Stella Marie Rafferty

Stella Marie D. Rafferty #39 Tropical Drive Maries Village - Tandang Sora, Quezon City, Philippines - Objective: In search of a stable job as a Customer Service where my extensive experience will be more developed and utilized with fair management even with multi-cultural environment. To further contribute my knowledge and experiences for the success of the company. Qualification Summary: Knowledgeable in most areas of customer service including leadership position. Excellent relationship building with customers, skills in management, very reliable and professional person. Possess leadership skills and capability to motivate and manage staff to accomplish great results. Experienced in identifying fake Identification documents. Able to make business proposals/plan and operations report. Strengths and Skills: - Reliable, hardworking and good with people - Enthusiastic and committed to excellence in my work - Keen on details - Resourceful - Can work under minimum supervision - Can handle pressure and workloads - Can handle multitasking - Internet savvy - Knowledge with basic computer troubleshooting - Knowledge in Microsoft Office (Word, Excel and Powerpoint) Work Experience: Sky Arrow Technology Inc. KYC / Fraud Officer (July 2016 – September 2017) Responsible in checking newly registered accounts according to Terms and Conditions Apply necessary sanctions on each newly registered accounts if any violations met and if documentations are required before account usage, email will be sent to the customer. Responsible in verifying documentations the customers are required to provide Notify the team and other Departments of any suspicious account including fake information/documents. Informing players any updates regarding the verification of the documentations. Customer Service Representative (February 2014 – July 2016) Handle queries via chat and email with minimal phone calls. Ensure that queries are handled based on the KPI Ensure that all queries are properly logged Keep myself updated about the newly implemented policies and internal arrangements. STELLENT Services Corp. KYC Officer (Risk Services) March 2011 – August 2011 - Responsible in asking customers to provide identifications, in accordance with Company’s Terms and Condition - Responsible in educating the customers the purpose of asking valid documents for account security purposes - Help reduce Money Laundering and Risk by being diligent and keen on details with what documents customers are providing - Communicate with customers via Email and making phone calls to explain customers about verifications - Ensure that inquiries are handled within the timeframe set - Responsible in updating customer’s profile to “verified” once account verification is completed Senior Relationship Officer (Team Leader) (Jan 2009 – March 2010) - Pre-screening / interviewing applicants English Customer Service - Train newly-hired agents and other training concerning to product and quality of service - Implemented Performance Improvement Plan - Provide development plan for the team - Solely in charge with the revision of QA Calibration Process and Quality Assurance Chat and Email Handling Procedure - Propose business plans and expected that the business plans will be implemented or completed within the target date - Handles escalated concerns by staffs and coordinates with the higher management for further resolution Customer Relationship Officer (July 2007 – March 2010) - Handling inquiries via chat, email and phone. - Ensure professionalism is being provided to maintain a good quality of service. - Ensure that all contacts via phone, chat and email are recorded. - Ensure complaints are being handled according to complaint handling procedures. - Inform customers of new promotions and updates - Solely in charge in Competitor’s Analysis report sent directly to company’s General Manager Other Tasks: Quality Assurance Officer (Level 2) - Doing Quality Assurance task from mid-2008 to 2010 while working as Senior Relationship Officer - Responsible for conducting audit of chats and emails of local and UK staffs - Provide coaching and feedback to staffs - Ensuring excellent customer service is being provided according to QA Chat and Email Process Flow - Conduct calibration meetings - Providing updates to the managers in UK Office - Implemented and revised company policies and procedures such as QA Calibration Process and Quality Assurance Chat and Email Handling Procedure ALORICA Philippines (Gateway/eMachines Computers) Technical Support Representative (September 2004 – July 2007) - Provide technical assistance via chat and email by solving computer issues raised by customers - Basic hardware and software troubleshooting. - Upsell hardware and software computer products. - Provide support with consumer products such has DVD Player, Plasma TV and MP3s. References: Lea Florentino – Financial Services – Sky Arrow Technology Inc. -) Clarisse B. Manahan – Relationship Manager – Stellent Services Inc. -) Marvin Ramos – UK Customer Service Team Leader – Sky Arrow Technology Inc. -) Education: College - Bachelor degree in Computer Studies, Majoring in Computer Science, AMA Computer University (2003)