Jennifer Miguel
Muntinlupa City,Metro Manila
Summary
Experienced professional with experience in customer service, process training, and quality analysis. Expertise in streamlining operations and managing high-volume transactions, ready to drive efficiency and accuracy as a Fulfillment Specialist.
Overview
14
14
years of professional experience
Work History
Financial Services Support Specialist II
Lightspeed
2024.02 - Current
- Support retailers for R, X, C and E series with issues revolving around Financial Services - Payments, Payouts and Bank account changes / Legal entity changes.
- Help retailers troubleshoot faulty Lightspeed issued terminal and endorse replacement given it's within warranty period.
- Handle billing queries - unpaid invoices, making payments, updating card details and discussing invoice breakdown.
- Help identify report discrepancies with their payouts and sales reports.
- Assist general queries for retailers who are interested with Capital loans.
- Worked on unassigned and urgent tickets assigned for Retail Payments.
- Assisted queries from Supports and Account Managers posted in assigned channel - LSPay-retail-support.
Quality Analyst
NRMA Insurance
2022.10 - 2024.02
- Identified and corrected discrepancies in policy documentation through rigorous auditing processes, resulting in 15% decrease in error rates.
- Analyzed large datasets to identify trends and generate detailed quality reports for senior management, ensuring compliance with industry standards.
- Conducted 200+ audits per month, meticulously reviewing insurance policies and claims for accuracy and compliance.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
Process Trainer
NRMA Insurance
2020.10 - 2024.02
- Created unique materials to support training programs.
- Developed lesson plans, instructional materials and written practice tests and training courses.
- Facilitated virtual, in-person and blended learning sessions.
Digital Customer Service Associate
NRMA Insurance
2017.09 - 2020.09
- Efficiently processed customer requests and documented insurance case details, ensuring accurate and timely resolution of issues.
- Managed average of 40+ chat and email interactions per day, addressing customer inquiries and resolving issues promptly.
Customer Service Representative
First Data
2011.06 - 2014.12
- Administered payroll accounts, prepaid cards, and gift card transactions, including activation, dispute resolution, and balance inquiries.
- Assisted merchants with card activation, dispute resolution, and redemption issues.
- Responded to customer requests for products, services, and company information.
Customer Service Representative
Cricket Wireless
2010.08 - 2011.05
- Handled payments and billing inquiries for customers, ensuring accuracy and timely processing.
- Assisted customers with phone and plan upgrades, as well as minor troubleshooting, which required quick problem-solving and ability to address issues effectively.
- Documented customer interactions and transaction details meticulously to help in tracking and resolving issues efficiently.
Education
Bachelor of Science - Computer And Information Sciences
University of Cordilleras
Baguio City04.2009
Timeline
Financial Services Support Specialist II
Lightspeed
2024.02 - Current
Quality Analyst
NRMA Insurance
2022.10 - 2024.02
Process Trainer
NRMA Insurance
2020.10 - 2024.02
Digital Customer Service Associate
NRMA Insurance
2017.09 - 2020.09
Customer Service Representative
First Data
2011.06 - 2014.12
Customer Service Representative
Cricket Wireless
2010.08 - 2011.05
Bachelor of Science - Computer And Information Sciences
University of Cordilleras
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