Kier A.

As a Premier Agent for HSBC Australia, addressed diverse, high-priority inquiries in Card Services, General Banking, and Personal/Home Loans while adhering to stringent international compliance and security protocols. Served as a Floor Walker and Mentor, providing real-time support to new hires and cross-training agents. Led as the Digi-Champs Representative, participating in initiatives to improve processes and enhance both agent and customer digital experiences. Contributed to the knowledge base system, gathering insights for continuous process enhancement. Coordinated team meetings, documented discussions, and disseminated crucial updates to ensure alignment on new policies. Oversaw compliance training completion for team members and managed escalated inquiries through outbound calls to resolve complex issues.

Handled end-to-end travel bookings and reservations for a global clientele, focusing on customer satisfaction. Assisted clients in locating preferred hotels and highlighted attractive offers, addressing their specific needs.

Functioned as a Subject Matter Expert for Housing, providing expert technical advice to team members on the Pag-IBIG account. Managed multi-channel communications, which included email correspondence and inbound calls related to government housing benefits.