Charles Lloyd Libardos
Summary
Customer service management professional experienced with inbound and outbound customer service. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations.
Overview
16
16
years of professional experience
Work History
Customer Service Manager
UOB Limited Singapore
03.2017 - Current
- Managed a team of 10-14 Customer Service Officers with different skillsets such as Remittance, Loans, Business Internet Banking,Personal Banking, Credit Cards, Corporate Banking and Investments.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Followed through with client requests to resolve problems
- Trained new hires in remittance and business internet banking.
- Secondment to process for 3 months
Customer Service Officer
UOB Singapore Limited
07.2010 - 03.2017
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Assisted call-in customers with questions regarding their personal and corporate banking needs, investments, credit cards, personal internet banking, business internet banking, remittance and loans.
- Communicated with clients regarding account services, statements, and balances.
- Assisted clients with their call-in request like waiver, escalations, card replacements, internet banking issues that require investigations
Team Lead Officer-in-charge
Aegis People Support Inc Phils
03.2010 - 06.2010
- Handled a team of about 12 agents
- Monitored their individual as well as team performance.
- Provided coaching to help them improve their numbers and assisted them in providing good customer service.
- Organized team outings to develop good working relationship within the team and the whole company.
Customer Service Officer
People Support Inc. Phils.
05.2007 - 02.2010
- Handled incoming calls from customers of one of the biggest banks in the United States, responding to their banking inquiries and resolving their problems by giving them different alternatives.
- Handled calls for retail accounts, internet banking, corporate accounts, fixed deposits, retirement accounts.
Education
Bachelor of Science - Computer Engineering
St Michael's College
Philippines03.2005
Skills
- Coordinating Service Initiatives
- Job and Task Observation
- Customer Relations
- Superior Computer Skills
- Performance Tracking and Evaluations
- Product Knowledge
- Customer Service
- Call Center Strategy
- QA
- Quality Improvement Initiatives
- New Hire Training
Languages
Filipino
English
Timeline
Customer Service Manager
UOB Limited Singapore
03.2017 - Current
Customer Service Officer
UOB Singapore Limited
07.2010 - 03.2017
Team Lead Officer-in-charge
Aegis People Support Inc Phils
03.2010 - 06.2010
Customer Service Officer
People Support Inc. Phils.
05.2007 - 02.2010
Bachelor of Science - Computer Engineering
St Michael's College
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