Cherry Mae Chapman
Grand Circle Travel
Temple,USA
11
years of professional experience
Results-driven professional equipped with background in supporting operational workflows and enhancing team productivity. Proven track record in streamlining processes and fostering productive collaboration. Committed to delivering high-quality results and adapting to dynamic environments with strong communication and problem-solving abilities.
Work History
Help Group Associate
2 Years 7 Months- Educated agents on policies and procedures, fostering a clear understanding of operational standards.
- Oversaw inventory and space assessments to facilitate new bookings and modifications.
- Coach agents in utilizing available resources for accurate information verification.
- Managed email correspondence regarding regional inquiries.
- Evaluated and authorized customer service requests, ensuring compliance with company policies.
Team Leader
2 Years 11 Months- Coached team members to enhance communication skills and clarify process updates.
- Collected and shared effective strategies during team meetings to enhance performance.
- Monitored team alignment with processes to ensure consistency and understanding.
- Listened to random and surveyed calls to identify room for improvement.
- Provided assistance to team member who requested for additional coaching, direction or resolution.
- Provided assistance to team member who requested for additional coaching, direction or resolution.
- Welcomed new colleagues and guided them in understanding BLUE BOX values.
- Collaborated with leadership and direct reports to enhance team dynamics and communication.
Claims and Dispute Coach
2 Years 5 Months- Monitored every claim and dispute submitted.
- Ensuring that every case is within the given threshold.
- Helping a team in analyzing what action to take in every claim or dispute.
- Conduct quality reviews for compliance and process improvement purposes.
- Provided assistance to team member who requested for additional coaching, direction or resolution.
Fraud Analyst for Debit and Credit Card
2 Years 1 Month- Monitored account activity to identify fraudulent transactions and violations, enhancing fraud detection.
- Secured accounts using advanced authentication measures to prevent financial losses.
- Secure accounts to prevent losses.
- Identify, evaluate and integrate new data sources and capabilities into decision making.
- Maintains merchant processing statistics and records.
- Helping New Hires to understand the process well by doing side-by-side coaching.
- Shares best practices and spiels to help them improve CSAT and AHT.
Education
Bachelor of Science - Business Management (Major in HRDM)
Skills
Customer Relationship Management
Amadeus Trained
Proficient in Gert.
MS Office
Detail-oriented
Time management
Adaptability to Change
Collaborative Problem Solver
Strong Communication Skills.
Trainings
- English Pronunciation and Accent Neutralization - Sept. 20,2014 conducted by: Mamaludin Institute of Technology Inc.
- Labor Relation and Negotiation Seminar - Oct. 09,2014 conducted by: Saint Columban Collage
- Strategic Human Resource Management Seminar - October 9,2014 conducted by: Saint Columban Collage
Timeline
Help Group Associate
Grand Circle Travel
02.2024 - CurrentRead More
Team Leader
American Express, Philippines
09.2019 - 08.2022Read More
Claims and Dispute Coach
JP Morgan Chase & Co
04.2017 - 09.2019Read More
Fraud Analyst for Debit and Credit Card
Convergys, Philippines
03.2015 - 04.2017Read More
Saint Columban College
Bachelor of Science from Business Management (Major in HRDM)
Read More