Danrev Carbonell
Cebu,PH
Summary
Proficient in effectively communicating complex technical concepts to diverse audiences, fostering positive client relationships and delivering exceptional customer services Dedicated Technical Support Professional adept at providing comprehensive technical assistance and troubleshooting expertise to ensure seamless operation of systems and software Committed to staying updated with emerging technologies to optimize support strategies and enhance organizational efficiency Skilled in utilizing various communication channels to disseminate critical information and facilitate smooth collaboration across teams
Overview
18
18
years of professional experience
Work History
Associate- Product Delivery Associate
JP Morgan Chase & Co.
2024.06 - Current
- Client Execution Lead for ACH Filter migration
- CMO Team is instrumental in overseeing the execution of product migration, coordinating efforts to ensure a seamless transition and maintaining client satisfaction throughout the migration process
Associate- Applications Support
JP Morgan Chase & Co.
2022.05 - 2022.06
- Team Leader for Cebu- APAC Merchant Services Technology Operations
- One of the team leads supporting Asia Pacific for technology operations. Monitoring different tools, assisting Admin needs of the team which includes GAT/PTT etc. Leading sending communications to huge audience of clients related to technology break or issues
Account Escalation Specialist III
JP Morgan Chase & Co.
2020.02 - 2022.05
- Advanced Technical Support for Merchant Services working with merchants for third party software issues, Orbital software and including sending request for Manage File Transfer
Senior Specialist 1
JP Morgan Chase & Co.
2019.06 - 2020.02
- CMS- Enterprise Call Center Terminal and NAP Trained-support merchant’s funding
Fraud Analyst Specialist II
JP Morgan Chase & Co.
2015.06 - 2019.06
- Identify and trace any suspicious or high-risk transactions to prevent fraud, protect the account activities, engage an outstanding customer service while making proper decision for the benefit of the customer and what’s good for the company
Financial Service Advisor
JP Morgan Chase & Co.
2011.01 - 2015.06
- Build and maintain positive customer relationship by providing excellent customer assistance on Partner credit card accounts for Chase Canada
Customer Service level 2 / Sales/ Retention/Tech
Stream Global Services
2009.06 - 2010.12
- Provide great customer service to retain accounts for customers who wants to discontinue their membership. This involves resolving billing complications by enforcing benefits on products to help customers make the right decisions
Technical Support Representative (Vonage)
Etelcare Global Solutions
2007.08 - 2009.06
- Guide customers and help them understand on troubleshooting hardware and software issues, internet connection and related concerns
Skills
- Strong verbal and written communication skills
- Utmost Customer and Technical Service
- Effective time management and organizational skills
- Management Skills, Dependability, Adaptability, Critical Thinking
CAREER HIGHLIGHTS
- Cebu Team Lead for North American Data Center migration
- Amazon Web Services (AWS) Certified Cloud Practitioner (CLF-C01)
- Recognized as top advisor in scorecard performance for Canada LOB from 2011-2014
- Top Advisor for ATS Cebu
- Team Captain/Subject Matter Expert (New hire and tenured)
- Pilot team for Canada Outbound (Balance Transfer) and (Line of Credit)
- Facilitated call listening sessions and peer-to-peer feedback for Canada Partners
- Attended and completed Harvard Manage Mentor (10/10/15)
- Cross trained for Business, Consumer and VCAS representative for FCC
- Pilot representative for FCC of new authentication process (CCA)
- PFAM secondee
- Verifone Helper
- L3 Back-up Support
- Handled new hire training
- Support for Overnight team
Accomplishments
- Created ATS New Hire guidelines and roadmap of training
- Handled Overnight team for different departments (US&CAN CMS,ATS,ERT).
- Part of MS Prod Management SOD discussion for TechOps (PCE, ATS, GNOC, iTake,TI) with a collective aim as global workflow in which issues are handled and passed between sites to increase responsiveness and reduce delays
- Lead Call Calibration for CSAT
- Undergo Self Excellence Program, Investing you own development and Personal branding development training
- Given the project of FCC authentication
- Philippine Fixed Asset Management Officer Secondee (December 01,2017-May 30,2018)
- Dedicated Account Escalation Specialist IV back up/relief working on emails and chats
Timeline
Associate- Product Delivery Associate
JP Morgan Chase & Co.
2024.06 - Current
Associate- Applications Support
JP Morgan Chase & Co.
2022.05 - 2022.06
Account Escalation Specialist III
JP Morgan Chase & Co.
2020.02 - 2022.05
Senior Specialist 1
JP Morgan Chase & Co.
2019.06 - 2020.02
Fraud Analyst Specialist II
JP Morgan Chase & Co.
2015.06 - 2019.06
Financial Service Advisor
JP Morgan Chase & Co.
2011.01 - 2015.06
Customer Service level 2 / Sales/ Retention/Tech
Stream Global Services
2009.06 - 2010.12
Technical Support Representative (Vonage)
Etelcare Global Solutions
2007.08 - 2009.06