Lorna Balagtas
Auburn,WA
Summary
Forward-thinking Senior Escalations Specialist bringing over 16 years of expertise in analyzing, articulating and solving various problems and queries from clients. Cultivates rapport with individuals to optimize project goals and output, resolve complex problems and deliver innovative improvement strategies.
Overview
16
16
years of professional experience
Work History
Senior Escalation Specialist III
JP Morgan Chase Bank, N.A. Phil. Global Service Center
Fort Bonifacio Global City, Taguig, Philippines
09.2009 - 06.2022
- Assisted internal and external customer with escalated call request efficiently while building connections and delivering exceptional customer service experience.
- Handle special projects and tasks assigned by team leads and management.
- Deliver leadership-level communication and listening skills in assisting both internal and external customers.
- Maintain customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Develop community reputation through commitment to customer satisfaction and strong client relationships.
- Evaluate account and service histories to identify trends, using data to mitigate future issues.
- Deliver exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Junior Supervisor
EPLDT Ventus Parlance Systems Inc.
Makati City, Metro Manila, Philippines
05.2006 - 07.2009
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Evaluated employee performance, coached and trained to improve weak areas.
- Handled customer complaints, resolved issues and adjusted policies to meet changing needs.
- Maintained compliance with company policies, objectives and communication goals.
- Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
Education
Bachelor of Science - Business Administration And Management
Mariano Marcos State University
Batac, Ilocos Norte, Philippines03.2006
Skills
- Operational Oversight
- Customer Feedback
- Lead Identification
- Customer Care
- Quality Standards
- Communications Strategies
- Operational Efficiency
- Collaborative Environments
- Leadership Communications
- Providing Feedback
- Business Process
- Core Banking
Timeline
Senior Escalation Specialist III
JP Morgan Chase Bank, N.A. Phil. Global Service Center
09.2009 - 06.2022
Junior Supervisor
EPLDT Ventus Parlance Systems Inc.
05.2006 - 07.2009
Bachelor of Science - Business Administration And Management
Mariano Marcos State University
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