Summary
Overview
Work History
Education
Skills
Timeline
Generic

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
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
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
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
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
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
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, Philippines
05-1991

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
HANNAH MALOLOY-ON