May Grace Calumba
Seven Hills,NSW
Summary
Extensive knowledge of principles and processes for providing customer and personal services, including needs assessment, meeting quality standards for services, and evaluation of customer satisfaction. Very attentive, giving full attention to customers, taking time to understand the points being made, asking questions as appropriate, and conveying empathy. Outstanding communication and interpersonal skills. Eager to learn, positive attitude towards various job assignments and ability to perform well under pressure. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
16
16
years of professional experience
1
1
Certificate
Work History
Telesales Officer
Citibank Business Process Solutions, CBPS
05.2017 - 05.2023
- Generated leads and established relationships with potential customers through outbound telephone calls.
- Developed extensive knowledge of products and services to better assist customers.
- Opened new accounts and documented personal, demographic, and payment information in system.
- Educated customers on product and service benefits, explaining features and answering questions.
- Observed and learned changing customer requirements and adapted sales strategies as needed.
- Set up appointments with interested customers according to schedule availability.
Dispute & Fraud Analyst
Capital One Philippines Support Services Corporation, North Bridgeway Filinvest Corporate City
10.2013 - 01.2017
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Tracked fraud cases and monitored trends to develop strategies for prevention.
- Evaluated customer data to identify and prevent fraudulent activities.
- Performed risk assessments to determine level of fraud risk and prioritize investigations.
- Drove dispute resolutions using effective problem-solving and by guiding mutual understanding of opposing viewpoints.
- Advised parties on dispute resolution processes, policies and procedures, helping disputants make informed choices.
- Used mediation techniques to facilitate communication between disputants, to further parties' understanding of different perspectives and to guide parties toward mutual agreement.
Processing Executive
HSBC Electronic Data Processing (Philippines) Inc, North Bridgeway Filinvest Corporate City
10.2009 - 09.2013
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanour.
- Processed debtor payments and updated accounts to reflect new balance.
- Used probing techniques to determine debtors' reasons for delinquency.
- Achieved performance goals on consistent basis.
- Processed payments and applied to customer balances.
- Worked with customer to create debt repayment plan based on current financial condition.
Customer Service Representative
KGB Philippines
10.2007 - 10.2009
- Handled customer inquiries and suggestions courteously and professionally.
- Helped callers locate specific businesses, residences or public buildings with mapping assistance.
- Managed high volume of incoming calls from customers, providing outstanding customer service to callers.
- Connected callers with appropriate professional, department, or business.
Education
Bachelor of Science - Nursing
Adventist University of the Philippines
2006
Skills
- Enhancement Support
- Selling Skills
- Data Operations
- Administrative Duties
- Customer Relations
- Data Evaluation
- Good Communication Skills
Certification
- Flight Attendant Training - , International Cabin Attendant Training School (ICATS)- [1month]
Timeline
Telesales Officer
Citibank Business Process Solutions, CBPS
05.2017 - 05.2023
Dispute & Fraud Analyst
Capital One Philippines Support Services Corporation, North Bridgeway Filinvest Corporate City
10.2013 - 01.2017
Processing Executive
HSBC Electronic Data Processing (Philippines) Inc, North Bridgeway Filinvest Corporate City
10.2009 - 09.2013
Customer Service Representative
KGB Philippines
10.2007 - 10.2009
Bachelor of Science - Nursing
Adventist University of the Philippines
- Flight Attendant Training - , International Cabin Attendant Training School (ICATS)- [1month]
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