Glenda Tatel

I've been working in the BPO industry for more than 10 years. Currently working as a Customer Service Representative at JP Morgan Chase & Co. focusing on supporting Consumer Credit Card accounts. The list of services offered are as follows:

• Assistance on Billing Statement queries (E.g. Disputes)

• Proving payment options and taking payments by phone

• Education and assistance on Rewards Points

• Handling issues/concerns with online accounts (chase.com or chase mobile app)

• Credit Limit Increase and Decrease requests

I also had an experience working as a Team Lead and Quality Analyst with Allsec Technologies Manila Inc. As a Team Lead, I was given an opportunity to handle a set of agents focusing on allowing them to progress and hit the goals set by the clients. Goals set would include Quality Assurance, Call Handling Time (Average Handling Time), Number of calls received, CSAT (Customer Satisfaction), and etc. One-on-One Coaching Sessions are being facilitated to ensure these agents are being provided feedback they need for the betterment of their scorecards and other contributing factors.

I had the experience working as a Collections Specialist too with Iqor Philippines under the American Express LOB. This line of work focuses on handling Consumer Credit Card accounts which are 30-59 days past due. The system has an Auto-Dialer which allows us to call these customers to remind them of the payment they have missed and offer Payment-By-Phone to bring the accounts back to its current status. I did Skip Tracing too which resources to look up for possible phone numbers were being maximized (for customers who have failed to pay their accounts and can no longer be contacted using the phone numbers and addresses listed on file.