Florence Cadigal Dagongdong

FLORENCE DAGONGDONG 0280 Sitio Sto. Niño Brgy. Apas Cebu City 6000 Cell: - E-mail:- Professional Summary You want only the best and the brightest for your team. We could be a good fit: I want a fulfilling job which rewards hard work, encourages creativity, critical thinking, and self-leadership, and presents enough challenges to serve as learning and growth opportunities. Skills Customer-oriented Strong customer relations Strong interpersonal skills High level of accuracy Computer Literate Detail-oriented Microsoft Office proficiency Articulate and well-spoken Flexible Professional and mature Patient Strong communication skill Work History JPMorgan Chase & Co. (Feb 2013 – June 2017) Senior Service Specialist I Telephone Banking Handle customer inquiries about their account balances, charges, and help resolve any discrepancies. Up-sell some products and services based on customer needs (e.g. overdraft protection, debit card coverage, etc.). Walk through customers in the enrollment process on the chase.com website and assist browser issues or any errors being encountered. Consumer Online Technology Support (SME) Provide online banking website support for customers. Troubleshoot login and browser issues for any errors encountered. Pacify irate customers that are being escalated from frontline specialists and give solution while making sure customer experience is positive. Help customers in downloading their transaction items into an excel format and import their bank transactions into any supported aggregator software like Quicken, QuickBooks, Microsoft Money and etc... Or by using direct connect or web connect. Train new people as their Subject Matter Expert in their journey to become Senior Service Specialists. Stream Global Services (Sep 2009 – Feb 2013) Technical Support Professional III Dell CBG Provide Dell computers (desktop/laptop) technical support assistance. Dispatch hardware parts to customers after troubleshooting when needed. Assign an on-site technician for customers having complicated issues. Log every call to calibrate in what steps have been previously done to avoid unnecessary steps with the next support professional. Escalate unresolved issues to higher tier level. INTUIT QuickBooks Pro/Premier (SME) Provide intensive installation assistance (Install Queue) for QuickBooks software on customer’s computer and stay with them from start-to-finish. Troubleshoot error messages encountered on customer’s end. Assist customers with minor accounting questions and entries. Upsell products based on customer’s needs. INTUIT QuickBooks Payroll (SME) Assist customers with payroll activation within QuickBooks. Troubleshoot any related errors upon activation process. Answer inquiries about their subscription status and renewal process. Handle calls regarding any payroll discrepancies. INTUIT QuickBooks Payroll (Streamline Team Lead) Support newly trained specialists forming a team to help them get certified and graduate after their nesting period. Conduct meetings/coaching sessions for each member of the team and as a team (goal settings/targets) Analyze team level performance and file reports for evaluation. Monthly performance presentation with shift leaders to evaluate team performance and set action plans as needed. Other Experiences Computer/Cellphone Technician (2005 – 2009) As a technician I always make sure that our customers are always satisfied with the result. Aside from doing the job in a timely manner I also make sure to maintain the quality of the job and so there will be no back-job in the future. I did this while in college. It helped me continue my studies. Character Reference Patton Ferolin JP Morgan Chase Bank Senior Service Specialist I -- Wilafe Ybarley JP Morgan Chase Bank Senior Service Specialist I -- KC Bouffard JP Morgan Chase Bank Senior Service Specialist I -- Paul Lantua JP Morgan Chase Bank Senior Service Specialist I --