Veronica Josephine Adriano

My background includes working as a client service associate starting 2012 where I handle
customers’ questions regarding their annuities or retirement plan under an insurance company
named Manulife or more known as John Hancock in the United States. After investing my effort,
hard work and dedication to the team, I was appointed as a senior client service associate last
April 2014. My role as a senior was like an assistant to the team leader where I acted as a leader
on their absence, help new hires learn and achieve their goal, do coaching, do side by side
monitoring, listen to call recordings and check for quality assurance. After working with
Manulife for more than 3 years, I decided to leave the company and applied at Wells Fargo EGS
which is a leading bank in the United States to learn new skills and for financial growth. My
position there was a phone banker II where I handle calls and answer card holders’ inquiries
about their credit card accounts. After showing exemplary performance in 3 months, I was asked
to be off the phones and do support for new hires to guide them on how to be an efficient phone
banker, help them pass their metrics and goals and also give them tips on how to up sell.
Having to work on those two reputable companies, it helped me hone my skills and knowledge
not only on the BPO field but to the banking, financial and insurance world. It taught me how to
do multi tasking, the proper way of providing customer service experience, how to deal with
difficult callers, show empathy and do the best to help the callers have their requests be granted
in line with the procedures of the account.
I also bring to the table strong computer proficiencies in MS Office and tracking and reporting
skills.