Glenda v. Tatel
1415 Greenfield Subdivision Barangay Rosario
Pasig City Metro Manila Philippines -
Objective
To find a company that would help me apply my knowledge and expertise as a tenured employee in the BPO industry.
Experience
J.P. Morgan Chase & Co.
Specialist I
September 2019 - Present
Providing Customer Support for card members that have personal credit cards (Freedom and Slate)
Handles Statement queries, disputes, redemption of rewards points, taking payments via the pay-by-phone system, name and address changes.
Assisting customers with requests for credit line increase and decrease.
Checking status of application submitted.
Walk-through with the online platforms (E.g. chase.com website and the mobile app).
Allsec Technologies Manila Inc.
Team Leader (Stoneridge Technical Support)
February 2018 – July 2019
Responsible for handling a set of agents and ensuring that their set metrics and targets are being met.
Providing coaching and feedback giving on a weekly basis focusing on both Quality and Quantitative opportunities.
Taking escalation calls.
Team Leader (Atlanticus Customer Service)
September 2015 – January 2018
Focused on handling a set of agents for financial accounts.
These agents were taking both Inbound and Chat queries from customers who have loans, credit cards, and revolving accounts.
Responsible for taking escalation calls and even Manager’s calls.
Quality Analyst (Atlanticus Collections)
October 2011 – August 2015
Monitoring calls of agents and providing feedback.
Setting up and facilitating Call Calibration Sessions with the clients.
Collections Specialist (Atlanticus Collections)
January 2011 – October 2011
Initiating outbound calls to remind customers of their past due accounts.
Offering customers of the convenience of them making their payments over the phone.
Iqor Philippines
Credit Analyst (American Express)
December 2007 - March 2010
Initiating outbound calls to remind customers of their past due accounts.
Offering customers of the convenience of them making their payments over the phone.
Education
Pamantasan ng Lungsod ng Pasay
BSBA Major in Management
S.Y. 2005 - 2007
