Arlyn Perez
Barrigada,Guam
Summary
Customer-focused Customer Care Specialist known for high productivity and efficient task completion. Specialize in customer communication strategies. Proficient in Microsoft applications and Bank software, systems, and equipment. Excel in active listening, empathy, and problem-solving to enhance customer satisfaction and loyalty. Committed to leveraging these soft skills to contribute positively to team success and exceed customer service standards.
Overview
9
9
years of professional experience
Work History
Senior Customer Care Specialist
Bank of Hawaii
Hagatna, Guam
11.2021 - Current
- Provided accurate and helpful information to customers by engaging in meaningful conversations, identifying their needs, and actively listening to understand their circumstances and concerns. Resolved routine, non-routine, and complex customer inquiries or issues efficiently, escalating when necessary. Maintained a professional demeanor while sharing account information with customers.
- Demonstrated expertise in managing diverse customer requests such as stop payments, fund transfers between accounts, dispute resolution, and updating contact information. Additionally responded promptly to inquiries from various departments within Bank of Hawaii.
- Exhibited expertise in analyzing account activity to swiftly identify and resolve suspicious/unusual incidents. Conducted comprehensive troubleshooting for a range of online and mobile issues including access management, usage, and technical support. Successfully completed intricate report/maintenance requests while offering assistance for advanced level inquiries.
- Maintains current knowledge of desktop procedures, Bank products/services/promotions/organization information.
- Mentors and coaches less experienced staff while serving as a Subject Matter Expert for call shadowing and customer service technique training.
- Utilized customer profile analysis to offer suitable product recommendations, while also educating them on using ATMs, Bankoh by Phone, and e-Bankoh Online & Mobile Banking.
- Executes various additional tasks and obligations as delegated.
Relationship Service Representative (Teller)
Bank of Hawaii
Hagatna, Guam
05.2020 - 11.2021
- Interacts directly with clients to deliver quality service and processes a wide range of financial transactions such as cashing checks, accepting deposits, paying withdrawals, accepting payments, issuing cashier’s checks, selling traveler’s checks, processing wire transfers, and various drafts.
- Performed Buys/Sells currency/coin while utilizing teller cash recyclers. Provided support in branch operations including answering phones, handling safe deposit activity, filing, and reviewing reports to ensure compliance with circulars and policies. Demonstrated ability to research and resolve inquiries from Bank of Hawaii departments.
- Educates and guides clients in effectively utilizing multiple transaction channels including ATM’s, Mobile, Call Center, E-Bankoh, Night Deposit (business clients), Bank by Mail, Bankphone, and Foreign Currency Exchange machines. Demonstrates expertise in Products/Services to actively engage in Sales/Referral programs. Assesses clients’ requirements through meaningful interactions and conveys comprehensive information about the relevant product’s features and benefits.
- Executed additional responsibilities and tasks as directed.
Supplier Management Lead
Channel Precision Inc.
Cebu City, Philippines
08.2015 - 05.2018
- Aligned policies and procedures to enhance positive supplier liaison, ultimately supporting client's business needs. Produced comprehensive sales analysis report, evaluating data to optimize sales performance, streamline inventory management, and maximize market opportunities.
- Implemented statistical methods to analyze supplier behavior. Utilized findings to inform strategic planning, resulting in improved sales performance across multiple platforms.
- Maximized productivity by effectively supervising the order-fulfillment operation flow and team performance.
- Identified team irregularities and took prompt action to investigate and resolve them.
- Provided comprehensive cross-training for the team's knowledge and expertise, as well as training for new hires.
E-commerce Purchasing Specialist
Channel Precision Inc.
Cebu City, Philippines
05.2015 - 08.2015
- Executed accurate processing of purchased orders while confirming purchase receipts using a range of data transfer methods such as EDI, B2B, FTP, Spreadsheet, and Phone.
- Maintained proactive correspondence with suppliers to secure prompt and cost-efficient order deliveries.
- Collaborated with suppliers to address customer concerns related to purchasing.
- Managed the sales database with precision, ensuring data accuracy and completeness.
- Executed rigorous invoice audits to swiftly address and resolve pricing discrepancies, ensuring continuous monitoring of supplier’s price fluctuations.
Education
Bachelor of Science - Statistics
Visayas State University
Baybay City, Philippines 04-2015
Skills
- Strong leadership
- Call Center Operations
- Strong De-Escalation Techniques
- Customer Service
- Customer Relations and Retention
- Good communication skills
- Problem Resolution
- Regulatory Compliance
Timeline
Senior Customer Care Specialist
Bank of Hawaii
11.2021 - Current
Relationship Service Representative (Teller)
Bank of Hawaii
05.2020 - 11.2021
Supplier Management Lead
Channel Precision Inc.
08.2015 - 05.2018
E-commerce Purchasing Specialist
Channel Precision Inc.
05.2015 - 08.2015
Bachelor of Science - Statistics
Visayas State University
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