Jan Michelle Fortes

Analytical / Organized / Determined / Experienced Professional Summary Jan Michelle Fortes  Eight years of client relations expertise in customer-facing, remote and digital environments  Three years of human resources and talent acquisition coordination experience  Functionally native English language proficiency  Software: SAP, Citrix, Big Commerce, JD Edwards - 47 P Jacinto Grace Park Caloocan City, PHL - skype: jan.mfortes Highly organized and analytical client relations expert, efficient in fast-paced multitasking environments, able to prioritize effectively to accomplish objectives with timeliness, creativity, and enthusiasm. Experience Digital Customer Relations and Administrative Manager Work at Home, Philippines, 2013 to 2017     Manages B2C e-commerce support Drives customer delight through multimedia facilitation of seamless customer transactions in multiple media Maintains supplier relations Documentation Account Manager Wipro Philippines, 2013 - 2015     Drives customer satisfaction by ensuring accurate account information and status Drives quality through transaction monitoring Drives performance improvement through coaching Tracks productivity progress Jan Michelle Fortes- 47 P Jacinto Grace Park Caloocan City, PHL - Claims Analyst JP Morgan Chase and Co, Philippines, 2011 to 2013      Maintains or exceeds established standards for customer service, and resolves complex claims issues with little to no supervision or direction Drives customer satisfaction through the satisfactory resolution of customer disputes Drives merchant relationship in the resolution process Runs correlation analyses on customer banking history and spending behavior Works with peers and management to communicate progress and share best practices, ideas and information Trainer JP Morgan Chase and Co, Philippines, 2011 to 2012  Implements training programs for company new hires and tenured employees Fraud Analyst Convergys Corporation, Philippines, 2007 to 2009    Reviews customer accounts for the prevention and detection of possible fraud Drives research and analysis of account activity to assess levels of risk and fraud type Assesses the level of risk and makes decisions which directly impact the customer experience and risk to the client Education Bachelor of Science, Business Administration Marketing St. Paul University Manila － Manila, Philippines