Sarah J.
Senior Customer Service Manager
Open to offersNew to PlatformAbout
Sarah J. is a dedicated and highly disciplined Customer Service Professional with over 18 years of extensive experience across various sectors, including financial services, telecommunications, and e-commerce. At Citigroup Business Process Solutions, she excelled as a Case Manager, managing complex credit card queries and coordinating with multi-departmental teams to uphold service level agreements (SLAs). Her role involved resolving disputes and fraudulent activities and honing back-office management expertise. Previously, as a Customer Service Representative at 24/7 Philippines Inc., she efficiently processed mobile service orders and billing adjustments for Optus Postpaid Mobile, and facilitated e-commerce operations for Kohls, focusing on high-volume digital consumer interactions. Across various roles, including at Sutherland Global Services and Teletech Philippines Inc., Sarah demonstrated her proficiency in technical support for hardware and software issues, contributing to customer loyalty and brand reputation. Fluent in English, she effectively utilized tools such as QuickBooks, Xero, and property management software like PropertyMe and Ailo, showcasing her comprehensive administrative and financial capabilities.
Experience
Case Manager
Citigroup Business Process Solutions · 2017 — 2025Efficiently manage and resolve complex credit card issues and client inquiries. Conduct targeted outbound calls to address client issues from inbound support units. Work collaboratively with multi-departmental teams to uphold service level agreements (SLAs). Oversee management of disputes and investigations into fraudulent activity, including AML and KYC practices. Administer end-to-end administrative functions and excel in back-office management.Customer Service Representative
24/7 Philippines Inc. · 2010 — 2017Manage the Optus Postpaid Mobile account by processing complex service orders, calculating charges, and supervising billing adjustments. Resolve sensitive service returns, client complaints, and contract adjustments, while logging detailed customer interactions in the company database. For the Kohls E-Commerce account, assist high volumes of digital customers with product orders, refunds, exchanges, and cancellations.Customer Service Representative
Sutherland Global Services · 2010 — 2010Provide quality assistance via Voice, Written, and Real-Time platforms for eBay customers. Verify order statuses, process secure payments, and authorize returns and exchanges through the CRM. Resolve technical login issues, payment gateway problems, and email confirmation delays across different devices.Customer Service Representative
Sitel Philippines · 2009 — 2010Manage direct communications with consumers regarding account inquiries and updates for Telecom New Zealand. Uphold exceptional quality assurance standards during fast-paced customer service interactions.Customer Service Representative
Teletech Philippines Inc. · 2007 — 2009Handle incoming queries for United Healthcare, providing detailed resolutions and documenting interactions for accurate records. Deliver professional assistance aimed at fostering long-term customer retention and enhancing brand loyalty.Technical Support Representative
nullDiagnose and resolve high-level technical hardware and software issues while supporting Time Warner Cable customers. Troubleshoot critical connectivity problems across customer networks, addressing corporate email clients, IPTV, and VOIP services.
Skills & Expertise
Education
- Bachelor of Science in TourismCentro Escolar University · 2004 — 2007
- High School DiplomaLa Immaculada Concepcion School · 2000 — 2004
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