Anvil A.
Mid-Level Customer Service Subject Matter Expert
Open to offersNew to PlatformAbout
Anvil I. is a seasoned Customer Service Professional with extensive experience in financial services, telecommunications, and hospitality. His expertise encompasses handling complex customer concerns, supporting cross-functional teams, and providing subject matter expertise to enhance service quality and efficiency. In his role as Intake Specialist at Salesorca Inc., Anvil set the standard for efficient intake procedures and maintained organized records using Salesforce. At EXL Service, he excelled as a Customer Service Representative and Subject Matter Expert, leading his team by providing guidance and training, while leveraging systems like Dynamics, Nexen, and Voice ID technology to ensure seamless shareholder account processing. Anvil's commitment to customer satisfaction was evident during his tenure at Qualfon Manila, where he delivered strong sales results and supported team growth using platforms such as Salesforce and Medallia. His proactive role in mentoring peers and identifying process improvements demonstrates his unwavering dedication to both team and customer success.
Experience
Intake Specialist / Virtual Assistant
Salesorca Inc. / Legal Corner Law Office · 2024 — 2026Provided empathetic support to clients addressing workplace issues, while collecting and documenting critical information for attorneys to ensure detailed case preparation. Streamlined workflows during the pre-litigation stage and maintained organized records using Salesforce. Enhanced communication through RingCentral and upheld confidentiality standards.Customer Service Representative / Subject Matter Expert
EXL Service / BNY Mellon Financial Account · 2023 — 2024Resolved shareholder inquiries with a focus on accuracy and compliance, while serving as a Subject Matter Expert to guide and mentor agents. Processed requests utilizing Dynamics and Nexen, and communicated effectively through Microsoft Teams and Outlook. Prevented fraudulent activity by authenticating accounts using Voice ID biometrics and collaborated with management to enhance processes.Customer Service Representative – Subject Matter Expert
Qualfon Manila · 2022 — 2023Managed customer interactions employing Salesforce, Medallia, Teams, and Outlook to ensure comprehensive support. Contributed to the team’s success by assisting in training initiatives and documenting escalated case details accurately. Engaged with cross-functional teams to enhance customer satisfaction and maintain performance across KPIs.Customer Service Representative – Subject Matter Expert
Alorica MOA · 2021 — 2022Handled customer accounts and service requests efficiently in a fast-paced setting, utilizing Microsoft Teams for collaboration. Operated Citrix Workspace for secure access to applications and provided expertise by assisting peers with escalated issues. Recorded customer interactions for tracking and contributed to quality assurance by identifying process improvements.Aviation Security
Philippine Airline Express · 2020 — 2021Ensured passenger safety by preventing unlawful interference and restricting prohibited items from being brought onto aircraft.House Officer
Century Park Hotel Manila · 2018 — 2020Patrolled hotel premises to maintain order, enforce regulations, and ensure compliance with applicable laws.Production
San Miguel Glass Plant · 2014 — 2015Set up and maintained machines along production lines, fed raw materials into machines, performed minor repairs, and conducted quality testing to verify compliance with production standards.
Skills & Expertise
Education
- Secondary EducationPRES. SERGIO OSMEÑA HIGH SCHOOL · 2010 — 2012
- Grade SchoolFVR ELEMENTARY SCHOOL PHASE 2 · 2006 — 2010
- Grade SchoolMELCHORA AQUINO ELEMENTARY SCHOOL · 2001 — 2004
- Bachelor of Science in Hospitality ManagementUNIBERSIDAD DE MANILA