Russel Alves

Russel Anthony A. Alves 14 A, Madrid St. Intercity Homes, Alabang, Muntinlupa- | -- OBJECTIVES: To be a part of a dynamic organisation which requires strong and competent organisational skills where I can effectively utilise my proficiency, develop myself and boost my interest, and at the same time be a valuable asset in the achievement of company goals and objectives. WORK EXPERIENCE: Citibank Business Processing Solutions - June, 2015- Present Customer Service Representative/Personal Banker -Answers clients questions regarding their bank transactions. -Helps clients in maintaining their account (changing address on file, funds transfer, wire transfer, card delivery, etc.) -Walks client through online banking. Customer Service Chat Representative Consumer and Business Answers client’s banking concern via chat portal. Maintains Client’s account such as changing address, funds transfer, wire transfers, card deliveries, etc. Online troubleshooting. Assists client using a screen share feature in order to appropriately guide them on where to go for a specific online concern Know Your Customer (KYC) Associate. -Collects client information necessary to ensure that AML regulation is being abided. -Reviews client’s financial profile based on the information and forms filled out by the client. -Reviews forms and information sent by the client through Outlook Webmail -Point of contact for Licensed AML specialist, banker, branch manager and directors in making sure that all required information has been gathered from the client. CONVERGYS Philippines – April, 2012- May, 2015 Team Point of Contact (POC) -Facilitates coaching to improve calls and behaviour. -Provides feedback for every calls handled especially for newly transitioned agents. -In charge in doing real time monitoring (RTM) for SLA, SIA, and agents call activities. -Escalation calls are being catered in the absence of the team leaders. -Attends calibration sessions with team leaders for process alignments and updates. -Facilitates team huddles/meetings for organisational and/or client updates. Subject Matter Expert/Assistant Team Leader -Handles and trains transition agents to be endorsed to production. -Facilitates coaching sessions on behaviour, process and product knowledge. -Administrative Reporting – based on agents’ day to day progress. -Does floor support for the entire LOB. Customer Sales and Service Representative Assists customers and dealers general mobile enquiries. Does credit check approvals for new and existing mobile customers. Maintains customer accounts. Performs basic trouble shooting for customers. Provides alternatives for customer retentions. Arranges payment plan for customer who's having difficulty in paying their bill. Restores service for customers whose service got restricted. HSBC Global Resourcing - June 2009- March 2010 Customer Sales and Service Representative Explains customer's bills and provides resolution needed for their credit cards. pitch sales depending on product eligibility. CHARACTER REFERENCES: Available upon request. Russel Anthony A. Alves