Aaron James Francisco Email & Phone Number

Taguig, National Capital Region, Philippines

• Provided service support for Mastercard Cross Border products and services directly to consumers/customers.• Engaged via email or phone to address MasterCard customers inquiry, concern and questions.• Followed established policies and procedures to review consumer issue logs and identify trends of network or product portfolio issues.• Escalated issues and assisted in the development of a resolution.• Collaborated with other team members to support projects/initiatives related to consumer support delivery.• Demonstrated ability to multi-task while meeting deadlines.• Monitor in progress assigned cases via Salesforce Service Cloud to update or resolved cases as necessary.• Shared my best practices to the team to efficiently work while improving performance and quality in resolving cases.• Created internal documentation to support service to customers on how to use Salesforce Service Cloud.• Inspected API logs, payload response from payment transactions.• Assisted customer on their technical inquiries regarding their payments using internal tools and Splunk to check payment logs, time of processing, error logs, error description, API type and others.• Verify payment routes and cross check with internal documents when investigating payment rejection• Raised complex cases to L2 technical teams to assist inquiries, concerns and issues of customer.

Philippines

• Analyzed and Interpreted Credit Agreements of more than 2000 plus loans and deals and extract the necessary information for setting up on LOAN IQ.• Administered multiple loan deals and maintenance of multiple borrowers and facilities.• Communicated via phone, email or chat for inquiries and confirmation.• Managed multiple deals for syndicated and bilateral loans and maintenance of customer, deal, facility and existing/new loan outstanding in LOAN IQ.• Monitored all past due principal, interest and fees are collected and/or reconciled.• Responded to various daily queries from Lenders, Borrowers and their representative.• Processed loan drawdowns, repayments and rollovers for customers.• Investigate and reconciled manager accounts daily for unclear and potential of fraud.• Answered internal and external customer inquiries/escalations.• Processed bank credit risk and exposure management for Institutional customers.• Ensured Service Level Agreement are met while providing quality in processing output.

Philippines

• Processed high volume of data entry of credit card application.• Performed examination of documents (income, id) and applicant profiling to prevent fraud.• Achieved productivity targets by accurate and timely data entry of credit card, moneyline or postline applications from application form and source documents to system, RAPS or CDM.• Verified data in the system perform data and credit checks against ICBS and other systems.• Immediate clarification of unclear information.• Cross Trained to support data and customer credit standing checks of mortgage applications.• Sound credit judgement, in ensuring that applications are approved within the credit / regulatory guidelines.• Focused on turnaround time and processing accuracy.

Sykes Glorietta 1

• Gained quarterly compensation for being a top performer on the account for four times. • Tasked in classifying and routing all types of request/documents such as term deposits, investments, mortgages, insurance etc., to an appropriate team upon agreed cutoffs for action using different workflow tools.• Processed superannuation payments for investment accounts. • Processed client maintenance for clients and financial adviser doing change of address and contact details.• Worked with a 2-month data entry small projects.

• Performed scheduled preventive maintenance tasks, such as checking, cleaning, and repairing to detect and prevent problems of all Automated Fare Collection System equipment’s.• Inspected equipment’s for accurate assembly and installation and for defects such as loose connections and frayed wires. • Reassembled machines after making repairs or replacing parts according to specifications, using hand tools.• Disassembled machine to examine parts such as wires, gears, and bearings for wear and defects.• Operate machines in order to test functioning of parts and mechanisms.• Clean, oil, and adjust mechanical parts to maintain machines operating efficiency and to prevent breakdowns.• Analyzed equipment performance records in order to assess equipment functioning.• Prepared daily accomplishment report and keeps written records of work performed and parts materials used. • Communicated tactfully and effectively with those contacted in the course of the work.Accomplishments:• Learned how to handle daily pressure and different problems during troubleshooting, maintaining and repairing of all equipment on given assigned stations.• Reduced machine downtime thus increased productivity in relation to ticket sales and customer satisfaction.• Learned to converse with customers in order to determine details of equipment problems.

• Perform maintenance of all electronics, electrical, mechanical parts and software programs of Automated Fare Collection Systems and Encoder/Sorter equipment’s. • Repair and troubleshoot other software program and hardware parts of electronic equipment’s from other sections.Achievements: • Granted an opportunity to be an employee of the company.• Acquired skills and work competence in terms of technical proficiency in Automated Fare Collection System.