HAROLD A.
Mid-Level Customer Service Specialist
Open to offersNew to PlatformAbout
Harold A. is a seasoned Customer Service Representative with extensive experience in high-pressure, fast-paced service environments in the UAE. At Al Ansari Exchange LLC, he managed high-volume remittances, foreign currency exchanges, and financial transactions while ensuring compliance with UAE regulations and company policies. His role also included performing KYC verification, transaction validation, and maintaining compliance standards. Previously, at Baden BPO, Harold excelled as a Sales Development Representative, where he conducted outbound calls to introduce and qualify prospects for digital visibility solutions. He effectively employed CRM systems for recording customer details and follow-up actions. Harold's expertise extends to processing cash transactions and customer inquiries at UAE Exchange with a focus on AML and KYC requirements. With a Bachelor’s in Hotel and Restaurant Management from Bulacan State University, Harold brings an exceptional command of CRM software and Microsoft Office tools, facilitating his ability to deliver quality service and meet operational goals.
Experience
Customer Service Representative / Unit Compliance Officer
Al Ansari Exchange LLC · 2021 — 2026Provides front-line support for remittances, foreign currency exchange, and financial transactions, ensuring adherence to company policies and UAE regulations. Manages a high volume of customer requests, maintains service quality, and addresses issues to enhance client satisfaction. Conducts KYC verification, processes document checks, and validates transactions in accordance with AML standards. Ensures compliance with internal policies and regulatory guidelines at the branch level. Offers clear information on fees and services to facilitate a smooth customer experience. Keeps accurate system entries, daily records, and reports to support operational efficiency.Sales Development Representative – Call Center Agent
Baden BPO · 2019 — 2020Initiates high-volume outbound calls to business owners to present digital visibility solutions aimed at enhancing their Google Search presence. Assesses business needs to qualify prospects, explains the benefits of services, and verifies readiness for onboarding. Guides clients through the necessary steps to improve the accuracy and visibility of their online listings. Effectively addresses objections, ensuring persuasive communication to aid in conversion. Accurately logs call details, lead qualification notes, and follow-up actions within the CRM system. Routinely meets and surpasses daily call and lead qualification targets.Teller / Customer Service Representative
UAE Exchange · 2018 — 2019Handles cash transactions, remittances, and customer requests with precision while complying with AML and KYC regulations. Performs customer identification, verifies documents, and conducts due diligence checks in line with regulatory requirements. Monitors transaction patterns for any anomalies, escalating suspicious activity to the Compliance Officer as needed. Maintains accurate cash balances and transaction records for audit compliance. Delivers a professional, customer-centric service in a compliance-focused environment.Client Services Specialists / Call Center Agent
Convergys · 2014 — 2018Acts as a specialist support resource for front-line agents, addressing escalations and complex cases to uphold service quality. Assists in onboarding new agents by sharing best practices and guidance during high call volume periods. Responds to inbound inquiries from U.S. clients, managing account concerns and service-related issues with accuracy. Ensures prompt follow-ups and resolutions according to established SLAs. Diligently documents customer interactions in CRM systems to maintain accurate and compliant records.
Skills & Expertise
Education
- Bachelor’s Degree in Hotel and Restaurant ManagementBulacan State University
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