Maefe Ybanez | Freelancer Resume

. . Maefe R. Ybanez Cebu, Philippines 6015 | - |- Summary  Good verbal and written communication skills  Ability to work competently without constant instruction from others  Ability to perform well under pressure  Ability to perform tasks satisfactorily  Excellent communication and interpersonal skills -Hardworking Phone Banker with significant background in customer-facing and call center roles. Expert in maintaining call control and quickly determining customers' needs. Exceeds service and performance regularly. - Detail-oriented Quality Assurance Team Leader with years of experience. Effective at long-term goal planning and supervising team members. Skills  Banking & Finance  People skills  Customer service  Problem resolution  Market research  Leadership  Quality Assurance  Critical thinking  Operation monitoring  Reporting skill  Employee training  Customer needs assessment  Data collection Experience ACCOUNT SPECIALIST | 04/2015 to Current JP Morgan Chase & Co - Cebu City, Philippines Account Specialist-Banking and Finance  Provides personalized customer service to exceed clients' time and quality expectations.  Responsible for assisting customers with balance discrepancy issues or any related concerns about account balances.  Processes transactions promptly and accurately responds to client requests and inquiries, including the administration of rewards and fees.  Attending financial and non-financial customer inquiries (e.g.  Billing errors, disputed transactions, consumer's savings, checking, deposit, debit card transactions, upgrades misapplied payments and other general inquiries and account maintenance).  The position entails integrating knowledge of Chase products and services in recognizing customer's needs: asking questions to learn about customer preference directly related to Chase products and services, explaining features and benefits and how it addresses account holder's preferences or concerns, facilitates enrollment of the customer in the program or transfers them to the correct department to process client's request.  Abide by all applicable regulatory and department practices and procedures. .  As a Account Specialist, the position plays a key role in helping Chase retain and grow the business through the ability to provide high quality customer service and be well equipped with products and services knowledge so as to enhance customer's experience. QUALITY ASSURANCE TEAM LEADER | 11/2013 to 04/2015 Survey Sampling International Philippines Incorporated  Overlooked 7 Project Supervisors.  Delegates task, listens to live calls of market researchers doing interviews over the phone and give real time feedback to them.  Create and implement training and development needs of subordinates in an effort to achieve progress and improvement.  Directly involve in Quality Assurance initiatives.  Perform monthly review.  Facilitate weekly focus meetings. PROJECT SUPERVISOR/QUALITY ASSURANCE SUPERVISOR | 04/2011 to 11/2013 Survey Sampling International Philippines Incorporated  Manage a team of call center agents.  Monitor daily work snaps of team members.  Take calls that agents cannot handle and be available when an agent appears to need assistance.  Manage fielding of research projects using Computer-Aided Telephone Interviewing systems.  Coach subordinates on how to become effective in their tasks. MARKET RESEARCH ANALYST | 09/2007 to 04/2011 Survey Sampling International Philippines Incorporated  Conducts interviews over the phone with qualified participants using specific market research techniques to collect individual thoughts and opinions on a variety of topics, products and current events. Education and Training Cebu Technological University - Cebu, Philippines | Certificate in Professional Education Education, 12/2018 University of San Jose - Cebu, Philippines | Baccalaureate Degree Business Administration, Marketing Management, 04/2014 Character Reference Lynette Salomon Team Manager JP Morgan Chase & Company - Iyeshliben Climaco Que Interim Team Leader JP Morgan Chase & Company - Jhun Rhen Sojon Team Manager Survey Sampling International - .