Glaiza Alarice Pascual Email & Phone Number

Bacoor, Ph

Philippines

Leaders don't choose their followers. Followers choose their leaders.

Makati, National Capital Region, Philippines

A FINRA-licensed Customer Service Team Lead with13 years experience in a Financial Services Industry.• Series 7 (General Securities Representative Exam)• Series 63 (52 States in the USA (Uniform Securities Agent State Law Examination)•Series 24 (General Securities Principal Exam)• Managed the day-to-day and over-all performance of the team composed of 15-25 members with varying tenures from newbies to veterans. • Ensured that each individuals are equipped with skills and knowledge to meet and exceed established goals which quantify the quality of their performance. • Handled different channels of communication such as inbound / outbound calls, email and live chat services. • Conducted Quality Audits to identify and address opportunities and at the same time identify and reinforce positive engagement practices• Well-versed in handling Corporate Clients and Equity Compensation or Employee Benefit accounts. • Other service specialty includes: Fraud and Risk related concerns, Account Opening Processes and Review (Document Review for KYC), Card Management for VISA and Mastercard• Facilitated numerous training to equip FSRs with new skills and refresher courses to streamline product knowledge and service provided to clients and investors.

Makati, Philppines

Acquired 2 major licenses (Series 7 and 63) which allowed us to provide specialized trading assistance. We aid customer in understanding basic trading concepts, trading platform assistance, Employee Benefit (Stock Plan account) administration, risk monitoring and fraud prevention services. Subject matter expert providing additional assistance to other team members. Mentored newly hired individuals to aid them in transitioning to the team in order to get them up to speed with the day-to-day processes and routines. Handled escalated customer concerns which is a 4 step process: (1) providing resolution to the issue, (2) follow through to ensure all concerns have been addressed (3) reverse engineering the process to identify gaps and identify ways on how to prevent future escalations (4)once identified, address the process gap and/or provide feedback to stakeholders to ensure continues improvent and CSAT/NPS goals are achieved.

Makati, Philippines

Customer service role for account access and maintenance. We handle basic concerns for bank and brokerage accounts.

Sta. Cruz, Manila Philippines

Quiapo, Manila Philippines

Makati, Philippines

Quezon City, Philippines