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Froilan V. — Mid-Level Specialty Services Account Manager from Philippines

Froilan V.

Mid-Level Specialty Services Account Manager

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

Froilan I. is a dedicated Specialty Services Account Manager at Synchrony Global Services Philippines Inc., demonstrating a strong background in the retail and financial services industry. Since joining the company in March 2016, Froilan has excelled in various roles, evolving from a Customer Service Representative to his current position. His expertise spans across Account Management, Customer Service, and Payment Handling. In Froilan's current role, he supports Specialty Services Specialists by resolving issues and fostering relationships with front line associates and merchants. He plays a pivotal role in training and coaching initiatives, managing complex service calls, and driving quality and productivity within his team. Froilan's past experience includes roles that require sophisticated data analysis, identity theft prevention, and information security. His professional journey is supported by a Bachelor's degree in Information Technology from AMA Computer University.

Experience

  • Specialist, SSG Account Manager

    Synchrony Global Services Philippines Inc · 2025 — Present
    Provided support to Specialty Services Specialists by building and maintaining relationships with front line associates and merchants. Answered questions regarding Sydney/Genius navigation and assisted in understanding policies to effectively handle complex calls. Maintained customer relations within a retail-oriented environment and backed up inbound customer service calls when necessary. Encouraged high productivity and quality standards in customer service and communicated training needs to relevant parties.

  • Specialist, Specialty Services Group

    Synchrony Global Services Philippines Inc · 2023 — 2025
    Collaborated directly with Consumer Solutions to clarify the status of disputes and clearly explained next steps and expectations to customers and merchants. Delivered exceptional service to address complex inquiries and maintained effective communication with peers and leaders across various functions. Adapted to changes in call types, including remediation and customer service inquiries.

  • Specialist, Merchant Services

    Synchrony Global Services Philippines Inc · 2020 — 2023
    Delivered quality service and nurtured relationships with Retail Sales Finance Clients while effectively handling their telephone inquiries. Reviewed and analyzed credit applications in alignment with credit policy guidelines, and communicated processing decisions to clients and providers. Addressed program and terminal issues, providing technical support for various terminal types, and managed merchant issues utilizing systems such as FDR, FDMS/CMS, Verid, PTC database, and Wallace & Verifone’s online ordering system.

  • Customer Service Representative

    Synchrony Global Services Philippines, Inc. · 2016 — 2019
    Served multiple Retail clients, displaying flexibility to adapt to different client needs as they grew. Maintained a positive relationship with customers through effective service skills and employed problem-solving techniques to maximize customer satisfaction. Ensured compliance with call quality standards, adhered to schedules, and handled confidential information responsibly.

  • Title Examiner

    Amdatex Services Corp · 2011 — 2016
    Conducted examinations of searched files for title insurance and assessed the accuracy of documents. Verified the completeness and correctness of outputs generated by Searching Specialists and ensured error-free final products. Engaged in discussions with Searching Specialists regarding any issues identified in their searched files.

  • Examining Specialist/Junior Examiner

    Amdatex Services Corp · 2008 — 2011
    Performed examinations of searched files for title insurance and evaluated the accuracy of relevant documents. Confirmed the completeness of outputs from Searching Specialists and ensured that the team's products were without errors, addressing any issues that arose during the examination process.

  • Business Process Associate (BPA)

    Amdatex Services Corp · 2007 — 2008
    Conducted screening, searching, examination, data entry, and proofing of documents based on project specifications. Analyzed and verified data within the system to align with project guidelines and utilized authorized websites and tools for Internet searching. Requested additional client information for files requiring clarification through mail.

Skills & Expertise

Digital MarketingCustomer ServiceAccount ManagementCustomer Service RepresentativeVirtual Conference CoordinatorNo-Code and Operations

Education

  • Bachelors in Information Technology
    AMA Computer University · 2003 — 2006