Janelle Laguna

CUSTOMER SERVICE | FINANCI AL ADVISOR Janelle Laguna, MBA PROFESSIONAL SUMMARY Results-driven customer service professional with over 8 years of BPO experience resolving client issues, increasing satisfaction, and supporting high-volume teams. Known for adaptability, empathy, and exceeding KPIs in fast-paced environments. Licensed Financial Advisor with expertise in financial planning and customer education. EDUCATION EXPERIENCE MASTERS IN BUSINESS ADMINISTRATION CUSTOMER SOLUTIONS OFFICER Central Colleges of the Philippines- BSBA IN FINANCIAL ACCOUNTING The University of Manila- Citigroup Business Process Solutions | BGC, Taguig City |-   SKILLS Conflict Resolution & Communication Task Management & Prioritization Empathy & Active Listening   Customer Service Administrative Support  Proficiency in Google Workspace Proficiency in Microsoft Office  Delivered world-class service excellence to Citi’s global clients through both phone and digital banking support. Handled a wide range of customer inquiries, including billing disputes, credit, collections, retentions, mortgage, fraud, telesales, rewards programs, and account fulfillment. Responded to inbound and outbound calls efficiently, ensuring adherence to departmental service-level agreements (SLAs). Managed an average of 80+ customer inquiries daily while maintaining a 98% resolution rate and reducing call escalations by 15%. Identified client needs and delivered tailored solutions, ensuring an exceptional customer experience and long-term client retention. Maintained compliance with regulatory requirements and internal policies while safeguarding client data and company reputation. TOOLS LICENSED FINANCIAL ADVISOR Sunlife of Canada (Philippines) | BGC, Taguig City |-     Provided trusted financial advice, helping clients mitigate risk and secure appropriate protection plans. Delivered personalized, ongoing investment and retirement planning strategies, fostering long-term client relationships. Educated clients on complex financial products in clear, fluent English, improving client understanding and decision-making. Maintained accurate records of client interactions, proposals, and transactions to ensure compliance and seamless service delivery. CUSTOMER SERVICE REP RESENTATIVE Alorica Teleservices | Quezon City |-   Diagnosed and resolved 50+ technical issues weekly, reducing repeat calls by 18% through precise troubleshooting. Identified patterns in customer behavior that led to a 10% improvement in first-call resolution rates across the team. CUSTOMER SERVICE ADVOCATE Concentrix | Quezon City |-   Diagnosed and resolved 50+ technical issues weekly, reducing repeat calls by 18% through precise troubleshooting. Identified patterns in customer behavior that led to a 10% improvement in first-call resolution rates across the team. CUSTOMER SERVICE REP RESENTATIVE SPI CRM | Quezon City |-   Supported 80+ customer interactions daily, leading to a 10% increase in upsell conversions. Promoted to Quality Assurance Analyst after consistently achieving 95%+ call quality scores, responsible for reviewing daily team call performance.