Melvin Vistro

I started my career as Billing and Technical Consultant. I spoke directly to the customers to provide them with information about their account and address inquiries regarding products and services. I was trained to discuss customer's bill and clarify any disputes or transactions. I was also given an access to process any adjustment necessary on the customer's account, conduct trouble shooting steps to fix any fault on the customer's line, restore and suspend home phone and mobile services. Then I was transferred to be part of Unwelcome Calls team. Here, I provide assistance to customer and authorized third parties or any authorized legal departments to log a complaint and investigate regarding any type nuisance calls that customers are receiving on their home phone and mobile, whether it is a hung up call, threatening call, harassing calls etc. I was trained to trace the numbers of the people who called or dialed the customer’s home phone or mobile number. I was also given an access to block and/or unblock any numbers on their line.

I also work as a Consumer and Small Business Collection Specialist. I work as a customer service representative in my first year. Then, was moved to back office to handle business to business concerns. I am responsible to work on out-of-stock issues and offer a new resolution.

I also have experience on handling loan and credit card account concerns for a loan company. I process payments, set up payment plan, request refund. I also handle chat, SMS, and emails from customers. After a few months, I got promoted to a Senior post. As a senior, to answer customer complaints and questions, I must be experts in the products offered by our company, so I took the initiative to master every feature, process and benefit of our services and product. I work with both customers and authorize third parties. I am responsible for handling inquiries, process payments, set up payment plan and log complaints in a timely manner. I also enter refund in Bankline. I was assigned to manage the Collections Callbacks Inbox, which was an opportunity to reach out to customers who cannot call us. I was part of the escalation team and the mentee-mentor program. I also assist my colleagues to help them with their call handling and development.