Lenilyn Pecquing Email & Phone Number

• Review a selection of support agents' interactions across various channels (emails, chats). • Evaluate support engagements against predetermined quality benchmarks.• Provide feedback or coaching sessions to support agents.Bug Triage Officer• Investigate and reproduce potential bugs reported by support agents before escalating them to engineers.• Identify invalid bug reports and provide timely feedback to support agents.Customer Support:• Handle customer queries through support tickets• Work on internal process improvement• Share and collaborate customer feedback with other departments to improve overall user experience.

Muntinlupa City, National Capital Region, Philippines

• Perform quality audits and data analysis across multiple channels as a domain expert.• Understanding product lines and deep dive into operational processes to identify improvements and knowledge gaps.• Provide high-level insight to management by monitoring and reporting performance issues and trends on order to help build a strong, performance-driven team by setting high standards and providing constructive feedback.• Audits in the Frontlines department include the following:> KYC agents that verify the identity of new customersthrough documentation and other verification processes, ensuring all necessary documentation iscollected, verified, and stored in compliance with regulatory and company requirements.> Chargeback analysts that investigates chargeback claims and possible fraudulent activities.• Audits in the Disputes department include trades, user accounts and fraud investigations.

• Review trades and user activities that appear suspicious to uncover potential fraudulent activity.• Conduct extensive reviews of evidence to resolve disputes.• Provide timely feedback on unusual behaviors in accounts and take necessary action when fraud is confirmed.• Identify new scam patterns and develop urgent resolutions, action plans, and new process flows.• Process credits and reversals based on the outcomes of dispute claims.• Investigate connections through Securebank and review crypto transfers between wallet addresses.

Madrigal Business Park, Ayala Alabang Muntinlupa City

Bcg Taguig City

• Assisting customer’s query about their online courses• Ensuring e-mails and chats are being catered real-time

Madrigal Business Park, Alabang Muntinlupa City

• Ensuring all cases are logged accordingly in the team’s tracker.• Ensuring costs entered in the system are accurate.• Ensuring cases are tagged accordingly.

Magallanes, Makati City

• Assisted customers in troubleshooting cable internet connection issues• Handled configuration of customers’ email accounts through a mail client or webmail site

Magallanes, Makati City

Assisted customers with their health insurance queries

Bagumbayan, Taguig City

• File company's receivables accordingly.

Makati City

• Collection of parking fee and parking tickets

Technopark, Biñan Laguna

• Handled a certain process of overcoating a slider using a computer

Bachelor Of Science In Accountancy

Education record

Education record