Lee Jerick Jaucian

• Overseeing the CRM strategy, analyzing customer data, managing
customer engagement campaigns.
• Focusing on the implementation and day-to-day management of
CRM software, ensuring smooth communication between the
company and its customers.
• working on strategies and initiatives to retain existing customers,
including loyalty programs, follow up campaigns, and helping
customers with service inquiries.
• Focusing on ensuring that customers have a positive experience
with the companys products and services.

• Evaluate, filter, and connect with prospective leads.
• Maximize the use of LinkedIn and other platforms available; subscription c/o the company
• Email and Calendar Management for executives or team members
• Drafting and editing documents, including memos, reports & presentations
• Scheduling meetings and take detailed minutes
• Recording of tasks and contacts in the company’s management software.

• Completing Corrective & Preventive maintenance work orders created by HIA
• Monitoring overall alarms in Airside & Landside
• Creating daily performance reports
• Dispatching created work orders and designating them to proper maintenance departments
• Sending progress reports in an efficient and timely manner
• Supporting HIA FMC on monitoring alarms in the entire airport facility
• Creating other maintenance reports for Property Damage, Housekeeping, QDF, QASSP & others
• Other admin tasks like email and calendar management
• Answer telephone calls and relay them to the proper management team
• Set up and maintain manual and computerized information filing systems

• Monitor real-time queues and identify high-risk transactions within the business portfolio.
• Observe customer transactions to identify fraudulent activity such as account takeover, friendly fraud, theft, and similar other risks.
• Determine existing fraud trends by analyzing accounts and transaction patterns.

• Review flagged orders on the internal system.
• Investigating any cases of actual or suspected fraud and noncompliance.
• Do outbound calls for transaction verification
• Monitor and identify patterns within fraudulent activities.
• Evaluate the effectiveness of fraud detection systems and strategies.

• Handle queries regarding customers’ “Pay Monthly” and “Pay As You Go” accounts.
• Help customers how to come up with a convenient way to pay for their balances and discuss payment arrangements together with Collections Department.
• Deals with clients who are having problems with their handsets/mobile broadband and assists them in performing troubleshooting steps to resolve the issue as soon as possible.

• Assist customers in activating their Greendot, Walmart, and Turbotax prepaid credit/debit cards.
• Assist cardholders regarding their inquiries & concerns about the product and help them resolve them promptly.
• Handled minor and complex billing complaints and transactions, and new account activation.
• As a subject matter expert, I handle new team members and guide them on their nesting phase for activations, customer support & lost or stolen.
• Participates in calibration sessions in conference calls with US and India sites.
• Do coaching opportunities for agents who need to improve more on product knowledge.