Jocelyn Ann Alano

JOCELYN ANN ALANO CUSTOMER SERVICE OFFICER ABOUT SKILLS Excellent Communication Customer Service Telephone Handling Email Support Research and Investigation Data Entry Int'l Payments (SWIFT, FX) Compliance Banking System Troubleshooting MS Office Excellent Multi-Tasking Ability Strong Work Ethics Motivated and Self- Driven Team player Leadership EDUCATION BACHELOR OF SCIENCE IN COMPUTER SCIENCE Bicol University | 2002 - 2006 Legazpi City, Albay, Philippines CONTACT P: - A: Block 21 Lot 5 Phase 4 Eastwood Residences, San Isidro, Rodriguez, Rizal E:-Skype: jannalano LinkedIn: linkedin.com/in/jocelynannalano/ A highly skilled International Customer Support Officer with nearly 13 years of combined experience in the customer service and banking industry; Seeking new and exciting challenges hence eager to learn new skills. WORK EXPERIENCE AUSTRALIA NEW ZEALAND BANKING GROUP MANILA SERVICE CENTER MAR 2013 - APR 2020 International Customer Support Officer - New Zealand Key Responsibilities: Provides phone and email support to customers and branch bankers regarding international transactions (e.g. Telegraphic Transfers, Foreign Cheques, International Bank Drafts and Foreign Currency Accounts) Offers step by step guidance in completing telegraphic and funds transfers using self-service option via the online channels Performs KYC (Know Your Customer) procedures for both internal and external clients to establish identity before providing account specific information Liaise with Relationship Managers for Swift MT103, foreign currency account statements and fee reversal requests Work closely with AML Sanctions, Fraud Investigations, International Cheque Clearings, Payments and Investigations team to resolve any potential issues involving international payments Coordinates with the International Payment and Investigations team to initiate telegraphic transfer amendment, trace, and cancellation requests Book FX deals and process foreign cheques exceeding NZD25K with lending approvals Contacts static data maintenance team for client profile update requests Reconcile daily foreign cash and cheque transactions Answers customer email enquiries using KANA Mail Other Responsibilities: Serves as Subject Matter Expert Performs monthly individual evaluation by listening to calls in accordance with specified quality guidelines Facilitates training for new joiners and refresher sessions Provides guidance and support to new joiners Creates process documents to be used as training manuals Completes other ad-hoc tasks assigned from time to time Drive cost saving initiatives. Co-Authored ICS-NZ FCA Cash Deposit and Withdrawal Tool –Automation Paperless Processing Certified Cross-Trained for International Support Center - Australia CONVERGYS PHILIPPINES ( now known as Concentrix ) SEP 2006 - MAY 2012 Senior Warranty Specialist ( AT&T ) | May 2009 - May 2012 Key Responsibilities: Exchange phone and aircard with manufacturer's defect Troubleshoot devices for possible fix Answer general questions about upgrade eligibility, accounts settings, phone features and warranty related billing disputes Responsible to make outbound calls to ensure complete resolution and overall satisfaction of customer Served as a Team Leader - OIC for a regular team Validated for a Team Leader Trainee position (pooling) by the end of 2011 Billing Specialist/E-Bill Support ( DirecTV ) | Dec 2007 - May 2009 Key Responsibilities: Responsible for responding to customer phone calls by listening empathetically to the customer, clarifying and assessing customer needs Resolve billing and basic service issues in a prompt and effective manner utilizing multiple computer systems simultaneously. Handle basic troubleshooting on television signal related issue. Reset customer’s website log in information such as email and password Offers walkthrough in navigating company's website Credit Card Fraud Analyst ( JPMorgan Chase ) | Sep 2006 - Dec 2007 Key Responsibilities: Responsible for reviewing security information and verify account activities with the credit card owner Identify the type of fraud and set accounts up for investigation. Assist merchant and merchant centers with the purpose of detecting fraud or providing authorizations at the point of sale Block possible fraud accounts and clear those that were successfully verified