MA. BLESILDA GREEN
Zephyrhills,FL
Summary
Results-driven Senior Customer Service Representative with 10 years of experience in managing diverse inquiries within call center environments. Consistently exceeded KPIs through effective call script implementation. Expertise in conflict resolution and rapid adaptation to new technologies enhances team performance and aligns with organizational goals.
Overview
13
13
years of professional experience
Work History
Technical Analyst II
Depository Trust and Clearing Corporation
06.2023 - 03.2026
- Served as technical expert, partnering with clients to configure corporate actions for onboarding and existing accounts
- Created events and coordinated with product team on annual updates for standard release corporate action messages on Jira, covering announcements, distributions, redemptions, reorganizations, and instructions.
- Assisted clients in establishing clearing and settlement processes for new and existing accounts.
- Facilitated end-to-end testing for clients, covering connectivity to go-live process completion.
- Refined job aid procedure documentation for internal and external use.
- Supported clients with trade plus 1 day (T1) transition for onboarding into trading world
Operations Senior Specialist II
JP Morgan and Chase Co.
05.2020 - 05.2023
- contributed to Mortgage Banking and Home Equity Accounts as Individual Contributor
- Reloaded and reactivated paid-off accounts that were in error.
- Compiled and submitted reports for account balancing to ensure financial accuracy.
- Collaborated with the legal team and investor executives to address compliance issues.
- Processed and transferred received funds to appropriate accounts for allocation.
Customer Success Officer
EMAPTA Versatile Services Inc.
08.2019 - 04.2020
- Executed outbound and inbound calls to connect with clients and resolve inquiries promptly.
- Scheduled hearing aid maintenance appointments to ensure timely service for clients.
- Contacted insurers regularly to follow up on outstanding claims payments.
Team Leader
Elevatione Time Stops
02.2019 - 07.2019
- Made outbound calls to local and international clients to drive engagement
- Make outbound calls Local and International
- Booking reservation for facial treatment
- Compiled daily reports to track activities and performance.
Senior Subject Matter Expert
Convergys
02.2016 - 02.2019
- Trained and Up skilled from Account Management to Disputes and Claims Specialist
- Cross-trained from Account Management to Disputes and Claims Specialist to enhance team versatility
- Demonstrated consistent teamwork by supporting colleagues during projects
- Led team in resolving escalated calls from trainees and junior associates to ensure effective learning and support
- Collaborated with on-shore specialists in the Fraud Department to address issues
- Conducted New Hire and upskill training classes for employees
Technical Support Associate Tier II
Teletech Inc
04.2014 - 12.2015
- Handled inbound calls for USA service provider, resolving 30–50 technical inquiries daily.
- guided customers through tier 1 technical issues, ensuring prompt device rebooting resolution
- Resolved hardware and software issues across multiple platforms through direct technical support.
- Resolved customer inquiries promptly, reinforcing user satisfaction rates.
- Guided troubleshooting processes and customer service protocols training for new associates.
Technical Support Representative
Harte Hanks INC
06.2013 - 03.2014
- Answered inbound calls, resolving issues within 5-7 minutes while consistently meeting performance metrics
- Trained and upskilled to support various devices for Samsung Electronics of America
Education
Bachelor of Secondary Education - Biology-Chemistry
Ligao Community College
Philippines05-2013
Skills
- Corporate actions management
- Technical analysis
- Data analysis
- Technical support
- Diagnostics troubleshooting
- Process Optimization
- Technical Systems Support
- Stakeholder Engagement
- Client Relationship Management
- Account management
- Training Development
- Call center team lead
Timeline
Technical Analyst II
Depository Trust and Clearing Corporation
06.2023 - 03.2026
Operations Senior Specialist II
JP Morgan and Chase Co.
05.2020 - 05.2023
Customer Success Officer
EMAPTA Versatile Services Inc.
08.2019 - 04.2020
Team Leader
Elevatione Time Stops
02.2019 - 07.2019
Senior Subject Matter Expert
Convergys
02.2016 - 02.2019
Technical Support Associate Tier II
Teletech Inc
04.2014 - 12.2015
Technical Support Representative
Harte Hanks INC
06.2013 - 03.2014
Bachelor of Secondary Education - Biology-Chemistry
Ligao Community College