CREZLY F. FRONTERAS
Summary
Knowledgeable and dedicated customer service professional with extensive experience in banking industry bringing top-notch communication, analytical, interpersonal, problem-solving, and organizational skills.
Self-motivated, work well independently or in a team environment.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude.
Willing to take on added responsibilities to meet team goals.
Motivated to maintain customer satisfaction and contribute to company success.
Overview
19
19
years of professional experience
Work History
Manager
United Overseas Bank Singapore Ltd
10.2020 - Current
- Responsible for overseeing all activities within my team, on how they respond to and handle customer inquiries, complaints, and problems.
- Assures daily service levels meet customer expectations
- Responds to escalated customer service issues
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Tracks progress of the team and provides recommendations for performance improvement
- Uses technology and system tools as directed and within established guidelines
- Maintains confidentiality of the Bank’s customers and data.
- Accomplished multiple tasks within established timeframes.
- Managed and motivated employees to be productive and engaged in work.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Senior Officer
United Overseas Bank Singapore Ltd
07.2010 - 10.2020
- Identified and resolved customer issues and enquires received via calls/mail/emails/social media platforms completely, accurately within the committed turnaround time and in accordance with Contact Centre standards to ensure contact handling accuracy and operational effectiveness
- Assisted customers with queries/issues about their personal banking and credit card accounts, corporate banking and credit card accounts, business internet banking (UOB Infinity), personal and corporate loans and investment accounts like CPFIS, SRS and Unit Trust.
- Resolved customer complaints and problems to the satisfaction of the customer, and completes accurately the necessary documentation of complaints, issues and subsequent solutions
- Used technology and system tools as directed and within established guidelines
- Ensured group compliance and control standards were observed and met in the execution of customers’ transaction requests
- Ensured highest standard of service delivery to the customers.
Customer Service Representative
Aegis People Support
06.2007 - 07.2010
- Worked as Telephone Banker for Washington Mutual and JP Morgan Chase Bank
- Managed over 80 calls per day
- Assisted customers with banking needs and inquiries.
- Processed wide variety of retail banking transactions for personal and commercial customers.
- Stayed current on changing products, services and policies to offer exceptional service to customers.
- Improved customer satisfaction by going above-and-beyond to answer questions and offer expert support.
- Helped customers complete online banking services and assisted with user access problems such as forgotten passwords.
- Upheld strict security procedures to verify identities when completing actions for members and giving out private banking information.
- Alleviated call loads by educating customers about how to effectively navigate site tools and pages for future banking needs.
- Maintained friendly and professional customer interactions.
Credit and Collection Staff
Gentrade International (Phils.), Inc
03.2005 - 10.2006
- Responsible in providing the department all the necessary information and analysis in the facets of credit and collection
- These include the monitoring and analysis of the collection efficiency, deposited and repossessed units, and legal accounts
- Organized customers loan documents into comprehensive filing system, maintaining and updating necessary information.
Education
Bachelor of Science - Mathematics
University of Southeastern Philippines
Davao City, Philippines04.2004
Skills
- Customer Relationship Management
- Verbal and Written Communication
- Time Management
- Product Knowledge
- Issue Resolution
- MS Office Expertise
- Process Improvement
- Staff Management
Additional Information
- Excellent Service Awards (EXSA Star Awardee)
- Group Retail & Channels T & O "Going Above and Beyond" (Grand Prize)
Timeline
Manager
United Overseas Bank Singapore Ltd
10.2020 - Current
Senior Officer
United Overseas Bank Singapore Ltd
07.2010 - 10.2020
Customer Service Representative
Aegis People Support
06.2007 - 07.2010
Credit and Collection Staff
Gentrade International (Phils.), Inc
03.2005 - 10.2006
Bachelor of Science - Mathematics
University of Southeastern Philippines
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