Data Encoder, Customer Service

EDUCATION 1994 - 1998 B.S. in Business Management and Entreprenuership, San Beda College, Manila 1993 - 1994 B.A. in Business Management, De La Salle University Aguinaldo, Dasmarinas, Cavite 1986 - 1993 Grade School and High School, Manresa School, BF Homes, Paranaque City WORK HISTORY December 10, 2012 thru December 31, 2015 Company Name and Address : Tata Consultancy Services (TCS), Bench Bldg., 30th Street corner Rizal Drive, BGC, Taguig City Position : Compliance Lead Job Description : Overall in charge of Compliance, Fraud, Information Security and Business Continuity Plan of the unit, which is around 450 strong FTE. Directly reported to the Head of the Unit. Enforced discipline thru identification of violations and proper issuance of corrective actions. Suggested and initiated improvement to processes to align more to company policies. Coordinated and worked closely with all stakeholders to implement changes necessary to maintain compliance. Mandated and tracked all mandatory company and client online training. Managed all logical and physical access controls including re/deactivation and revocation of access. Prepared the unit on all audits and made sure all findings are closed within 30 days. Performed daily sweeps on computer folders including enforcement of the clean desk policy. Conducted semi annual compliance, fraud and infosec awareness seminars. August 27, 2006 thru August 31, 2012 Company Name and Address : HSBC Electronic Data Processing, Northgate Cyberzone, Alabang, Muntinlupa City Position: Customer Service Representative – Senior Representative – Performance Coach – Assistant Manager for Operations Job Description : Started as a Customer Service Representative for their Retail Banking Group (Branch Banking). After 6 months, was promoted to senior agent status due to excellent and consistent performance. Six months later, was selected from a pool of 500 agents to pioneer a new line of account, which deals with Select Credit portfolios and Auto Loans. For Branch banking, duty entails taking inbound calls from US customers and helped them with their checking and savings accounts. Assisted in money transfers, explained their statements, dealt with disputes arising from bank fees and did waiver adjustments as necessary, assisted in online banking set up and password related resets, assisted in ATM/Debit Card orders / replacements, activation and deactivation, assisted on Check Orders. For the Select Credit and Auto Loans group, took inbound calls from US customers and assisted them on their Line of Credit activities such as sending common or personalized checks, disputes and adjustments. For Auto Loans, took inbound calls from US customers and assisted on their loan payments, settlements, collections and lien releases. Eight months later, got promoted as Performance Coach. Main task is to be in direct support of the Assistant Manager for Operations on handling a team of 10-15 reps. Handled the team's escalations, reviewed monitored calls and prepared action plans to improve performance. Eventually got promoted as an Assistant Manager for Operations. Handled a team of 10-15 agents on the average. Tasks include monitoring of calls, coaching, escalations, meetings, appraisals, reports, motivator of the team, made sure team participated and competed well on all engagement activities. May 12, 2005 thru August 5, 2006 Company Name and Address : Convergys, Northgate Cyberzone, Alabang, Muntinlupa City Position : Customer Service Representative Job Description : Took inbound calls from US customers. Provided excellent customer service on their Sprint Telecom Accounts. Tasks included account explanation via paper or online statements, handled disputes and made account adjustments if warranted, upsell of various aftersales products was performed on every call, assisted on de / activation of accounts. July 1, 2004 thru December 15, 2004 Company Name and Address : Sun Cellular, Galleria Corporate Ctr., EDSA, Quezon City Position: Customer Care Officer 1 (Supervisory) Job Description : Acted as overall in charge of customer service and sales of the Sun Cellular retail stores assigned due to lack of a Business manager in my tenure. Assigned to the Las Pinas, Festival Mall in Muntinlupa, Robinsons Place in Malate and in Galleria. In charge of Operations, Customer Service, Sales, Inventory and Cashiering functions. November 2003 thru October 2007 Company Name and Address : Kleen Water, Cabuyao, Laguna and Las Pinas Position: Entrepreneur / Business Owner Job Description : Owned and Managed my business, a water refilling station April 1, 2002 thru May 15, 2003 Company Name and Address : Smart Communications, Inc., Smart Bldg., Ayala Avenue, Makati City Position : Customer Management Officer Job Description : Sold postpaid accounts for the telecom company's mobile business. Also in charge of retention of customers. Target customers are individual and corporate accounts. January 15, 2000 thru March 30, 2002 Company Name and Address : Ford Global, Pasong Tamo Extension., Makati City Position : Sales Executive Job Description : Sold brand new Ford cars to individuals and corporations. Manned the showroom and satellite displays. Education: College/University in Other