Angelo Misa Email & Phone Number

Sydney, Australia

Australian Customers - Outbound • Responsible for minimizing credit losses and maximizing recovery through effective communication with delinquent customers that have consumer and business savings or checking’s account and bringing them up to date by carefully probing to understand their situation and to be able provide options at the same time educating them to avoid their accounts falling back into arrears in the future.• Design a payment scheme that is suitable, manageable and realistic for the customer to be able to sustain and that would accommodate both the customer and the bank and educate them on future payment behavior. • Advising the customer of the next consequence and educating on how to prevent their account from progressing further.• Follow up with customers who previously had an arrangement and had missed making their payments and by urgently escalating high risk accounts if needed.• Deem accounts with high delinquency days to be written off or to be sent to an external debt collecting agency.• Verify all customer information is still up to date.• Performs skip tracing to locate previously known customer phone numbers to contact.• Sends correspondents to the customers. (e.g. reminders, arrangement letters, default letters, demand letters, postponement of enforcement)• Sends emails and collaborates with other areas of the bank to resolve a customer’s concern or request. (e.g. request of account closure, cancelling direct debits, requesting for funds transfers)

• Responsible for minimizing credit losses and maximizing recovery through effective communication with delinquent credit card holders and bringing them up to date by carefully probing to understand their situation and to be able provide options at the same time educating them to avoid their accounts falling back into arrears in the future.• Design a payment scheme that is suitable, manageable and realistic for the customer to be able to sustain and that would accommodate both the customer and the bank and educate them on future payment behavior. • Advising the customer of the next consequence and educating on how to prevent their account from progressing further.• Follow up with customers who previously had an arrangement and had missed making their payments and by urgently escalating high risk accounts if needed.• Verify all customer information is still up to date.• Occasionally providing additional floor support and conduct best practice sessions.

AU Retail - Outbound • Responsible for assisting team managers with their adhoc tasks, managing the team by providing real time floor support, observing and identifying staff/process opportunities and updating the team’s scorecard making sure that the staff are updated with their stats,• Conduct 1 on 1 sessions to provide feedback to operators 0n their opportunities both from their quality assessments but also coming from other staff to improve both their process related opportunities and individual behavior.• Handles the email drop box for accounts that were sent for possible complaint to find a solution to de escalate the situation and to provide follow ups to avoid the customer from actually lodging a formal complaint at the same time find opportunities for staff to better handle the concern.• Conducts refresher trainings, best practice sessions and roll out recent process changes to the staff.• Lead daily buzz sessions to provide month to date stats of the whole shop, top performers and recent updates. Also responsible for sending buzz news and daily news to whole staff via email.

Wns Global Philippines

Suncorp AAMI Motor Insurance• Responding to inbound calls from new and existing customers regarding Motor Claims information, provides options and offers advice about road rules, liability and repairs.• First point of contact for AAMI customers who have experienced an accident or damage to their motor vehicles.• Lodging new claims & reports, complete existing claims, guide customers through the claims process by advising them of their policy entitlements, coverage and benefits.• Making initial liability determinations based on the accident and event details• Explain the repair process and influence the customer through the most appropriate repair channel based on their location and the damage on their car.• Appointment setter for car damage assessment and repairs either through inbound & outbound calls.• Collect payments (excess) or the customer’s contribution towards the claim if at fault.• Document customer complaints about the claim lodgment procedure and repair process to improve quality of service and protocols.• Conducts follow up outbound calls to customers to provide status and updates about their claim or complaint.

Concentrix

DISH NETWORK• Handles up to 3 new hires at a time and takes calls while they listen and afterwards does side by side call listening to new hires to provide them real time assistance with handling calls.• Performs Role Play Evaluations and reports of new hires stats on a daily basis.• Gives examples to new hires on how to assist a customer with a particular issue or concern, provides tips and suggestions based on personal experience with call handling, product knowledge and tool utilization.• Assess new hires for additional skills training (soft skills & refresher trainings)• Preparing the new hires on all the product knowledge they need to before they transfer to their perspective teams in the production floor• Assists management with communication tactics and materials to facilitate changes in business policy, procedures, and system implementations• Evaluates performance against established metrics to determine acceptable levels of quality or efficiency (monitoring random calls to improve quality, minimize errors and track operative performance)• Coordinates preparation of required training to facilitate changes in business policy, procedures, and system implementations to new hires.• Covers for Team Captains in Operations as well as Trainers in handling their Classes when they’re on leave or in their absence.• Batch POC who is in charge of a whole batch of new hires until they graduate from BPT and the mentor team during the buddy up session and acts as their Team Captain. (i.e. taking sup calls, assist the trainer during role play evaluations, generates hourly AHT, provides end of day report to the Training Manager for the new hire’s and mentor team’s stats for the day).

Concentrix

• Handles and assists a team of new hires that consists of 15 agents or less.• Takes escalated calls and complaints.• Managing the daily running stats of the team• Leads and manages a team of trainees in the optimal execution of call center operations activities (i.e. taking calls, addressing customer issues, troubleshooting, handling complaints, and upselling value added services). Ensures that each team member meets / exceed their goals and metrics on a daily & weekly basis.• Provides additional training for issues that the team or an individual new hire is struggling with (i.e. how to manage AHT, being able to get a good CSAT and QA score)

Concentrix

DISH NETWORK• Provides real time assistance to trainees and acts as an Assistant Team Captain.• Takes over calls that new hires cannot handle anymore to avoid customer with having a poor experience on their call.• Manages new hire’s log in status by utilizing available equipment and resources (i.e. CMS, hold time, AHT, Aux’s and after call.• Acting team captain for transition pod team’s if a Team Captain is on leave or absent.• Provides necessary coaching• Facilitates refresher trainings and assists transition pod coaches with team huddles.

Concentrix

• Provided Technical Support and Customer Service to customers who had their Dish TV Service bundled with AT&T Phone and/or Internet Service.• Handles the customer’s Dish side of their bill and transferred calls to AT&T for their Phone and or Internet Concerns.

Concentrix

• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services• Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business• Payments and Billing – accept payment by credit card, offer self-serve payment solutions and explain charges on the customer’s bills• Product Features – assist customers with pay-per-view orders, change programming packages, equipment upgrades and general inquiries.• Technical Support- troubleshoots a variety of technical issues from signal loss to remote control use.• Sales – use a consultative approach to educate and offer existing customers additional programming, products, equipment and value added services.