I held the position of an Assistant Manager/Resourcing Analyst at HSBC Electronic Data Processing Philippines, where I lead a team of customer service advocates in the Expat Premier Contact Centre. In this role, I’m responsible for coaching, mentoring, and developing my team, while ensuring we meet performance KPIs like call volume targets, average handle times, and customer satisfaction scores. I also analyze performance data and adjust team schedules to optimize resource allocation based on call volume forecasts.
Before this, I worked as a Subject Matter Expert (SME) and Premier Live Chat, Email & Technical Support Associate at HSBC, where I handled complex customer inquiries related to banking services. I dealt with high-value transactions, technical issues, complaints, and troubleshooting for our Expat clients. My role involved addressing escalated issues, providing real-time support, and ensuring that the team delivered excellent service across multiple channels, including live chat, email, and phone.
Additionally, I have experience as a Telephone Banking Specialist, providing operational support for customers, resolving account management issues, handling lost debit/credit card inquiries, and processing high-value international payments. This role sharpened my ability to manage both technical and customer-facing tasks while maintaining a high level of service and professionalism.
What makes me a good fit for this customer service position is my comprehensive experience in multi-channel support, my ability to solve problems efficiently, and my strong communication skills. I thrive in fast-paced, customer-focused environments and take pride in turning challenging situations into positive outcomes for clients. My leadership experience also enables me to work well with others, whether independently or in a team setting. I understand the importance of customer satisfaction and am confident in my ability to bring the same high standards of service to your organization. I'm excited about the opportunity to contribute my skills and experience to this role and help create excellent customer experiences."
