Julie A.
Senior Banking Operations Customer Service Specialist
Open to offersNew to PlatformAbout
Julie Ann E. G., based in San Jose Del Monte, Bulacan, Philippines, is a seasoned Customer Service and Banking Operations Professional with over a decade of experience in the financial services industry. She has extensive expertise in handling credit/debit card application processing, resolving billing disputes, processing chargebacks, and managing multi-channel customer interactions through phone, email, and chat. Throughout her career at prominent firms such as HSBC, TaskUs, and Convergys/Concentrix, Julie Ann has demonstrated remarkable proficiency in using CRM systems to manage customer relations, support account adjustments, and ensure compliance with financial regulations. She is noted for her exceptional accuracy in refund processing and maintaining the confidentiality of financial data while consistently meeting KPIs and service level agreements. Julie Ann's background in education further supports her strong communication skills, contributing to her effectiveness in delivering superior customer service and achieving high satisfaction rates across her roles.
Why hire me
You should hire me because I bring 11 years of customer service and banking experience, with a strong background in handling complex customer concerns, resolving billing and payment issues, and providing support across phone, email, and chat. I’m comfortable working with tools like Zendesk and CRM systems, and I consistently focus on meeting KPIs, SLAs, and quality standards. What I believe sets me apart is that I don’t just focus on closing a ticket or ending an interaction. I focus on understanding the customer’s concern, finding the right solution, and making sure the issue is properly resolved. I’m also adaptable, dependable, and willing to learn new systems and processes. I believe I can bring both experience and a strong customer-first mindset to the team.
Experience
Customer Service Specialist
HSBC Data Electronic Processing · 2022 — PresentProcessed credit and debit card applications in line with banking regulations. Investigated billing disputes and unauthorized transactions while managing chargeback cases. Handled refunds and account adjustments with over 98% accuracy, supporting high volumes of customer interactions through phone, email, and chat. Coordinated card production and monitored delivery tracking for timely receipt, documenting case details for audit purposes while maintaining customer confidentiality.Customer Service Specialist
TaskUs (Stitch Fix Account) · 2021 — 2022Managed over 60 customer interactions each day via Zen desk. Matched clients with stylists based on their fashion preferences and sizing, while monitoring shipment tracking to promptly address delivery issues. Collaborated with logistics teams to enhance resolution times and reduce repeat contacts, ensuring comprehensive CRM documentation to support service quality and retention.Customer Service Specialist
Convergys / Concentrix · 2015 — 2021Addressed billing inquiries alongside payment processing and account adjustments within a regulated banking environment. Conducted investigations into disputed transactions, executing refunds with over 98% accuracy. Delivered multi-channel customer support through phone, email, and chat, while adhering to data privacy and financial security standards, consistently meeting KPIs for quality assurance and customer satisfaction.
Skills & Expertise
Education
- Bachelor of Secondary Education, Major in EnglishBulacan State University · 2011 — 2015
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