Charmaine Bandolon
CUSTOMER SERVICE REPRESENTATIVE
Riyadh
Summary
High-performing Customer Service Professional with extensive experience in the BPO industry. Impacting positive organizational outcomes through top notch skills in verbal and written communication, active listening and analytical problem-solving skills. Confident in ability to collaborate with cross functional teams to solve complex, high-stakes problems. Committed to continuous improvement and contributing to team success.
Overview
14
14
years of professional experience
1
1
Language
Work History
Fraud Specialist
JP Morgan Chase & Co
Cebu City
09.2015 - 03.2023
- Responded to customer inquiries promptly and efficiently, ensuring timely resolution of customer concerns. Achieved a 98% customer response rate within the designated service level agreement, displaying strong ability to work under pressure and deliver exceptional customer service.
- Monitored customer records and feedback to identify potential fraudulent activity and took necessary actions to prevent fraud, resulting in a reduction of fraudulent transactions by 30%
- Provided regular feedback to management regarding customer issues and trends, resulting in the implementation of new policies and procedures to improve customer experience. This proactive approach led to a 30% decrease in customer complaints and enhanced overall customer satisfaction
Risk Management Analyst
Teleperformance
Cebu City
07.2011 - 06.2014
- Kept operations in line with government regulations by carefully checking documentation and thoroughly review accounts resulting to 100% compliance in Regulatory/ Policy and Procedure evaluation.
- Leveraged excellent communication and planning skills to collaborate with cross-functional teams and streamline fraud detection and prevention processes, resulting in increased efficiency by 50%.
- Demonstrated exceptional ability to work under pressure during peak periods, ensuring all customer inquiries were addressed within established service level agreements by 95%.
Listener Care Representative
APAC Customer Services, Inc
Tacloban City, Leyte
07.2009 - 06.2011
- Strengthened communication skills through regular interactions with clients.
- Managed to meet radio sale quotas month over month.
- Identified issues, analyzed information and provided solutions to problems.
Education
Bachelor of Science - Information Technology
Franciscan College of Immaculate Conception
04.2001 -
Skills
Telephone Etiquette
undefinedAccomplishments
- 10+ years experience of building strong customer relationship and driving brand loyalty in the BPO industry.
- Collaborated with a team in the development of Fraud Detection initiative which helps mitigate Fraud Loss by 30%
- Consistently achieved 100% Quality evaluation for Regulatory Policy and Procedure month over month.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Fraud Specialist
JP Morgan Chase & Co
09.2015 - 03.2023
Risk Management Analyst
Teleperformance
07.2011 - 06.2014
Listener Care Representative
APAC Customer Services, Inc
07.2009 - 06.2011
Bachelor of Science - Information Technology
Franciscan College of Immaculate Conception
04.2001 -
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