Ivan Refamonte

IVAN REFAMONTE CUSTOMER SUPPORT PROFESSIONAL CONTACT --linkedin.com/in/irefamonte Marikina City, Philippines SKILLS PROFILE More than 15 years of vast experience in Customer Service and Support with recognized strengths in data entry, account maintenance, problem solving and troubleshooting. Excellent working knowledge using Microsoft Office and Google applications Exceptionally well-organized with strong work ethics and willingness to work hard to achieve employer objectives Intrinsic creative talent and is able to handle multiple tasks assigned Proficiency in the English language – oral and written Detail-oriented Great team player but can also handle individual assignments excellently WORK EXPERIENCES Customer Support Data Entry Customer Care Support Problem-solving Questo Communication EDUCATION Computer Engineering Polytechnic University of the Philippines- Nov 2023 - present Provide exceptional customer support via chat and email for users of our online city exploration app Assist customers in unlocking purchased games and quests promptly and efficiently Address inquiries and provide guidance regarding the games/quests, ensuring a smooth user experience Manage user accounts, including account setup, troubleshooting, and accountrelated inquiries Process refund requests in accordance with company policies and procedures Perform Facebook and Instagram content moderation, filtering comments to maintain a positive and engaging community atmosphere Loans Analyst REFERENCES Gerard Coronado -- Pamela Kiarah Dy -- Outsourced Experts Dec 2023 - March 2024 Workshop deals to determine the most suitable products and/or financiers Check CRM data entered by brokers and ensure they are accurate and updated Complete missing CRM data from documents provided by clients when required Check and verify documents received to ensure they are relevant to the application and are of acceptable quality Analyzing clients' personal and financial information to perform credit assessment within the relevant financier's credit policy Liaising with clients or brokers to obtain all relevant information when required Setting conditions for the application based on own analysis for the Client Service Manager to follow up and collect Complete all relevant calculators required by the financier (UMI, Funds to Complete, etc.) Complete the Products tab in CRM and ensure all details are correct Generate the Credit Proposal Document from CRM and send it to the clients to sign IVAN REFAMONTE CUSTOMER SUPPORT PROFESSIONAL CONTACT --linkedin.com/in/irefamonte Marikina City, Philippines SKILLS Settlements Officer Outsourced Experts Loans administration duties including but not limited to overseeing loan document execution, loan document delivery to lender and loan document certification for pending settlement. Loan settlements attendance, data entry, CRM systems input and loading of files. Contacting customers and their solicitors to attend to settlements. SharePoint data collection Office management including effective task and diary management and follow ups. Customer Support Team Lead Data Entry Bluestone Mortgages Problem-solving Communication EDUCATION Computer Engineering Polytechnic University of the Philippines- REFERENCES Gerard Coronado -- Pamela Kiarah Dy -- Oct 2023 - Dec 2023 Sept 2021 - May 2023 Directly manage a group of Lending Officers/Mortgage Loan Processors within the Manila operation. Document and monitor process adherence and control management Prepare daily, weekly and monthly reports for distribution to management Ensure all Lending activities comply with company policies and procedures and legal requirements. Provide coaching and mentoring to Lending Officers/Mortgage Loan Processors and provide feedback to team members in regular 1:1 meetings and reviews. Provide escalation help for representatives including taking manager calls from customers Monitor employee attendance including receiving employee contact regarding non or late attendance Provide daily direction and communication to employees so that workload is actioned in a timely, efficient and knowledgeable manner. Provide continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers. Conduct call monitoring assessments for inclusion in scorecards and feedback to individuals on a monthly basis. Conduct monthly, quarterly and annual performance reviews with direct reports. Provide statistical and performance feedback and coaching on a regular basis to each team member. Be available for employees that experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution. Ensure employees have appropriate training and other resources to perform their jobs. Respond to and resolve employee relations issues expressed by team members; create and maintain a high-quality work environment so team members are motivated to perform at their highest level. Address disciplinary and/or performance problems according to company policy. Assist the senior management team with the daily operation of the call center to include the development, analysis and implementation of staffing, training, telemarketing, scheduling, and reward/recognition programs. Work as a member/leader of special or ongoing projects that are important to area/process improvement. Use appropriate judgment in upward communication regarding department, system or employee concerns. Performs other duties as assigned IVAN REFAMONTE CUSTOMER SUPPORT PROFESSIONAL CONTACT --linkedin.com/in/irefamonte Marikina City, Philippines SKILLS Customer Support Data Entry Problem-solving Loan Coordinator Bluestone Mortgages Sept 2020 - Sept 2021 Management of files from application received to unconditional approval Support the Sales process through the provision of efficient service levels to both internal and external stakeholders. Accurate and efficient data entry of loan application and associated information into the relevant data bases. Pre-screen credit applications including verification of borrower’s employment, income and credit history (analysing mortgage and other statements) Follow up with introducers/brokers for outstanding items Check conditions and make recommendations to Underwriters for conditional/unconditional approval, ensuring files are policy and code complaint Follow up valuers and confirm valuations meet Bluestone security requirements Handle inquiries from Brokers & Sales team in a responsive manner Maintain up-to-date database of all Introducers / Brokers with all relevant information Deliver the highest customer service and loyalty Communication Lending Support Officer EDUCATION Computer Engineering Polytechnic University of the Philippines- REFERENCES Gerard Coronado -- Pamela Kiarah Dy -- Bluestone Mortgages March 2019 - Sept 2020 Manage files from application received to unconditional approval Support the sales process through the provision of efficient service levels to both internal and external stakeholders. Accurate and efficient data entry of loan application and associated information into the relevant data bases. Pre-screen credit applications including verification of borrower’s employment, income and credit history (analyzing mortgage and other statements). Order and verify all documents needed for the underwriting of the loan including Income Verification Requirements, Credit Reports, Verification of Identity (VOI), Valuation Report, etc. as needed. Check conditions and make recommendations to Underwriters for conditional/unconditional approval, ensuring files are policy and code compliant. Handle inquiries from introducers and internal teams in a responsive manner. Work with other departments to ensure the application moves forward to unconditional. Monitor all incoming documents by verifying the data which was collected and submitted by brokers Ensure service level agreements are met with regards to initial review, post conditional, pre-unconditional and other ad-hoc tasks such as mailbox management and sending out approvals Provide a high level of customer service to internal and external customers. IVAN REFAMONTE CUSTOMER SUPPORT PROFESSIONAL CONTACT -- OTHER WORK EXPERIENCES Sales Consultant KMC Solutions November 2017 - January 2019 linkedin.com/in/irefamonte Marikina City, Philippines Career Consultant July 2017 - October 2017 Emapta Versatile Services, Inc. SKILLS Key Accounts Specialist Customer Support Convergys Malaysia SDN. BHD. (Philippine Branch) Data Entry Problem-solving February 2016 - March 2017 Escalations Support Specialist Convergys Malaysia SDN. BHD. (Philippine Branch) February 2015 - February 2016 Communication Technical Support Associate EDUCATION Convergys Malaysia SDN. BHD. (Philippine Branch) Computer Engineering Data Entry Analyst Polytechnic University of the Philippines Open Access Marketing March 2014 - February 2015 April 2012 - September 2013 - Technical Support Representative - Optus 24/7 Customer Philippines REFERENCES Gerard Coronado - November 2010 - June 2011 Technical Support Representative - Time Warner Cable 24/7 Customer Philippines April 2010 - November 2010 Technical Support Representative - AT&T Internet Services -Convergys Corporation Pamela Kiarah Dy -- April 2009 - March 2010