HANNAH MALOLOY-ON
Summary
Offering solid background in providing excellent customer support and with proven track record of streamlining processes and assisting in closing high-value deals. Seeking to leverage these abilities in new field, aiming to contribute to team success and client satisfaction.
Overview
19
19
years of professional experience
Work History
Sales Support Specialist
Discover the World Marketing
Manila, Philippines (Remote)
10.2022 - Current
- After sales support through calls and emails to travel agents of Expedia TAAP based in USA and Canada.
- Providing exceptional support and promptly addressing concerns related to commission queries, portal technical issues, platform education, registration, booking report, rewards program, portal access and account related questions.
- Maintain detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Customer Service Representative
24-7 Intouch Philippines
Manila, Philippines (Remote)
07.2020 - 11.2022
- Inbound customer support to Netflix subscribers based in USA, Canada and United Kingdom.
- Provided accurate support related to their subscriptions including processing of payments, program queries, platform technical issues, product selection and handling ordering functions.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs leading to higher retention rates and positive feedback from subscribers.
Senior Analyst
ADP Philippines, LLC
Manila, Philippines
08.2018 - 03.2020
- Provided B2B Support to companies based in USA by streamlining workflow processes related to employers payroll and employment taxes.
- Analyzed data to identify root causes of problems and recommend correct actions to make sure that the company is aligned with the state and federal tax guidelines.
- Developed customized reports, summarizing and presenting data in an acceptable government required format.
Billing Specialist
Teleperformance Philippines
Manila, Philippines
09.2014 - 09.2017
- Handled billing inquires of Telstra subscribers, a telecom company based in Australia.
- Researched and resolved billing discrepancies to ensure accurate billing and payments. r
- Maintained detailed records of each account's payment history, providing easy access to information for audit and analysis purposes.
Risk Operations Specialist
JP Morgan Chase Bank NA
Manila, Philippines
10.2012 - 09.2014
- Collected, arranged, and input information into database system to review online transactions such as ACH debit and credit, vendor payments, quick pay, wire transfer both international and domestic wires.
- Review senders and receivers' profiles, log ins, interactions and finances to make sure that the account holder is not compromised and no fraudulent activities.
- Decides whether we approve or decline a transactions to prevent loss.
Customer Service Representative
JP Morgan Chase Bank NA
Manila, Philippines
11.2005 - 10.2012
- Helped large volume of calls to assist existing clients of Chase Home Finance based in USA and responds to their home mortgage account queries such as mortgage payment, loan amortization, escrow account, documentation, payoff, delinquent accounts, among others.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Enhanced customer satisfaction by resolving complex issues promptly and professionally.
Education
Bachelor of Science - Business Administration
Philippine School of Business Administration
Manila, Philippines05-1991
Skills
- Customer Service
- Compliance Review
- Solution selling
- Complaint resolution
- Processing payments
- Teamwork and Collaboration
- Multitasking
- Good Telephone Etiquette
- Credit Analysis
- Active listening
Timeline
Sales Support Specialist
Discover the World Marketing
10.2022 - Current
Customer Service Representative
24-7 Intouch Philippines
07.2020 - 11.2022
Senior Analyst
ADP Philippines, LLC
08.2018 - 03.2020
Billing Specialist
Teleperformance Philippines
09.2014 - 09.2017
Risk Operations Specialist
JP Morgan Chase Bank NA
10.2012 - 09.2014
Customer Service Representative
JP Morgan Chase Bank NA
11.2005 - 10.2012
Bachelor of Science - Business Administration
Philippine School of Business Administration