Azeron Bonzon

AZERON S. BONZON SENIOR CUSTOMER SERVICE/SENIOR VERIFICATION SPECIALIST CS/COLLECTIONS SPECIALIST/REMOTE BASED EMAIL SUPPORT WORK EXPERIENCE OBJECTIVE To pursue a challenging and dynamic position in a growth- oriented organization that offers diverse job responsibilities. With my strong organizational skills and 14 years of professional experience across BPO and Financial industries, I am capable of delivering effective support center management and team leadership. SKILLS & ABILITIES ● ● ● ● Proficient in Microsoft Office, Word, Excel, Outlook (Microsoft Office) Internet savvy Knowledge and utilization of Shopify, Gorgias, Zendesk, Moxie/Talisma, Atlassian JIRA, Wiki/Confluence, BackOffice Knowledge and utilization of Slack, Skype, Pandion, HipChat CONTACT Mobile Number: - EMAIL:-SKYPE Name: live:.cid.5c9c36a611fc703 DG, INC (REMOTE BASED EMAIL/CHAT SUPPORT) NOVEMBER 2020 – MARCH 2021 (4 MOS.) ● Handle customer queries such as order delivery, product feedback or returns request. ● Uploading to corresponding Google sheets/forms the order details of transactions that are delayed (shipping), photos for damaged items, or for exchange or refund. ZEUS HOLDINGS, INC (REMOTE BASED EMAIL SUPPORT) MARCH 2020 – SEPTEMBER 2020 (6 MOS.) ● Locate orders in Shopify to inform customers on the status of their parcels, confirm shipping addresses, provide product details, update customer’s Shopify account details, etc. ● Social media management by responding to messages received via the store’s Facebook Messenger and wall comments. Hide negative comments if any and redirect positive questions and comments to the site’s messenger page for more detailed conversation (using prescribed canned responses). ● Handle complaints while uploading to corresponding Google sheets/forms the order details of transactions that are delayed (shipping), photos for damaged items, or for exchange or refund. ● Contribute to the team in maintaining and organizing the canned responses and workflow for the stores. NETSURF MEDIA, INC. (Senior Verification Specialist Customer Service) September 01, 2019 – July 3, 2020 (10 MOS.) ● Contacting casino players via phone and email to verify their accounts ensuring company’s security and help them proceed with their deposits/payouts. ● Updating daily call tracker for players that I’ve contacted and verified. ● Sending weekly and monthly reports to Fraud Manager ● REFERENCES SARAH JANE GOROSPE Customer Service Supervisor Teleport Business Tech Solutions Inc- MICHAEL ISIP Customer Service SME Teleport Business Tech Solutions Inc- PERSONAL DETAILS Birthday: May 2, 1981 Home Address: #7079 San Antonio, Los Banos, Laguna Philippines 4030 Civil Status: Married Citizenship: Filipino Spoken Language; English and Filipino Assist agents in our conference room for any inquiries related to player verification. AMAZON OPERATION SERVICES (SHIPPING AND DELIVERY SUPPORT) APRIL 22, 2019 – August 30, 2019 (3 MOS.) ● Ensures the smooth functioning of Amazon Logistics transportation for the successful delivery of packages. SYKES ASIA INC. (PRUDENTIAL Customer Service) FEBRUARY 2019 – MAY 2019 (3 MOS.) ● Assists clients with their insurance queries and processes their premium payments. TELEPORT BUSINESS TECH SOLUTIONS, INC. (ALL STAR – CENTRALIZED SME GROUP) JULY 2017 – NOVEMBER 2018 (1 YR 4 MOS) ● Handle contact escalations at the highest standard of service, via phone, email, chat and any other future contact methods. ● Responsible for triaging emails in the queue, resolving wager settlements, payout processing and other tasks needed to ensure smooth operation of the call center. (AUSTRALIAN ACCOUNT SENIOR CSR/SME) APRIL 2016 – JULY 2017 (1 YR 3 MOS) ● As SME, handles escalations for phone, email and chat support for an online gaming site. ● Provides floor support and conducts on the spot follow-ups/feedback for CSRs. ● Assist the supervisors in preparation and delivering coaching/feedback sessions including call and email reviews with CSRs. (RACEBOOK/ PLAYER ADVOCACY SENIOR CSR/SME) AUGUST 2014 – APRIL 2016 (1 YR 8 MOS) ● As SME, handles escalations for phone, email and chat support for an online gaming site. ● Provides floor support and conducts on the spot follow-ups/feedback for CSRs. ● Assist the supervisors in preparation and delivering coaching/feedback sessions including call and email reviews with CSRs. ● Delegate, monitor and evaluate tasks of the Racebook/Player Advocacy CSRs. ● When necessary complete departmental tasks and reports. (CASINO/RACEBOOK/PLAYER ADVOCACY CSR) MAY 2010 – AUGUST 2014 (4 YRS 3 MOS) ● Provide technical and general customer service for players/client through calls, emails and chat interactions. ● Carry out tasks assigned by the leadership team (CUSTOMER SERVICE/POKER CSR) SEPTEMBER 2009 – APRIL 2010 (6 MOS) ● Provide technical and general customer service for players/client through calls, emails and chat interactions. ● Assist players/clients with their Payouts, Deposits, wagers and other Sports and Gaming inquiries ● Carry out tasks assigned by the leadership team EMERSON ELECTRIC (ASIA), LTD. (COLLECTION SPECIALIST) JANUARY 2009 – JUNE 2009 (5 MOS) ● Responsible for the collection of clients’ account invoices through strict monitoring, follow-up phone calls, fax and emails. SYKES ASIA INC. (EMERSON COLLECTION SPECIALIST) JANUARY 2007 – JANUARY 2009 (2 YRS) ● Responsible for the collection of clients’ account invoices through strict monitoring, follow-up phone calls, fax and emails. UNITED COCONUT PLANTERS LIFE ASSURANCE CORPORATION (ACCOUNTS ASSISTANT) AUGUST 2004 – JANUARY 2007 (2 YRS 5 MOS) ● Responsible for the management and strict monitoring of premium collections thru follow-up phone calls and personal visits with clients. AIR MATERIEL WING SAVINGS AND LOAN ASSOCIATION INC (AM-WSLAI) (COLLECTIONS STAFF) JANUARY 2004 – MAY 2004 (4 MOS) ● Responsible for posting remittances of military personnel. NATIONAL ECONOMIC AND DEVELOPMENT AUTHORITY) (RESEARCHER – ON THE JOB TRAINEE) NOVEMBER 2001 – FEBRUARY 2002 (3 MOS) ● Research focus on economic tools to alleviate poverty. EDUCATION POLYTECHNIC UNIVERSITY OF THE PHILIPPINES 1999 – 2003 BACHELOR OF SCIENCE AND ECONOMICS Major in Economics Graduate ELISA ESGUERRA HIGH SCHOOL 1995 – 1999 Secondary Education