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
02.2024 - 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
10.2022 - 02.2024
- 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
10.2020 - 02.2024
- 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
09.2017 - 09.2020
- 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
06.2011 - 12.2014
- 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
08.2010 - 05.2011
- 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
02.2024 - Current
Quality Analyst
NRMA Insurance
10.2022 - 02.2024
Process Trainer
NRMA Insurance
10.2020 - 02.2024
Digital Customer Service Associate
NRMA Insurance
09.2017 - 09.2020
Customer Service Representative
First Data
06.2011 - 12.2014
Customer Service Representative
Cricket Wireless
08.2010 - 05.2011
Bachelor of Science - Computer And Information Sciences
University of Cordilleras
Similar Profiles
Saurabh GambhirSaurabh Gambhir
Customer Onboarding Specialist at LightspeedCustomer Onboarding Specialist at Lightspeed
RONEL BOUZAGLORONEL BOUZAGLO
Elite Account Manager at LightspeedElite Account Manager at Lightspeed
Nicolas GeorgetNicolas Georget
Team Lead, Field Support & Professional Services EMEA at LightspeedTeam Lead, Field Support & Professional Services EMEA at Lightspeed