Vanessa Latonio
Hamlyn Terrace,NSW
Summary
Have solid customer service experience for 18 years in BPO industries in the Philippines expounding in sales, inbound calls, outbound calls, chat support, social media managing and monitoring constant improvement within the industry.
Knowledgeable and dedicated customer service professional with extensive experience BPO industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
20
20
years of professional experience
Work History
Customer Service Representative
Northern Lights Technology Development
09.2017 - 07.2023
- Taking orders thru email about 30-50 per day, respond to customers pricing inquiries, reset email and password, add products, reporting on inventories, checking information before approving orders for critical information
- Currently assigned on small to large business orders about 10 per day.
- Implemented feedback loops that encouraged continuous improvement among team members by sharing insights about exceptional service delivery techniques.
- Handled customer inquiries and suggestions courteously and professionally of about 70-100 customer daily.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business of about 5 difficult customers.
- Responded proactively and positively to rapid change happens fast in every 3 months period, change of tools, techniques, materials and way of handling different type of situations.
FRAUD HOTLINE for CHECKS, DEBIT CARD FRAUD ANALYST
JP Morgan Chase and Co.
04.2014 - 05.2017
- Attention to detail, investigate potential forgeries, thefts, or crimes related to customer accounts, Maintaining confidentiality, intelligence gathering, fraud measurement, data analytics, and risk assessment of every customer of about 20 a day.
- Implemented robust authentication processes that significantly reduced instances of identity theft within the organization's client base.
- Conducted forensic analyses of financial records to identify fraudulent activity and accurately report findings of about 30-40 calls per day.
- Conducted thorough investigations on suspicious cases, ensuring timely resolution and minimizing financial impact.
- Evaluated customer data to identify and prevent fraudulent activities.
- Enhanced detection capabilities for potential fraudulent activities through regular review of account transactions and patterns.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Tracked fraud cases and monitored trends to develop strategies for prevention.
Financial Advisor - Licensed for OL and VUL
AIA Life Insurance
05.2015 - 01.2017
- Cold calling, warm calling, meeting prospects and clients, presenting to companies insurance proposals
- Insurance education to companies.
- Developed comprehensive financial plans for clients to achieve short-term and long-term goals.
- Ensured compliance with industry regulations and company policies while serving clients'' best interests.
- Met with clients to discuss assets, expenses, and long-term and short-term investment goals to devise personalized financial plans.
- Collaborated with team members to streamline processes and improve overall client experience.
- Devised comprehensive financial plans for clients to achieve short and long-term financial goals.
- Monitored and updated financial plans to comply with client goals.
- Built strong relationships with clients, fostering trust and loyalty in managing their financial portfolios.
- Helped clients make informed decisions about financial future.
- Delivered strategic investment advice for individual and corporate clients.
- Monitored economic conditions regularly, adjusting financial plans as necessary for optimal results in various market environments.
Customer Service Phone and Email Support
Nomorerack.com Inc.
05.2013 - 04.2014
- Taking orders over the phone, refunds, customer service, correcting orders, walking thru customer in the website, creating tickets for complaints, handling complaints
- Met customer call guidelines for service levels, handle time and productivity.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Managed timely and effective replacement of damaged or missing products.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Enhanced customer satisfaction by efficiently addressing and resolving queries in a timely manner.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Handled difficult customers with professionalism and empathy, leading to increased customer loyalty.
Business Billing for Small to Medium Business, Consumer Account Collections for BRITISH TELECOM
Wipro BPO Inc.
04.2011 - 05.2013
- Billing issues and disputes, reconnecting internet service, creating a ticket for technical issue, Consumer collections, hitting target collections per week.
Quality Analyst, eRep – Blue Shield of California for Benefits and Quotation
AEGIS PEOPLESUPPORT
08.2010 - 03.2011
- Quality Analyst for agents on benefits and quotation for HMO insurance.
North America Customer Service for Microsoft Windows, Office, GPS and Games, Technical Router for Consumers, Small Business and Top 500 Companies
CONVERGYS PHILIPPINES
06.2008 - 07.2010
- Creating tickets for technician for consumer, small business, medium to top 500 companies for Their SQL server, JAVA, .NET etc, to route them to the appropriate technician
Sales Specialist - American Diabetes Association
CEBUGLOBAL TELESERVICES INC.
02.2007 - 05.2008
- Cold calling to fund raise for American Diabetes association in their neighborhood and ask for a monthly donation or one time donation other than volunteering to mail out letters to their friends and family.
Call Center Associate –American Diabetes Association
TOUCH ASIA CONTACT SOLUTIONS
12.2005 - 02.2007
- Cold calling to fund raise for American Diabetes association in their neighbourhoods and ask for a monthly donation or one time donation other than volunteering to mail out letters to their friends and family.
- Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
- Built relationships with customers to encourage repeat business.
- Maximized profitability with strategic upselling techniques during one-on-one interactions with clients at the point of purchase.
Working Scholar - Administrator’s Office
UNIVERSITY OF SAN CARLOS
06.2003 - 03.2005
- Assistant or secretarial work for the office of the administrator for school.
- Created positive and safe learning environment for students by setting and enforcing classroom code of conduct.
- Followed school and classroom policies, regulations, dress codes, and schedules.
Education
Certificate in Baking And Pastry - Baking And Pastry Arts
TESDA
Mandaue City12.2013
Certificate for Professional Education - Teacher Education
Cebu Technological University
Cebu City04.2012
Bachelor of Science - Business Administration
University of San Carlos
Cebu City10.2005
Skills
- Product Promotion
- Sales and Upselling
- Coordination
- Assertiveness
- Problem-solving abilities
- Following scripts
- Call Documentation
- Critical Thinking
- Payment Processing
- Product Sales
- Report Generation
- Call center experience
- Salesforce CRM
- Data Entry
Personal Business Experience
- GRAB/UBER Operator
- Buy and Sell second hand cars
- Licensed financial advisor
- Selling pre-need memorial plan
- Selling Bai Hotel Vouchers
- Currently Selling plants, pots and plant care needs
Timeline
Customer Service Representative
Northern Lights Technology Development
09.2017 - 07.2023
Financial Advisor - Licensed for OL and VUL
AIA Life Insurance
05.2015 - 01.2017
FRAUD HOTLINE for CHECKS, DEBIT CARD FRAUD ANALYST
JP Morgan Chase and Co.
04.2014 - 05.2017
Customer Service Phone and Email Support
Nomorerack.com Inc.
05.2013 - 04.2014
Business Billing for Small to Medium Business, Consumer Account Collections for BRITISH TELECOM
Wipro BPO Inc.
04.2011 - 05.2013
Quality Analyst, eRep – Blue Shield of California for Benefits and Quotation
AEGIS PEOPLESUPPORT
08.2010 - 03.2011
North America Customer Service for Microsoft Windows, Office, GPS and Games, Technical Router for Consumers, Small Business and Top 500 Companies
CONVERGYS PHILIPPINES
06.2008 - 07.2010
Sales Specialist - American Diabetes Association
CEBUGLOBAL TELESERVICES INC.
02.2007 - 05.2008
Call Center Associate –American Diabetes Association
TOUCH ASIA CONTACT SOLUTIONS
12.2005 - 02.2007
Working Scholar - Administrator’s Office
UNIVERSITY OF SAN CARLOS
06.2003 - 03.2005
Certificate in Baking And Pastry - Baking And Pastry Arts
TESDA
Certificate for Professional Education - Teacher Education
Cebu Technological University
Bachelor of Science - Business Administration
University of San Carlos
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