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

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.
• 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