Kenneth Bas

• Coordinate and complete the daily operations of Membership Services that supports the organization’s core business, while maintaining the ability to support the organization in the achievement of goals and objectives.
• Completes the daily entry of new and/or existing members into membership accurately to assure appropriate coding is in place to capture essential information.
• Interprets department guidelines to ensure understanding of processes that are essential to business, including maps, online agreements, facility setup forms, entry timeframes.
• Completes the review of new submitted paperwork to process in a timely manner and provides updates to related systems both internally and externally.
• Supports membership documentation by ensuring that all scanned images are available as needed to include member inquiry, Supplier Resources, and internal employees as determined.
• Produces and interprets business requirements for customized reports to ensure data integrity and confidential information are disclosed appropriately.
• Completes monthly reports of membership statistics to support monthly closing and organizational business needs.
• Generates Member Resources accounts for new and existing members to ensure accessibility to eligible contracts.
• Provides feedback and suggestions on system enhancement needs and manual processes to reduce and eliminate manual intervention and duplicate entry into multiple databases.
• Manages, supports, or completes other duties and initiatives as assigned in support of the KAUST Recreation Business plan and business objectives.

Bank of America, Deposit Customer Care Representative (Assistant Supervisor/Admin Secretary)
February 2011 - September 2013
KEY RESPONSIBILITIES: • Involved with the coordination and implementation of office procedures and frequently have responsibility for specific projects and tasks and, in some cases, oversee and supervise the work of junior staff.
• Using a variety of software packages, such as Microsoft Word, Outlook, PowerPoint, Excel, Access
• Helps and Assist associate on their daily task and goals.
• Attending meetings, taking minutes and keeping notes
• Making sure that Prior to Migrating associate to production, all necessary skill and knowledge to provide quality service is met.
• Monitors Daily, Weekly Performance of the team.
• Adhere to agreed processes, meeting required work standards, targets and objectives

• Train and coach for new members of the Deposit Customer Care Group
• Answer inquiries regarding checking, savings accounts and other bank related products.
• Process, verify, and key all transactions in a manner
• Deal with all customer of politely, courteously, professionally & assertively
• Understand customers' needs through effective listening and questioning skills,
• Match customers' needs to company's products and services
• Use negotiation and influencing skills to overcome objections and gain the customers' buy in on the bank products
• Communicate relevant information to internal and external customers

JP Morgan Chase Bank and Co., RFS Telephone Banking Level 3
January 2009-February 2011
KEY RESPONSIBILITIES: • Provided customer service through opening new accounts, problem resolution, safe deposit access
• Provide request for information on retail products, services, and regulations
• Consulted with customers on specific account needs.
• Supervised Level 1 agents performance
• Acted as escalation point of contact for Level 1 agents in order to resolve of complex inquiries
• Supported team manager in daily workforce management activities and mentoring associates.


Achievement/s: • Top seller for Checking, Savings, Certificate of Deposits, Loans and other banking products
• Promoted as a Team Lead lvl 3

UnitedHealth Group Services Inc. Philippines: Sr. Billing Analyst

October 2007 - January 2009
KEY RESPONSIBILITIES:
• Adhere to agreed processes, meeting required work standards, targets and objectives as a billing analyst.
• Posting payment of premiums of the group being handled
• Answer all inquiries regarding billing concerns either through email or phone call.
• Communicate relevant information to internal and external customers.

Sitel Philippines Inc., Customer Care Specialist, Sales Inbound
April 2006 to October 2007
KEY RESPONSIBILITIES: • Promoted and answered requests for information on retail products, services, and regulations
• Resolve customer issues via systematic input
• As team's workforce analyst for four (4) months, monitored daily workforce requirement against forecast and actual daily call volumes
• As quality analyst for four (4) months, measured agents' call quality against client quality control standard or metrics.

Achievement/s: • No. 1 Customer Care Specialist in Sales and Quality for six (6) months consecutive months