Jessica Arcedera

Work together with teams to improve AHT, Quality, and Efficiency results.

Responsible in assisting fraud/scam victims over the phone; responsible in monitoring DBS Bank's social media strategy and increase brand awareness by providing excellent customer service and public relations through social media platforms such as : Facebook, Twitter, Instagram, forums, Google Playstores, email and live chat during the overnight shift.

Responsible in providing excellent customer service and special handling of requests for wealth and VVIP bank clients through phone, email and live chat.

Responsible in providing excellent customer service for mass market customers; provide mentoring sessions with new team members in order for them to be better on their new role in customer service.

Assist customers in explaining the charges on their billing statement over the phone; suggest value added services that will be beneficial to lower down charges every month.

• Started as a customer service representative and was promoted to Subject Matter Expert (SME) and eventually became a product trainer for new hires
• Pioneered and spearheaded different lines of business such as: inbound, outbound, back office and email for Brokerage and Bank accounts as a Team Manager
• Process changes, additions or requests related to customer accounts using the appropriate systems and ensure that SLA (Service Level Agreement) has been met by all customer service representatives
• Handles customer escalation through inbound and outbound calls and email
• Provide feedback to representatives to drive improvement and quality as well as identifying areas of strengths and recognizing accomplishments 60% of the time
• Conduct product updates through uptraining sessions and classroom trainings
• Facilitate weekly leadership meetings for Supervisors and Managers.

Provide financial customer service for homeowners and/or loan borrowers regarding their loans and escrow account.

• This is for a USA telecommunications campaign with inbound sales
• Job Functions include: - Provide floor support to the operations team when they are taking phone calls -Monitor and drive agents' performance -Provide accurate feedback to 15-18 agents -Facilitate product updates through uptraining and classroom training -Attend quality calibration sessions When the business need arise, I also do the following: -Provide inbound customer service during business need -Offer the products and services of the company during inbound/outbound calls using a sales pitch and be able to close each sale - Provides technical support for customer's handphone