Kathyleen Rivera
Dasmarinas
Summary
Proven Account Specialist with a track record of enhancing client satisfaction and streamlining operations at JP Morgan Chase & Co. Excels in Microsoft Office and demonstrates exceptional teamwork and collaboration. Known for outstanding problem-solving abilities and professionalism, significantly contributing to continuous improvement and client trust.
Overview
18
18
years of professional experience
Work History
Account Specialist II
JP Morgan Chase and Co.
JPMC Tower, Taguig City, Philippines
01.2013 - Current
- Enhanced client satisfaction by promptly resolving account issues and providing exceptional customer service.
- Managed multiple accounts simultaneously, demonstrating exceptional organizational skills and attention to detail.
- Adhered to standards of quality and service as well as all compliance requirements.
- Maintained strong relationships with clients through regular communication and proactive problem-solving efforts.
- Mentored junior team members, offering guidance and support for their professional growth and development within the Account Specialist role.
- Contributed to team objectives in fast-paced environment.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor through email and phone skills.
Telephone Banker IV
JP Morgan Chase & Co.
Neo Four, BGC, Taguig City, Philippines
11.2009 - 01.2013
- Helped customers complete online banking services and assisted with user access problems such as forgotten passwords.
- Alleviated call loads by educating customers about how to effectively navigate site tools and pages for future banking needs.
- Improved customer satisfaction by going above-and-beyond to answer questions and offer expert support.
- Enhanced customer satisfaction by promptly addressing and resolving banking inquiries and concerns.
- Collaborated with team members to share best practices and improve overall team performance.
- Managed sensitive client information with strict adherence to confidentiality policies and data protection guidelines.
Processing Executive
HSBC - HDPP
Alabang, Muntinlupa City, Philippines
07.2006 - 11.2009
- Resolved customer inquiries promptly, ensuring consistent satisfaction with our services.
- Protected sensitive information by adhering strictly to company guidelines regarding data security and privacy measures.
- Contributed to a positive workplace environment through excellent communication and teamwork skills.
- Answered and managed incoming and outgoing calls for cardmember services within the Metris process.
Education
Bachelor of Science - Marketing Management
St. Scholastica's College
Manila, PhilippinesSkills
- Microsoft Office proficiency
- Customer Engagement
- Research proficiency
- Excellent Communication
- Teamwork and Collaboration
- Problem-solving abilities
- Reliability
- Effective Communication
- Self Motivation
- Analytical Thinking
- Continuous Improvement
- Analytical Skills
- Professionalism
- Adaptability and Flexibility
Timeline
Account Specialist II
JP Morgan Chase and Co.
01.2013 - Current
Telephone Banker IV
JP Morgan Chase & Co.
11.2009 - 01.2013
Processing Executive
HSBC - HDPP
07.2006 - 11.2009
Bachelor of Science - Marketing Management
St. Scholastica's College