* Responsible for developing and maintaining the quality standards in the entire Product Support LOB thru audits and detection of AFIs; analyzes reports to drive action plans for improvement.* Manages Quality Assurance Analysts and provides regular trainings and calibrations on Product Support processes and procedures.* Leads Product Support agents in evaluating process quality and ensure performance is at par with customer expectation.* Conducts weekly call with… Show more * Responsible for developing and maintaining the quality standards in the entire Product Support LOB thru audits and detection of AFIs; analyzes reports to drive action plans for improvement.* Manages Quality Assurance Analysts and provides regular trainings and calibrations on Product Support processes and procedures.* Leads Product Support agents in evaluating process quality and ensure performance is at par with customer expectation.* Conducts weekly call with team leads and senior managers to calibrate call quality and identify defects and how to correct them.* Show less

*Responsible in the development, implementation, and maintenance of the entire Utilities Management LOB’s Sharepoint site and portal; monitors utilization rate and procures effective means to increase site traffic and usage.*Facilitates automation initiatives on non-value adding tasks through Sharepoint integration and PowerAutomate tool.*Dedicated leader that trains, manages and motivates team members to achieve organizational objectives through providing constructive peer feedback… Show more *Responsible in the development, implementation, and maintenance of the entire Utilities Management LOB’s Sharepoint site and portal; monitors utilization rate and procures effective means to increase site traffic and usage.*Facilitates automation initiatives on non-value adding tasks through Sharepoint integration and PowerAutomate tool.*Dedicated leader that trains, manages and motivates team members to achieve organizational objectives through providing constructive peer feedback and constant training and support.*Receive, document, confirm and resolve resident issues through customer service verification form and tickets.*Take escalations calls as needed and liaises with both external and internal property managers onshore.*Coordinates with internal departments regarding out-of-scope situation ensuring residents and properties expectation were maintained.*Corresponds with property offices’ inquiries about property utility bills.*Support and consult residents concerning utility billing, meters, payments, refunds, and late fees.*Manage situations that require urgent solutions and setting expectations on resolution plans.*Facilitates training and support to new joiners. *Accelerates trainings for new service transitions along with the creation of knowledge articles and files for team perusal. Show less

Receive incoming and make outgoing calls and correspond with customers/ merchants who may have fraudulent activity on their account. Investigates forgery and theft within customer accounts and transactions on behalf of the bank. Track and monitor the bank's transactions and activity that comes through the customers accounts. Researches on accounts with disputes and cover prevention and recovery of losses.

Reports daily to the Team and Team Manager regarding scoresand product related updates. Evaluate and coach agent about performance in an effective andtimely manner. Provides real time assistance and feedback to technical supportrepresentatives to improve daily issue resolution

In charge to provide customer service and technical support over the phone with product/service issues or customer related concerns and provide resolutions or options for customer’ssatisfaction. Tasked to take over mini-team making sure each member diligentlyfollow action plans and work a round to ensure customer satisfaction and expected target goals.