Sazel De Los Reyes

Sazel De Los Reyes EXPERIENCE November 2021 - Current Customer Support Specialist (Banking) JP Morgan Chase Philippines | Cebu City, Philippines • Assist customers with disputes, fraud escalation, and online account access. • Process payments and deliver high-quality banking support. Cebu City Cebu -- PROFESSIONAL SUMMARY Dedicated professional with expertise in customer service, adept at multitasking and effective time management. Committed to delivering exceptional customer experiences that foster loyalty and satisfaction. KEY SKILLS • Customer Relationship Management (CRM) • Dispute Resolution & Fraud Handling • Online Banking & Payment Processing • Team Leadership & Coaching • Quality Assurance & Process Improvement • Chat, Email & Voice Support Management • Technical Troubleshooting (Systems & Connectivity) • Workflow & Scheduling Management July 2017 - October 2021 Team Leader (Chat, Email, Voice) Convergys | Cebu City, Philippines • Supervised multi-channel support teams; improved KPIs and retention. • Conducted coaching, quality reviews, and process rollouts. May 2015 - June 2017 Subject Matter Expert – Voice Convergys | Cebu City, Philippines • Handled escalated cases and implemented client process updates. • Guided agents to boost customer satisfaction survey scores. June 2012 - April 2015 Customer Support Group Agent – Voice Convergys | Cebu City, Philippines • Delivered first-call resolution in banking support and account setup. July 2008 - March 2010 Technical Support Representative Sykes Asia Inc. | Cebu City, Philippines • Resolved connectivity and hardware issues; guided customers step-by-step. May 2005 - June 2008 Warehouse Purchasing Staff Muramoto Philippines Inc. | Cebu City, Philippines • Managed inventory reports, supplier records, and purchase orders. EDUCATION October 2023 Caregiver Program UHA Caregiver Academy, Cebu, Philippines January 2004 Associate in Computer Office Management University of San Carlos, Cebu