Win Siose

Win Siose ❖ B15 lot 19 Amira townhomes Laguna |-|- Customer service expert Quality analyst | Sales | Cold calling | Fraud and dispute Specialist ❖ A resilient customer service expert with a heart - has more than a decade of experience handling different customers' issues and concerns. Consistently delivered an exceptional world-class customer experience, which translated into my numbers and being awarded for an outstanding performance. With my knowledge and expertise, I was able to handle the new hire team, train them, and help them reach their goals. Currently, I am working as a quality analyst, which focuses on making sure that different company sites are compliant with the law and policies and procedures of the company. American Express International November 2019 - Present ❖ Customer care professional who help card members with their credit card concerns (eg. billing, disputes, payments etc) always on top of the game with a consistent high number of satisfied customers conducted through overall customer satisfaction and net promoter score. ❖ Sales specialist who was able to convert more than 50 percent of pitch offers to accepted sales to business owners by identifying true needs and tailor fit offer to help them achieve their long term business goals. ❖ Coach new hire team members to be competitive and equipped with the right knowledge and skills when they hit production. Providing real time feedback to help ccp with their opportunities so they can provide that best in class customer experience. ❖ Take in escalated supervisory calls to help frustrated card members and turn them into happy ones by providing the right resolution, identifying true needs and maximizing all resources available. ❖ Quality analyst ensures that customer care professionals are compliant with the law and policies and procedure of the company. monitor maximum of 550 calls give feedback through our evaluations.do call calibrations and process refresher within the team. Capital one Services October 2015- November 2019 ❖ Senior operations representative helping card members with their credit card accounts. Making sure all concerns are being addressed in one call by making sure to maximize all available resources and collaborate with others to provide the best resolution to the card members. ❖ Handled a new hire team making sure they are all well equipped and knowledgeable about the process. helping them achieve their aspirations and inspire them daily to be at their best everyday. ❖ Making a powerpoint presentation regarding team score and presenting it to the leaders. ❖ Collaborate with others to make sure that we provide a holistic approach in helping agents identify their opportunities and how we can help them improve their performance metrics. ❖ Awarded as top agent ( roar awardee) for 10 consecutive quarters and been part of the company’s best of the best agents for outstanding performance. Hinduja Global Solutions June 6, 2014 – July 2015 ❖ Customer service representative who helps medical professionals with their patients health insurance benefits and claims. being awarded as top agent for 3 consecutive months. demonstrated skills like attentive listening to provide the right benefit of the patients, critical thinking to help providers have their rejected claims be approved or making recommendations on how to avoid rejected claims in the future. Aegis People Support April 1, 2013 – May 14, 2014 ❖ Executive operations representative who manages electric and gas accounts for our customers in Australia. Correct any implausible readings on their gas and electricity readings. Also collaborated with different team members to make sure that all aspects in the customer's account are well taken care of. with the right mindset and consistency I was awarded as the top agent in our lob consistently. Affiliated Computer Solutions December 17, 2012- March 17, 2013 ❖ Apple care specialist who provide best customer support to our customers with their apple products, help them with billing inquiries, and unauthorized apple purchases. we not only provide regular customer service support to our customers but we are flexible in helping them with any technical difficulties with their items. First Source Solution Limited May 28, 2012- December 16 2012 ❖ Customer service associate who works in the back office who makes sure that card holder’s insurance claims are properly encoded in the system. In order to complete tasks delegated I make sure to be keen in entering details in the spreadsheet and maintain 100 percent accuracy all the time. Educational Background ❖ Western Mindanao State University ● Bachelor of Science in Nursing - Clinical proficiency awardee