Ava Charisse Serrano Email & Phone Number

Manila, NCR, PH

Manila, National Capital Region, Philippines

• Involved on successful CRM migration and integration of 2000+ users (Siebel toService Cloud and Parature to Service Cloud),
• Handled global business process improvement projects applying Lean SixSigma principles that resulted in reduction of Support effort index and improvedCustomer Satisfaction by 16% with annual FTE cost save of ~1M USD.
• Provide CRM (Salesforce Service Cloud) support to well over 2000 users within theThomson Reuters, ensuring process adherence, consistency and complianceglobally including Service Cloud application.
• Part of the Customer Data team that facilitates the improvement of customer dataacross the organization by providing a data governance framework and mechanismsfor business users and technology team to work together to.
• Provide support and guidance to a team of Process Engineers ensuring that projectsare completed to a high standard, budget and in a timely manner with strongleadership, direction and mentoring.

Manila

- Part of the team responsible to introduce, maintain and improve the query handling processes and tools required to provide a best in class service. - Assist with the implementation of work processes which strive to continually improve best practice and thereby improve levels of Customer satisfaction.- Act as the bridge between Frontline, 2nd and 3rd.

Manila

Projects: CRM migration (Siebel CRM to Salesforce - Service Cloud, Salesforce TRUST to Salesforce Service Cloud, Parature to Salesforce Service Cloud)- Responsible for the Business scenario and test script preparation; eliciting, analyzing and documenting business requirements from stakeholders- Conducts business scoping with the business users and develop.

Manila

- Supports premium product Thomson Reuters Eikon (all its variants) and Reuters 3000Xtra which are desktop applications for financial professionals. It is the go-to-source for fast, intuitive access to critical information and liquidity, with innovative tools that connect people and insights. - Direct client interaction on daily support issues, responding.

Manila

- Process the approval of convenience checks written on customer's credit card accounts.- Review documents & comparing signatures to determine the validity of convenience checks.- Analyze account activity and placing outbound calls to determine check's validity in order to improve fraud detection and customer satisfaction. - Identify potential bust-out and.