Jan Christopher Laurence Minlay

Jan Christopher Laurence Minlay 1-C Cypress St. Brgy. Onse San Juan City Tel: - E-mail- Profile:I am a highly motivated individual with a keen eye for detail. I am looking for an opportunity to prove my worth and advance my career as far as possible. I consider myself to be an effective team player with excellent leadership skills and an analytical approach to the solving of problems. My experience includes high pressure supervisory roles, implementation of new use of operating systems, products and sales techniques. I believe given a chance I would become an asset to any company immediately. Educational Attainment: TertiaryAB Mass Communication - Broadcasting Centro Escolar University (2009 - 2013) – Mendiola, Manila, Philippines SecondarySt. John’s Academy -) – San City City, Philippines PrimarySt. John’s Academy -) – San Juan City, Philippines Employment: Acquire BPO 08/2019 - Present WCC Corporate Center Position: Revenue Analyst Duties: Assigns cases and email to designated line of support Specializes in Excel related equations and familiarity Process cases in relation to billing and provide necessary document to support the inquiry Processes refund to clients thru credit cards and invoices Answers billing-related inquiries Quantrics Enterprise08/2017 – 02/2019 SM IT Center Taytay Position: Back Office Representative Duties: Handles customer’s account and completing contingency task. Focused on providing the correct customer’s profile according to availability. Receives escalated concerns related to back office task. Wells Fargo 02/16 – 08/2017 Wells Fargo Center Position: Research and Remediation Analyst (POC for Quick Resolution cases, POC for Proper case Management) Duties: Create dispute cases and provide end-to-end resolution encompassing the VISA regulation and policies. Analyses and conduct reasonable investigation to provide accurate and timely resolution for the dispute Processes chargeback, pre-compliance, pre-arbitration and arbitration to provide an exhaust attempt on resolving cases and provide necessary adjustment for consumer and business cards. Receives and process Online Dispute, disputes, made thru correspondence, and disputes made thru phone. Sitel Philippines10/2015 – 01/2016 Eton Cyberpod Position: Customer Service Representative/ Flight Expert Duties: Assist VA Guest on pre and post travel issues Books new flight and designate respective SSRs and special request for guest needs on a flight Request invoices and provide itinerary needs for guest TPG Telco Company01/2015 – 10/2015 Cyberscape Beta, Ortigas Ave. Position: Customer Service Point of Contact (Escalations) Duties: Answers inbound calls for account queries, payment and bill related concerns. Analyze and addressing concern for highly escalated matters. Responsible for monitoring and resolving cases which are subject for investigative procedures Develop a progressive team atmosphere in line with developing statistical outcome and scorecards Working with TPG networking, this utilizes email support, customer’s account management and Fedora Office applications. Promotes Customer satisfaction while ensuring growth in the team handled. Transcom Worldwide Philippines 06/2014 – 01/2015 Transcom Center, Tiendesitas Brgy. Ugong, Pasig City Position: Collections Representative Duties: Specializes in account monitoring in line with billing concerns and credit approvals Monitors and handles customer’s account for debt collection and payment extensions. Explains bill breakdowns, prorated charges and excess charges for customer’s understanding Utilized in up selling and producing income for the client as to providing better customer experience which is beneficial to the company’s growth and account standing Play a team player with above expectation statistics and team metrics Adaptive to customer’s profile and being able to handle escalated matters VXI Global Solutions 04/2013 – 06/2014 SM Cyber two Buendia, Makati City Position: Account Specialist (Customer Service, Fraud, Technical, Prepaid Cards Specialist and Collections) Duties: Specializes in Anti Money Laundering policies, account safety and account management Files complaint and formal reports of theft and identity theft cases which deals primarily on account security and customer’s safety Administers technical issues and resolving in depth account errors and faults Engages in prepaid card activation, card security, billing and disputes which could have an impact on client’s card standing Provides a quality customer experience and exceeding by par expectation with account’s line of businesses Golden Arches Development Corp (McDonald’s) 05/2009 – 04/2013 Greenhills Shopping Center San Juan City Position: Service Crew / Barista Duties: Handles first hand customer experience and provides excellent interpersonal customer’s touch Handles and administers the McCafe segment which delivers specially brewed coffees, frappes and smoothies to restaurant’s customers Manages cash handling in McCafe and Cashier segment Delivers standardized and exceptionally brewed products which connotes excellence above competitors Provides a more developed and organized customer handling which includes product knowledge and customer relation Initializes food safety and ensures all raw product is up to date and of best quality when served to customers Conduct delivery process for McCafe as to establish and maintain good quality and of best served products to ensure McCafe exceptional service Presidential Communications Operations Office2012 – 2013 Quezon City Position: On-the-job Training Duties: On call news writer engaged in taking positive feedback for the image of the government Involves in publishing and creating news for an online news agency which is designed to provide assistance to build a good image of the government Assigned to deliver a published article to post and publicized government agendas, projects and social works. References: Dan Erick Torio Team Lead, Quantrics Enterprise Contact #- Kat Andrada Operations Manager, Wells Fargo Contact #- Gilvie Dela Cruz Team Lead, Wells Fargo Mobile #- Kaye Torrecampo Manager, McDonald’s Mobile #- Ysabelle Mojares Transcom Worlwide – Voice Assessment Mobile #-