jennifer ronabio

Monitored team engagement, managed task allocation, and handled escalations to ensure operational efficiency. Led goal setting and collected improvements for fraud risk management, while also overseeing chargeback monitoring and resolution.

Investigated risky and fraudulent projects, responding to customer and designer queries regarding payments and fraud claims. Analyzed fraudulent transactions using fraud detection tools and identified existing fraud trends.

Answered customer emails, phone calls, and provided information on products and services, identifying opportunities for suggestions. Responsible for taking orders, obtaining personal information, and updating customer accounts.

Supervised assigned teams to meet client and corporate goals, including operational metrics and customer satisfaction. Conducted regular feedback sessions, monitored performance, and implemented recognition programs to motivate optimal performance.

Monitored and audited calls to ensure consistency in quality performance, providing feedback and coaching for agent development. Ensured agents achieved customer satisfaction and correct call resolution, actively participating in calibration sessions.

Audited sales calls to ensure adherence to all quality guidelines and actively participated in calibration to maintain consistency. Held team quality briefings to ensure compliance with established standards.

Acted as a coach and supervisor, overseeing the team to meet client and corporate operational goals. Drove performance and ensured adherence to key metrics.

Assisted coaches in driving team performance and handled supervisor's call escalations for customer-related queries. Provided hands-on assistance and proactively shared information to ensure smooth business operations.

Managed car, hotel, and airline reservations for customers, ensuring accurate bookings. Created detailed travel itineraries to meet customer needs and preferences.

Handled inbound calls and assisted customers with a wide range of inquiries, including billing, technical issues, and promotions. Provided comprehensive support to resolve customer concerns effectively.

Conducted outbound calls to offer CITIBANK promotions to potential customers. Responsible for monitoring and reporting month-end sales performance.

Handled customer inquiries regarding bag and shoe repair services, providing accurate information and solutions. Acted as a cashier reliever and actively sold company products to customers.

Managed and organized stock materials, including accessories for bags and belts, ensuring proper storage and accessibility. Responsible for releasing requested materials to the Quality department and conducting monthly inventory counts.

Studied Business Administration with a focus on Marketing. Gained knowledge in various aspects of business operations and marketing strategies.