Garrison Hadji Faizal

Garrison J. Hadji Faizal Room 103 Singson Village Subdivision 11 Colon Street, Cebu City 6000 - Email:- Years of Experience (in BPO/Call Center Industry): 8 years PROFILE A dedicated, resourceful and dynamic professional with customer service experience and a successful background in the brokerage and Life/Annuities insurance industry (BPO/Call Center) which can be fully utilized for providing a cutting-edge to the business. Hardworking with excellent attendance and punctuality records who can work equally well alone or as part of a team. OBJECTIVES To be able to perform a vital role in a company where I can utilize my education, knowledge, skills, personal and work experience; share my dedication and strong work ethics and be one of the company’s asset and contributor to its success. SKILLS & QUALIFICATIONS Highly computer-literate with fast typing skills Proficient in using Microsoft Office applications and easily adaptable in using other utility and system application software. Very good in both oral and written English communication Substantially flexible and very much willing to learn new skills & experience (in any areas of any fields of work) Highly trainable and adaptable Highly organized and detail-oriented Very reliable and self-motivated Can handle and enjoy multi-tasking work effectively and with minimum supervision Can work under pressure and willing to extend extra hours of work when needed WORK EXPERIENCES EXL Service Philippine Inc. Prudential – Annuities (Assistant Manager) April 2013 – August 2017 (4 years) • Assist CSRs with problems they encountered while interacting with callers over the phone • Takes escalated calls from clients/Financial Advisors/other callers. • Address escalated customer questions and concerns. • Acts as a resource for others • Monitor call center agent’s calls to ensure that were following the guidelines they learned in training & receiving a score of 100% • Manage Quality Assurance • Provide one on one coaching to CSRs to improve the agent’s ability to do their job more effectively & improve the customer experience • Conduct team huddles to discuss updates and opportunities • Conduct trainings and refresher courses Sykes Asia Inc. Ameriprise Financial - Brokerage (Broker Assistant) July 2010 – March 2013 (2 years 8 months) • Assist and provide authorized callers with contract information (such as values, fees & charges, product information, optional benefit information, etc.), and review transaction history (for withdrawals, contract change requests, etc.) • Send out appropriate forms for contract requests (such as withdrawals, ownership changes, death claims, etc.), and provide necessary disclosures and processing time • Assist financial professionals, back office representatives, assistants about licensing, appointment & training requirements, processes and its status • Assist authorized callers with online access and provide online walkthrough • Process in-scope contract changes (such as address change, etc.) Teletech Cebu Hewlett-Packard (HP) HHO – Sales (Sales Associate) May 2009 – June 2010 (1 year) • Assist American customers with their home office needs (desktop, printer, scanner, etc.) • Assists customers with functionality, basic troubleshooting, and customization of HP products • Resolves customer complaints by investigating problems; developing solutions; making product recommendations • Close sales transferred by the Sales Area from inbound phone calls Infante Hospital Management Corporation Staff Nurse (Pediatric Nurse) December 2005 – June 2007 • Assess patient's needs and providing initial patient care • Help families deal with a child's illness or injury and often offer information on nutrition, diet and good health habits • Document a patient's symptoms and medical history for the doctor to review • Draw blood, administer medication and give childhood vaccinations. EDUCATIONAL BACKGROUND & HONORS Western Mindanao State University Master in Nursing (undergraduate) Normal Rd, Baliwasan, Zamboanga City 7000 June 2007 – March 2008 Western Mindanao State UniversityBachelor of Science in Nursing Normal Rd, Baliwasan, Zamboanga City 7000 June 2000 – March 2004 Claret School of Maluso 3rd Honorable Mention Townsite, Maluso, Basilan 7303 June 1996 – March 2000 Port Holland Elementary School 6th Honor Upper Port Holland, Maluso, Basilan- - 1996 LICENSES AND CERTIFICATIONS LOMA 280 – Principles of InsuranceNov. 04, 2016 (Passed) (US Certification) Investment Company Representative CertificationFeb. 27, 2015 (Passed) (Philippines License for Mutual Funds) Investment Company Products/Variable Contracts Sep. 21, 2010 (Passed) Representative Examination (SERIES 6) – US License Uniform Securities Agent State Law Examination Sep. 27, 2010 (Passed) (SERIES 63) – US License Nursing Licensure Examination June 6 & 7, 2004 (Passed) CHARACTER REFERENCES Rose Marie DausanAssistant Manager EXL Service Phil. Inc+63 - Prudential – Annuities Maria JovelynEnglisQuality Process Excellence EXL Service Phil. Inc+63 - Prudential – Annuities+63 - Darwin Sintin JameroQuality Process Excellence EXL Service Phil. Inc+63 - Prudential – Annuities