Open to opportunities

Raffy Cañete

@raffycaete

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Experienced complaints specialist with a strong background in customer service.

Philippines

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What I'm looking for

I am looking for a role that values customer satisfaction and offers opportunities for growth.

I am a dedicated professional with over seven years of experience in the BPO industry, specializing in customer service and complaints resolution. My recent role as a Complaints Specialist involved conducting thorough investigations into fraud claims and ensuring timely resolutions for cardholders. I pride myself on my ability to communicate effectively with clients and customers, which has been crucial in resolving complex disputes.

Previously, I worked as a Technical Support Representative for a telecommunications company, where I provided assistance with mobile device issues and account inquiries. My experience also includes working in the medical insurance sector, where I supported elderly clients with their Medicare inquiries. My educational background in Information Systems has equipped me with the technical skills necessary to analyze data and optimize business performance.

Experience

Work history, roles, and key accomplishments

Complaints Specialist

Ubiquity

Apr 2021 - Oct 2023 (2 years 6 months)

Handled banking operations as a Complaints Specialist, conducting investigations into cardholder complaints regarding fraud claims and chargeback processing. Worked directly with clients to resolve disputes in a timely manner, including special cases involving high dollar claims.

Chargeback Processes Client Communication Fraud Investigation Dispute Resolution Banking Operations Customer Service Problem Solving

Customer Service Representative

Teletech / UHC M&R

Sep 2020 - Nov 2020 (2 months)

Assisted customers with Medicare inquiries, providing answers and support. Completed training to enhance customer service skills, particularly for elderly clients, including helping with doctor appointments.

Customer Service Communication Skills Problem Solving Training CRM Tools Teamwork

Technical Support Representative

Teletech / Telstra

Jun 2016 - Sep 2020 (4 years 3 months)

Provided technical support for customer mobile devices, assisting with product concerns and account inquiries. Specialized in resolving international roaming issues for customers.

Technical Support Mobile Problem Solving Communication Skills CRM Tools Customer Service Team Collaboration

Education

Degrees, certifications, and relevant coursework

Bachelor of Science in Information System

Bachelor of Science, Information Systems

2008 - 2012

Studied hardware and software maintenance including troubleshooting. Gained knowledge in data analytics to analyze data for business optimization. Learned programming languages to create software and applications for computers.