Customer Service Expert | Sales Representatives
Rizal
I have several years of experience in banking and customer service. I started my career with Intuit QuickBooks as a Technical Support Associate, where I handled outbound calls to verify customer information and support fraud-related investigations. At the same time, I gained sales experience working part-time as an outbound telemarketer, promoting products and engaging with prospective customers. I then moved to Wells Fargo as a Fraud and Claims Operations Specialist, where I handled inbound calls, processed disputes, and supported customers dealing with unauthorized transactions. Currently, I’m with ANZ Bank, continuing to handle customer inquiries while ensuring efficiency by managing documentation and minimizing after-call work.
Haulla (Ecube Labs), contract
Apr 2026 to Present
•Build and maintain a full sales pipeline •Conduct outbound sales calls and emails to potential clients, qualifying and advancing leads •Acquire new clients to meet and exceed monthly revenue targets
ANZ, full_time
Jan 2025 to Apr 2026
•Provide tailored banking solutions for everyday needs (transaction accounts, merchant facilities, online banking). •Guide them through lending options for growth, cash flow, or asset purchases. •Educate customers on digital tools and self-service platforms. •Partner with Business Banking Managers & Relationship Managers, act as the first point of contact for customers, ensuring smooth handover to managers for complex cases. •Assist with loan applications, documentation, and customer onboarding. •Provide insights from frontline interactions to support strategic decisions. •Enable Multiple Support Channels Digital: ANZ Internet Banking, ANZ App, ANZ Shield, secure portals for applications. •Phone Support: Quick resolution for transactional queries.
Wells Fargo, full_time
Apr 2021 to Jan 2025
•Expert handling automated clearing house transactions. •Knowledgeable in terms of Regulation E process skilled. •Research person. •Professional approach with clients in terms of their finances. Gather, organize, verify, and process data from clients. •Experience of processing items being credited back to a customer for fraud, stop payment, etc. •Manage multiple complaints concurrently and effectively. •Resolve operational process exceptions in accordance with departmental policies and procedures with guidance. •Escalate any problems resolving exceptions, issues or delays in a timely manner. •Review and investigate claims to determine potential credit for the customer. •Review overdraft fees, adjust interest if applicable. •Receive direction from Account Manger and escalate questions and issues to more experienced roles. Interact with colleagues on basic day-to-day issues, and network with supporting functional areas to create a seamless experience for the customers. •Supporting new hires agent as a "Subject Matter Expert"
ObieTel LLC, part_time
Feb 2021 to Oct 2021
•Conducted high-volume cold calls to prospective clients and managed inbound inquiries from advertising leads. •Delivered persuasive product presentations using scripts to highlight benefits, secure purchases, and schedule appointments for the Globie App. •Maintained accurate customer records by updating databases with contact details, call outcomes, and follow-up notes. •Addressed questions,bresolved complaints, and overcame objections to ensure positive customer experiences and uphold brand reputation. Consistently met or exceeded daily and monthly quotas for sales, appointments, and lead generation. >Outbound/Inbound Calls Sales & Promotion >Data Management >Customer Interaction >Goal Achievement
Convergys (Intuit QuickBooks), full_time
Dec 2015 to Mar 2021
•Perform outbound call to clients obtaining Personal Identifiable Information. •Assisting clients with MFA (multi factor authentication), sending OTP (one time passcode). •After successful submission, users are asked to create a new password, once requirements are met, they can set their password in stone; And use it for their next login. • Assisting account users to access their account, add and delete users. Reviewing documents using various tools like Lexis Nexis and verify business type in Secretary of States website. •Determined business ownership by investigating. •Passion for helping businesses succeed by problem solving and using tools to troubleshoot complex technical issues. •Helping customers learn how to use QuickBooks to its fullest potential and trouble shoot technical issues. •Support topics include how to create an invoice, how to set up payroll and how to reconcile books. •Comfortable and confident in navigating through several systems simultaneously to research the answer for the customer. •Troubleshoot issues that are technical in nature; including hardware, software and networking. Solve complex problems that may be unstructured and require use of conceptual thinking skills. •Ensure service delivered to customers meets contractual Key Performance Indicator (‘KPIs’).•Assist frontline agents real time and providing better resolution using Slack channel support in partnership with onshore supports. •Refering frontliners with articles in terms of processes to resolve complex customer's concern. •Modifying information on the account per security and guidelines.