXPERIENCE Customer service specialist with 12 years of experience in financial services. With good understanding of compliance and regulatory CUSTOMER SERVICE REPRESENTATIVE – MARCH 2020 – APRIL 26, 2022 PAYPAL - Philippines Inbound customer service specialists for phones, email and chat support of a mobile payment service app. requirements. Also, has previous exposure to insurance products. Has Bookkeeping and Administrative assistance experience. Has strong communication and presentation skill and healthily inquisitive. SKILLS ADVOCACY TEAM, GURU – JUNE 2019 – FEBRUARY 2020 CAPITAL ONE PHIL. SUPPORT SERVICES CORP - Philippines Major role includes providing support with operations and front line agents. A subject matter expert. Also acts as frontline escalation for all types of escalated calls. SR. OPS REPRESENTATIVE, HEAVY SPEND – 2017 - 2019 CAPITAL ONE PHIL. SUPPORT SERVICES CORP - Philippines Inbound customer service. Act as account manager for High Value and Small Business credit card customers. Major accomplishments: • VERBAL WRITTEN • Insights POC – creates process improvement proposals through listening and analysis of LOBs call samples Camp GURU – Apprenticeship program that lead to promotion to GURU TEAMPLAY LEADERSHIP FACILITATING CRITICAL THINKING CUSTOMER FOCUS FACILITATIVE LISTENING SR. OPS REPRESENTATIVE, CORE SERVICING – 2016 - 2017 CAPITAL ONE PHIL. SUPPORT SERVICES CORP - Philippines Inbound customer service for all types of credit card customers. CUSTOMER SOLUTIONS OFFICER, MORTGAGE – 2012 - 2016 CITIGROUP BUSINESS PROCESS SOLUTIONS - Philippines Inbound customer service. Act as escalations specialist for mortgage costumers. REFERENCE Rhea Anabu Marketing Coordinator at Tribel Advisory- Kristianne Aguirre Former Unit Manager at Convergys- COLLECTIONS REPRESENTATIVE, CITICARDS – 2010 - 2012 CONVERGYS - Philippines Inbound and outbound customer service. Frontline collections representative for credit card customers. EDUCATION TERTIARY – 2006 - 2010 PHILIPPINE NORMAL UNIVERSITY – Manila Bachelor of Science in Mathematics for Teachers LEADERSHIP PEER FACILITATOR AND EDUCATOR – 2003 - 2008 SAVE THE CHILDREN FOUNDATION – Paranaque City Community Representative for Project Heart : HIV Awareness and Adolescence Reproductive Health and Services