Therdi Cedric Antig

THERDI CEDRIC ANTIG Address: 193-C San Antonio Ext., Brgy. Katipunan, SFDM, Quezon City Contact Number:- Email:- Objective: To pursue a career that will expand my learnings, knowledge, communication and skills not just professionally but also personally. Job Experience: HSBC May 2018 - Oct 2020 HSBC UK Contact Centre Customer Service Representative - Assists clients with their banking concerns and queries. - Assist customers who are having difficulties with their accounts especially with online banking. - Primary Point of Contact in terms of receiving complaints and assures to resolve complaints on first point of contact. - Handles calls in an effective and efficient manner, always within the standard handling time without compromising quality - Flexible to help customers with different fields of concerns. - Cross-skill trained in other different fields. (Ex: Telephone Banking, Internet Banking, Reset, Credit Cards, Digital Wallets – Apple Pay, Samsung Pay, etc.) - Gives ideas or ways to continuously improve the bank’s policy and procedures to give the best customer experience. - Uses appropriate call models appropriately and works within regulatory compliances mandated by the FCA UK. - Strong pitching and sales skills, and always go the extra mile in helping. Record holder in assisting customers to utilize voice ID services with a call conversion rate of 300%. - Subject Matter Expert - One of the highest Fraud Busters. - Coach to new hires. - Primary Contact with the Team’s Customer Satisfaction rating and Manager call referrals. - Reviews and analyzes calls where customers expressed dissatisfaction and calls them back for remedial action and to make sure they have the best customer service experience with the bank. Team’s POC for the ff.: Complaints documentation and handling. Customer Survey Procedure Ideas/Recommendations Procedural FAQs and Updates PowerPoint presentation making Photoshop Email Announcements Skills: Excellent Microsoft Office Skills. (Word, PowerPoint, Excel) Skilled in Photoshop Able to speak and understand English fluently. Excellent conversational/telephone skills. Strong social skills. Education: Tertiary: Bachelor of Science in Information Technology Quezon City Polytechnic University 2nd Year Undergraduate Secondary: Don Alejandro Roces Sr.Science-Technology High School. References: Available upon request.