Geneva Bonio Ugay

GENEVA BONIO UGAY ABOUT ME CONTACT --10 Ninoy Aquino Ave. San Dionisio Paranaque City, Metro Manila, Philippines EDUCATION Bachelor of Science in Computer Engineering Lyceum of Alabang 2013 - 2015 (Undergraduate) SKILLS Creativity Communication Skills Teamwork Meeting deadlines Friendly Critical thinking Problem - Solving Skills Attention to Detail Adaptability Organizational Skills A Senior Customer Support Professional with more than 4 years of experience specializing in continuous improvement and client relations. A proven track record of building strong client relationships and identifying opportunities to enhance the client experience and improve satisfaction ratings. EXPERIENCE Student Services Support Officer FREELANCER Microsourcing Philippines UP Education Online Limited Australia December 4,2023 - Present Maintain accurate student records. Providing support to students via inbound and outbound calls, emails, and support cases. Implementing specific support strategies including reengagement of learners identified through support plans. Providing an in-platform presence to ensure responsive feedback, troubleshooting & proactive resolution to student enquiries. Collaborating with student experience and education teams to identify needed improvements to FAQs, content and assessments. Participating with other stakeholders across Swinburne Open Education to improve the student experience. Provide other administrative support as required. Senior Phone Banker Australia and New Zealand Banking Group (ANZ Bank) November 7,2022 - July 7,2023 CERTIFICATE & TRAINING Certificate in Contact Center Services NCII Oeridian Training Solutions Inc. February 5 - 23, 2018 Provides optimum service to account holders. Provides exceptional customer service to customers calling in with inquiries, complaints, and requests. Responds to customer inquiries regarding products and services offered by ANZ. Utilized a variety of tools to research customer issues and provided the best solutions. Identify opportunities to cross-sell additional products and services. Adheres to all security protocols and procedures and remains compliant and up to date on both Federal and ANZ’s policies and regulations. Consistently meets and/or exceeds in all metrics including Customer Satisfaction (TNPS), Quality Assurance and Reliability. Senior Process Associate TATA Consultancy Services Philippines Inc. UK Utility Account (SWW) March 24,2022 - October 20,2022 Provides optimum service to account holders. - Consistently meets and/or exceeds in all metrics including Customer Satisfaction (TNPS), Quality Assurance and Reliability. Provides exceptional customer service to customers calling in with inquiries, billing, complaints, payments and requests. - Providing support to customers via inbound and outbound calls, chats, and support cases. CONTACT 10 Ninoy Aquino Ave. San Dionisio Paranaque City, Metro Manila, Philippines Certified Guide Foundever Philippines US Healthcare Account (eMed) September 21,2021 - March 24, 2022 EDUCATION Guide the customers via inbound with video, a step by step on how to do a swab test and providing a test result. Assist customers with their COVID Test and results. Monitor the customer on how they do the test. Bachelor of Science in Computer Engineering Lyceum of Alabang (Philippines) 2013 - 2015 (Undergraduate) Process Associate (Phone Banker) Coforge BPS Philippines US Financial Account (Fifth Third Bank) September 18,2020 - Septmeber 20,2021 SKILLS Manage large amount of incoming calls. Assist customers with their banking needs such as savings, credit cards, checking accounts and other financial accounts with Fifth Third Bank. Responds to customer inquiries regarding products and services offered by Fifth Third Bank. Utilized a variety of tools to research customer issues and provided the best solutions. Creativity Communication Skills Teamwork Meeting deadlines Friendly Critical thinking Problem - Solving Skills Adheres to all security protocols and procedures and remains compliant and up to date on both Federal and Fifth third Bank’s policies and regulations. Attention to Detail Adaptability Organizational Skills CERTIFICATE & TRAINING Certificate in Contact Center Services NCII Oeridian Training Solutions Inc. February 5 - 23, 2018 Consistently meets and/or exceeds in all metrics including Customer Satisfaction (TNPS), Quality Assurance and Reliability. Provides exceptional customer service to customers calling in with inquiries, complaints, and requests. LANGUAGE REFERENCE English Jeffrey Largo Ugay Filipino CSR | TSA -