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Analiza D. — Mid-Level Customer Service Specialist from Philippines

Analiza D.

Mid-Level Customer Service Specialist

Philippines 6+ years
Open to offersNew to Platform
Languages
EnglishTagalog
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About

Analiza V. D. is an accomplished professional known for her expertise in process navigation, data analysis, and system management. Her proficiency in process and system navigation complements her adeptness in handling tasks independently, which she has demonstrated through her various roles. As an Academy Coach/Mentor, she efficiently facilitated new hires' performance evaluations, provided real-time monitoring and coaching, and led both virtual and onsite training sessions. Her responsibilities as an Outbound POC included managing call endorsements, assisting the sales department, and handling diverse maintenance tasks like savings, deposits, and credit card management. Further, in her role as a Relief Team Manager, she ensured quality monitoring and supported team performance. Her dedication to delivering exceptional customer service was also evident as a Process Executive/Senior Phone Banker at HSBC Manila, where she catered to Premier/VIP clients through various channels. Analiza's contributions have been recognized with accolades such as the Extra Mile Award, Guiding Star Award, and Core Coaching Certification.

Experience

  • Outbound POC

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    Executed call outs and endorsements from various departments. Assisted the sales department by forwarding rejected deposits for redeposit requests, managing tasks related to savings, deposits, credit cards, collections, and sales. Additionally, handled sales loading and maintenance activities within a company tool.

  • Academy Coach / Mentor

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    Supervised performance for new hires prior to their transition to operations through side-by-side call listening and review. Provided real-time coaching and training, facilitated meetings and buzz sessions, and offered comprehensive support to new hires both virtually and on-site.

  • Relief Team Manager

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    Managed daily tasks including quality monitoring and coaching in the absence of the Team Leader. Focused on enhancing overall team performance while delivering superior experiences for team members, customers, and the business. Conducted mentoring and assessments, supporting the Team Leader as required.

  • Process Executive / Senior Phone Banker for Voice and Chat

    HSBC Manila
    Provided customer service for credit card and savings clients via voice and chat. Addressed inquiries related to loans and deposits, as well as assisting in the opening of new accounts. Delivered world-class customer service to Premier/VIP account holders.

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