Aira Zel Fernandez
Calgary,Philippines
Summary
Results-driven customer service professional with over ten years of experience in providing excellent service and support to customers. Demonstrated expertise in utilizing communication and interpersonal skills to build strong relationships with customers and colleagues. Proven ability to multitask, prioritize, adapt to changing demands, coupled with a strong attention to details while maintaining a positive and professional attitude. Committed to delivering exceptional service and contributing to the overall success of the organization.
Overview
17
17
years of professional experience
Work History
WAREHOUSE ASSOCIATE
Bolt Technologies
08.2023 - Current
- Assigned to carefully sort and manage returned items
- Daily submission and completion of all required documentation in an accurate fashion
- Ensure product meets quality requirements.
- Improved warehouse efficiency by streamlining inventory management processeses
- Enhanced customer satisfaction through timely shipment of orders, ensuring proper packaging and labeling.
- Collaborated with team members to achieve daily targets and complete tasks efficiently.
- Displayed adaptability by taking on various roles within the warehouse as needed, including receiving, shipping, or inventory control duties.
- Efficiently handled returned items according to company policies, ensuring proper documentation, inspection, restocking or disposal as needed.
SENIOR ORDER RESOLUTION ADMINISTRATOR
DOXA
08.2021 - 07.2023
- Improved employee productivity with effective time management strategies for daily tasks.
- Assigned to carefully purchased tickets and fill orders via Live Nation, Ticketweb, Ticketmaster and AXS website
- Assigned to train new employees as needed by management
- Ship orders electronically
- Communicate directly to clients to resolve the immediate issue via phone, email and chat
- Monitors incoming orders and processes them in a timely manner
- Promoted to Sr. Order Resolution Administrator in less than two years.
Remote Client Service Representative
Australia And New Zealand Banking Grp Ltd (ANZ)
08.2021 - 08.2021
- Handles customers personal bank accounts, provides helpful information and resolves problems that occur in the account
- Helping customers efficiently and in a friendly manner handles issue to ensure customer satisfaction
- Highly knowledgeable on bank procedures and policies
- Consistent in getting NPS (Net Promoter Score)
- Respectfully provide excellent customer service experience
- Exceeds in attendance and adherence score.
SENIOR PROCESS ASSOCIATE
TATA Consultancy Services
10.2015 - 12.2016
- Place outbound calls to retain customers who organized a request to cancel their electricity/gas service
- Analyze root cause problems and anticipate customer needs
- Update customer information in the database.
- Retain existing AGL customers by providing better plans and current offers.
SENIOR CLIENT SERVICE SPECIALIST ( CORPORATE & INVESTMENT BANK)
JPMorgan Chase Bank N.A.
05.2010 - 10.2015
- Provides technical and transactional support via phone and email
- Actively review open inquiries and ensure proper visibility to expedite resolution
- Assists significant clients such as Metlife and Sony in processing multi-billion wires, balance transfers, GIRO and other money transfers
- Walk through clients how they can log in to JPMorgan Portal Online
- Provide solutions and patiently advise alternatives to reconcile their needs with the company's objective
- Walk through clients in various Treasury Services products.
- Improved client satisfaction by promptly addressing inquiries and resolving issues, ensuring a seamless customer experience.
- Streamlined communication channels for enhanced efficiency in responding to client requests and concerns.
FRAUD VERIFICATION ANALYST
- Authenticate credit card applications for both Consumer/Business to uncover potential fraud
- Makes outbound calls if necessary to evaluate and avoid approving fraud applications and validate applicant's identity
- Review Credit Score for credit approval
- Solid understanding of fraud risks, and risk management processes in order to identify and monitor fraud risks within the organization
- Reviews and checks proper documents to support the credit approval.
SENIOR CUSTOMER SERVICE REPRESENTATIVE (SPRINT)
IBM Daksh
04.2007 - 04.2010
- Answers billing questions, disputes and provides technical support for all Sprint-supported cell phones and wireless devices
- Analyze problems and provides alternative resolutions for consumer needs
- Builds customer loyalty and value through effective account management, identifying and providing offers for appropriate additional products and features
- Solid understanding of fraud risks, and risk management processes in order to identify and monitor fraud risks within the organization
- Provides total sales solution regarding their wireless/mobility needs that includes: selling the value for Sprint's devices, accessories and service plans, maximizing customer connections and personalizing the customer experience.
Education
Junior High School -
ST. JOSEPH'S COLLEGE
Skills
- Identity Verification
- Transaction monitoring
- Document Verification
- Organizational Skills
- Excellent Communication
- High risk account reviews
- Effective Communication
- Proficient in Software
- Attention to Detail
- Decision-Making
- Multitasking Abilities
- Problem-solving aptitude
- Reliability
References
Upon request
Timeline
WAREHOUSE ASSOCIATE
Bolt Technologies
08.2023 - Current
SENIOR ORDER RESOLUTION ADMINISTRATOR
DOXA
08.2021 - 07.2023
Remote Client Service Representative
Australia And New Zealand Banking Grp Ltd (ANZ)
08.2021 - 08.2021
SENIOR PROCESS ASSOCIATE
TATA Consultancy Services
10.2015 - 12.2016
SENIOR CLIENT SERVICE SPECIALIST ( CORPORATE & INVESTMENT BANK)
JPMorgan Chase Bank N.A.
05.2010 - 10.2015
SENIOR CUSTOMER SERVICE REPRESENTATIVE (SPRINT)
IBM Daksh
04.2007 - 04.2010
FRAUD VERIFICATION ANALYST
Junior High School -
ST. JOSEPH'S COLLEGE
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