Cerina S.
Mid-Level Banking Complaints Officer
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Cerina S. is an experienced professional in the banking sector, currently serving as a Complaints Officer at Security Bank Corporation since September 2024. She expertly resolves complaints and coordinates calibration activities with both in-house and outsourced teams. Previously, she held the role of Quality Assurance Officer from September 2023 to August 2024, where she audited agent call recordings and facilitated team huddles, ensuring high service quality. As a Senior Better Banking Team Leader from April 2022 to August 2023, Cerina successfully monitored agent productivity and provided coaching in complaint resolution. Her tenure at Robinsons Bank Corporation as a Customer Care Supervisor from March 2021 to March 2022 further honed her skills in handling customer inquiries regarding deposits and credit cards. She began her career at Eastwest Bank Corporation, solidifying her expertise in customer service and priority banking client management. Cerina holds a Bachelor of Science in Business Administration, majoring in Marketing Management, from Pamantasan ng Lungsod ng Muntinlupa.
Experience
Complaints Officer
Security Bank Corporation · 2024 — PresentAddresses BSP and Regular complaints, conducts calibration sessions with both in-house and outsourced teams, and determines the validity of complaints.Quality Assurance Officer
Security Bank Corporation · 2023 — 2024Audits call recordings of agents to ensure quality service, resolves BSP complaints, engages in calibration with in-house and outsourced teams, and facilitates team huddles and coaching.Senior Better Banking Team Leader
Security Bank Corporation · 2022 — 2023Participates in manager calls, monitors agent productivity, conducts coaching sessions and provides feedback to Better Banking Specialists, and resolves BSP complaints along with Agent's CRM cases.Customer Care Supervisor
Robinsons Bank Corporation · 2021 — 2022Participates in supervisor calls and addresses customer inquiries, requests, and complaints related to deposits and credit cards via phone, ensuring accuracy and timeliness in handling these matters.Customer Service Representative
Eastwest Bank Corporation · 2013 — 2021Handles inquiries, requests, and complaints from Relationship Managers and clients, addresses concerns of Priority Banking clients, undertakes special projects occasionally, and resolves endorsements from Customer Service Representatives.Purchasing Assistant
Semitronics, Inc. · 2012 — 2013Receives calls and emails from existing and prospective clients, sources potential suppliers, and prepares quotations.
Skills & Expertise
Education
- Bachelor of Science in Business Administration Major in Marketing ManagementPamantasan ng Lungsod ng Muntinlupa · — — 2012
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