Open to opportunities

Jai Antoine Halili

@jaiantoinehalili

Message

I am a customer service advisor specializing in KYC and process optimization.

Philippines

Message

What I'm looking for

I seek roles where I can improve processes, implement tools and workflows, train teams, and drive better customer outcomes through cross-functional collaboration and operational efficiency.

I am a results-driven customer service advisor with three years specializing in KYC, risk, and payments, and nearly three years of experience as a Zendesk administrator focused on improving internal processes and operational efficiency.

In my current role as a CS Process and Information Analyst, I analyze, update and implement processes, create workflows and flowcharts, produce demo videos to aid adoption, and enhance internal tools for a more user-friendly interface across teams.

Previously I resolved escalations and complex disputes, investigated accounts and coordinated with third parties, verified documents for compliance, and processed transactions—consistently aiming to improve first-time resolution and customer satisfaction.

I am committed to identifying customer needs, simplifying processes through clear documentation and UAT tracking, and facilitating onboarding and training to align teams and drive measurable improvements.

Experience

Work history, roles, and key accomplishments

Current

CS Process and Information Analyst

Current

NCH Customer Support Services Inc

Jul 2022 - Present (3 years 1 month)

Analyzed, updated and implemented customer service processes and workflows, created demo videos and process documentation to improve UAT tracking and onboarding, and coordinated cross-functional improvements to enhance operational efficiency.

Process Improvement Workflow Design UAT Onboarding Documentation Cross Functional Collaboration

Second Line Escalations Executive

NCH Customer Support Services Inc

Oct 2020 - Jun 2022 (1 year 8 months)

Investigated and resolved escalated complaints including lost bets and bonus disputes, coordinated with third parties and internal teams to deliver acceptable resolutions and protect customer satisfaction.

Escalation Management Investigation Dispute Resolution Regulatory Compliance Cross Functional Collaboration

Customer Support Advisor

NCH Customer Support Services Inc

Feb 2020 - Oct 2020 (8 months)

Resolved customer inquiries, managed account registration and identity verification, and handled deposits and withdrawals to maintain customer satisfaction and regulatory compliance.

Customer Support KYC Payments Zendesk Customer Satisfaction

KYC, Risk and Payments Agent

NCH Customer Support Services Inc

Mar 2019 - Jan 2020 (10 months)

Verified accounts failing automated KYC checks, identified tampered or fraudulent documents, and collaborated with teams to improve first-time verification rates and compliance.

KYC Fraud Detection Documentation Verification Compliance Payments First Time Resolution

Transaction Processor

Conduent Inc

Oct 2016 - Feb 2019 (2 years 4 months)

Processed pre-authorizations and claims, investigated denied claims and billing issues, and executed data verification procedures to ensure compliance with internal standards and timely reimbursements.

Data Verification Compliance Insurance Authorization