Marice A. Lavides
➢ Professional Summary
E-mail-PH: -
Present Address:
8611 San Jose St.
Guadalupe Nuevo
Makati City
Philippines 1212
Highly enthusiastic customer service professional with 7+ years of client interface
experience. Skilled customer service representative committed to addressing customer
concerns with speed, accuracy and professionalism. To demonstrate superior work ethics
and provide exemplary service, along with any other duties requires of the position, in order
to ensure the continued success of the company.
➢ Academic Profile:
Tertiary Education,-
Bachelor of Secondary Education - Major in English
Southern Luzon State University
Lucban, Quezon, Philippines
Personal Details:
Age
Date of Birth
Sex
Nationality
Marital Status
Religion
Witness
Languages Known
Height
Weight
: 28
:-
: Female
: Filipino
: Single
: Jehovah’s
:English, Filipino
: 5’3
: 50 Kg.
My strengths:
•
•
•
•
•
•
•
Self confidence
Positive approach
Adaptable to changes
Good team player
Fluent in English: oral and
written.
Ability to learn new
technologies
Ability to work under high
pressure while maintaining
high quality of work.
Permanent Address:
#4 Soler St.
Atimonan, Quezon
Philippines 4331
Secondary Education,-
Atimonan National Comprehensive High School
Atimonan, Quezon, Philippines
Primary Education,-
Atimonan Cental School
Atimonan, Quezon, Philippines
➢
Computer Awareness
•
•
➢
Microsoft Office Professional (Word, Excel, Powerpoint)
Internet Applications
Work Experience:
November 25, 2016 – August 31, 2018
RETAIL BANK FRAUD DISPUTE ANALYST – SPECIALIST II
JP MORGAN CHASE AND CO. (Philippine Global Service Center)
Net Plaza Building, 31st Street Bonifacio Global Taguig City 1634
July 29, 2013 – October 15, 2016
CUSTOMER SERVICE ASSOCIATE – TIER 2
SUTHERLAND GLOBAL SERVICES
12th Flr PhilPlans Building North Triangle Drive, Bonifacio Global Taguig City
July 04, 2011 – March 15, 2013
CUSTOMER SERVICE REPRESENTATIVE
SYKES ASIA INC.
Burgundy Tower Sen. Gil Puyat Ave. Makati City, Philippines
CALL CENTER SKILLS ACQUIRED
Customer Focus
• Take ownership of each customer while empathizing and prioritizing customer needs
• Resolve conflicts and manage customer expectations
• Determine customer needs and provide appropriate solutions through relationship building
Communication Skills
• Effective verbal and written communication with both external and internal customers
• Document customer account activities thoroughly and concisely
• Engage in interactive dialogue with customers through active listening
Problem Solving Skills
• Approach problems logically and with good judgment to ensure the appropriate customer outcome
• Make appropriate decisions on behalf of the customer quickly and effectively
• Effectively prioritize work to ensure efficiency
• Conduct research as needed
Analytical Skills
• Critical thinker and ability to exercise independent judgment
• Accuracy and attention to detail
• Required to abide by all applicable regulatory and department practices and procedures
Computer Skills
• Familiarity with multiple browsers, multiple tabs, window navigation and instant messenger tools
• Fluency in Windows Operating Systems and Microsoft Office tools
Character Reference
Aundrei Romero
Team Manager – Fraud and Disputes – Blended Queue
JP Morgan Chase and Co.
-
Maria Vera Leong
Team Manager – Fraud and Disputes – Regulation E
JP Morgan Chase and Co.
-
Daniel John Esta
Team Manager – PayPal NA ROW
Sutherland Global Service
-
Roan Grace Aguilar
Team Manager – PayPal SSP2
Sutherland Global Service
-
Ralph Norris Shappit
Team Manager
Sykes Asia Inc.
-
Prof. Marietta Villaverde
BSEd Practice Teaching Supervisor
Southern Luzon State University
-
Ms. Carla Leynes
Cooperating Teaching
Infanta National High School
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