Charmaine W. is currently available for hire

Charmaine W.

Customer Service Representative
Full-time - 40 hours/week

Balsam International Unlimited Company-Philippines RQHQ Customer Loyalty Associate (Balsam-Philippines) Dates Employed: October 2021 to December 2021 (Upwork, Freelancer) Hired to work closely with the entire Customer Success Team to deliver an excellent customer experience by completing back-end processes. QBE Group Shared Services Limited, PH Branch Credit Controller II (UK Bureau) Dates Employed: October 2016-February 2021 Hired to perform cash applications and customer account maintenance activities, including any required post-processing and follow-up activities. and Insurance Specialist (FI Domestic and Direct) Dates Employed: February 2016-October 2016 Hired to provide service via email and phone calls and answer customers’ questions regarding Home, Property, Motor, and Car products, processes, and policies Intelenet Global Services Private Ltd. Financial Customer Service Executive (Barclays Business Internet Banking, Proactive Care, Cash, and Cheque) Dates Employed: April 2011-February 2016 Hired to assist corporate customers and Relationship Managers in providing information about the products and services. And was cross-trained with other Barclays services to assist with the onboarding of new BIB customers to the platform and perform data entry tasks for investigations. and Data Entry Officer (Hilton MSDE) Dates Employed: September 2010- April 2011 Hired to add, verify and edit electronic data relating to customers’ stay in any Hilton Hotel worldwide. and Market Research Interviewer (Synovate, Rogers and Fido, Blue Cross and Blue Shield) Dates Employed: January 2010-September 2010 Hired to conduct telephone interviews that allow companies to get first-hand looks into how the public views their products, services, and brands.

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Licenses and Certifications

SME Training Enablement Program Suite/STEPS certified (2019), Consistent Top Performer multiple times from my previous companies.



Responsibilities

  1. Creating systems or workflows
  2. Acting as the initial point of contact for customers
  3. Managing incoming calls while providing excellent customer service
  4. Following communication procedures, guidelines, and policies
  5. Escalating queries and concerns, if needed
  6. Answering incoming customer inquiries regarding issues, service questions, and other client concerns with empathy, creativity, and efficiency.
  7. Doing data entry and other administrative tasks
  8. Answering incoming customer concerns via email or chat
  9. Doing customer follow-ups on pending concerns
  10. Providing resolutions to customer issues

Skills And Strengths

I firmly believed that the skills and strengths needed to be successful in this role are : Problem Solving and Resolution skills, Expectation Setting, Listening and Seeking to Understand, Level Headedness, Data Integration , Solution Knowledge and Grit and Tenacity. And I'm strongly believed that I have these qualities which will help be be able to succeed in this role.



Tools And Applications

I have used several tools in my previous working experiences and these are ; MS Teams, Outlook, BIB system, iPortal, Intranet, Cash and Cheque System, Siebel, Webex, ANUBIS, EVOLVE, Guidewire, Cash Database, Ledger Database, IRIS system (Lloyds Iris and Companies IRIS), Intercompany transfer tool, SLIP system, ODM system, PEGA, Intranet, Salesforce, Talla and Zoom.