Customer Service Professional
Manulife Business Processing Services
Total years of experience :7 years, 5 Months
Assisted Group Retirement clients in Canada via inbound calls from basic to in-depth account inquiries.
Provided clients’ accurate information and avoided backlogs.
Updated clients’ information to have accurate data files and avoided lost-in-the-mail cheques.
Made sure that the clients’ bank account details are accurate to prevent bank transaction declines.
Explained client’s returns of investments and set proper education for frequent trading fees etc.
Set proper expectations with regards to time frames and documents required to avoid withdrawal declines.
Forwarded emails to the necessary department to follow up with expedited requests, corrections, special requests, and made sure that the clients’ were also updated with the progress of their requests.
Minimized the number of repeat callers through proper education and accurate information of their specific account activity and records.
Took responsibilities of escalated issues requiring follow ups to resolve the clients’ concerns once and for all.
Outbound calls initiated whenever necessary and as requested by clients to give them follow up reports.
Email sent to clients who requested information, forms, request updates and account detail corrections.
Transcribed media (audio and video) contents with different topics to text. I work to create video captions for the deaf, hard of hearing and second language viewers, with precision and accuracy in a fast and efficient manner.
Handled project-based account catering Google Play Gift Cards inquiries and then absorbed for a full-time position handling Google Wallet / Android Pay / Play Apps Support account catering inquiries regarding payments and other Google Play concerns such as gift card activation, code retrieval, balance transfers, account registration and activation, balance inquiries, card status check and account recovery, Play application troubleshooting, etc. Also assisted customers on how to make a purchase, switch accounts, utilize Google Play apps and media. Routed calls to the correct department, when necessary, to provide the best assistance our customers need. Sent follow up emails to customers after providing the appropriate resolution to their concerns
Handled a full-time position assisting US Drivers who has partnership with Uber Technologies via email. Addressed partner inquiries about their application status, documents submission, account activation, account status, driver payments, trip fares adjustments and review, trip feedback, guarantees and promotions. Also provided email assistance about technical issues concerning their Apps and online account.
Handled a full-time position assisting customers calling in about their Dish Network satellite TV subscription. Took in inbound calls regarding customer’s payments, billing inquiries, upgrades, right-sizing subscription packages, account retention, technical issues, repair schedules, equipment replacement, order tracking, movie guides, etc.
Handled a full-time position assisting customers calling in about their U-Verse subscription with CVoip, TV and Internet. Took in inbound calls regarding customer’s payments, billing inquiries, upgrades, right-sizing subscription packages, account retention, technical issues, repair schedules, equipment replacement, order tracking, movie guides, etc. Also handled escalations from level 1 support regarding in-depth account issues such as number porting, email password reset, remote tool assistance, line conversion from IP-DSL to fiber optics etc.
Handled a full-time position assisting customers calling in about their U-Verse subscription with CVoip, TV and Internet. Took in inbound calls regarding customer’s payments, billing inquiries, upgrades, right-sizing subscription packages, account retention, technical issues, repair schedules, equipment replacement, order tracking, movie guides, etc. Also handled escalations from level 1 support regarding in-depth account issues such as number porting, email password reset, remote tool assistance, line conversion from IP-DSL to fiber optics etc.
Handled a full-time position assisting customers calling in about their gym membership with 24HourFitnessR. Took in inbound calls regarding customer’s membership payments, billing inquiries, upgrades, right-sizing membership packages, account retention, contract renewal, complaints filing, sending incident reports to club managers on site, putting membership on vacation hold, cancellations, contract rewrites, gym location inquiries and navigation, etc.
The Bachelor of Business Administration (BBA or B.B.A.) is a bachelor's degree in commerce and business administration. The degree is designed to give a broad knowledge of the functional aspects of a company and their interconnection, while also allowing for specialization in a particular area. The degree also develops the student's practical, managerial and communication skills, and business decision-making capability. Many programs incorporate training and practical experience, in the form of case projects, presentations, internships, industrial visits, and interaction with experts from industry.