Noemi Estrella-Warren
Seymour,VIC
Summary
Organized and motivated employee eager to apply time management and organizational skills in various environments. Seeking entry-level opportunities to expand skills while facilitating company growth.
Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience. Results-oriented banking professional experienced in handling customer needs. Skilled at maximizing client satisfaction and bank profits by utilizing persuasive communication skills, in-depth product knowledge and hands-on customer service abilities.
Overview
15
15
years of professional experience
Work History
Multi Skilled Banker
ANZ Global Services and Operations
07.2021 - 11.2023
- Provided customer service to bank clients, answering inquiries and resolving complaints.
- Developed financial plans for customers based on their individual needs.
- Advised customers on various banking products and services such as loans, investments, and credit cards.
- Investigated fraudulent activities by analyzing account transactions and identifying suspicious patterns.
- Coordinated with other departments regarding customer requests or disputes resolution.
- Provided technical support to colleagues who encountered difficulties while using software programs.
- Helped customers open and close accounts, apply for loans and make sound financial decisions.
- Assisted customers by answering banking questions and recommending solutions.
Customer Service Representative
Tonik Digital Bank
01.2020 - 05.2021
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
Escalation Manager
Remitly Incorporated
10.2016 - 09.2019
- Monitored customer service team performance and provided feedback to ensure that established service levels were met.
- Analyzed escalated customer complaints, identified root causes of problems, and developed solutions for resolution.
- Developed training materials for customer service team members on proper handling of escalated calls.
- Conducted regular meetings with customer service team members to discuss call center performance metrics, best practices, and areas of improvement.
- Drafted reports on customer escalations and presented findings to management in order to identify trends and recommend process changes.
- Provided coaching sessions to customer service representatives on how to handle difficult or challenging customers.
- Trained new employees on escalation procedures and protocols.
Team Supervisor- Time Warner Cable
Teleperformance Philippines
01.2013 - 11.2015
- Monitored team members' progress, provided feedback and guidance as needed.
- Organized daily work schedules and delegated tasks to ensure timely completion of projects.
- Conducted weekly meetings to discuss progress on assigned tasks and identify areas for improvement.
- Worked for one of the biggest Cable and Telco Company in USA Time Warner Cable.
- Provided training and support to new employees to ensure they understand their job responsibilities.
Team Supervisor- Virgin Mobile USA
Results Manila Incorporated
11.2010 - 11.2012
- Encouraged collaboration among team members by organizing group activities outside of work hours.
- Ensured compliance with company policies, procedures, and safety regulations.
- Analyzed customer feedback data to determine areas where improvements can be made.
- Trained employees on daily tasks and coached to improve performance.
Technical Support- Charter Communication
Teletech Cainta
09.2008 - 09.2010
- Provided technical assistance to customers through phone, email and chat support.
- Troubleshot customer inquiries related to software and hardware issues.
- Diagnosed system errors and implemented solutions to resolve them.
- Recommended upgrades or additional features that could enhance user experience.
Education
Associate of Science - Practical Nursing
Skill Power Institute
Antipolo City05-2009
Caregiver -
Skill Power Institute
Antipolo City08-2006
Skills
- I am fast learner to a fast facing industry and easily adapt to a new environment
- Great Customer Service Skills since I’ve worked mostly in the Customer Service Industry
- Great when it comes to Computer Skills, Microsoft Word, Excel, Power Point and other software platform
- Have leadership skills, problem solver, active listener and time management
Accomplishments
- Top 2 Agent for Charter Communication From January 2009 till June 2009
- Top 5 Agent for Virgin Mobile USA
- Top Supervisor for Virgin Mobile USA
- 2013 Time Warner Cable Agent of the Year
- 2014 Time Warner Cable Supervisor of the Year
- Received Multiple Commendations from our CEO and Compliance Team with Remitly.
- Received Multiple Commendations and Special Awards with ANZ Global Services and Operations
Timeline
Multi Skilled Banker
ANZ Global Services and Operations
07.2021 - 11.2023
Customer Service Representative
Tonik Digital Bank
01.2020 - 05.2021
Escalation Manager
Remitly Incorporated
10.2016 - 09.2019
Team Supervisor- Time Warner Cable
Teleperformance Philippines
01.2013 - 11.2015
Team Supervisor- Virgin Mobile USA
Results Manila Incorporated
11.2010 - 11.2012
Technical Support- Charter Communication
Teletech Cainta
09.2008 - 09.2010
Associate of Science - Practical Nursing
Skill Power Institute
Caregiver -
Skill Power Institute
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