Jonathan Robredillo
Customer Service Representative
General Trias
Summary
Dynamic customer service professional with extensive experience at Open Access BPO, excelling in problem resolution and customer support. Proven ability to enhance customer satisfaction through effective communication and team collaboration. Skilled in managing complex inquiries and ensuring compliance with financial regulations, driving positive outcomes in high-pressure environments.
Overview
4
4
years of professional experience
Work History
Customer Service Associate ( Financial Account)
Open Access BPO
01.2024 - 09.2025
- Handling Customer Inquiries (Email, Chat, Phone): Respond to questions about international money transfers, Wise account balances or activity, transfer delays, errors, or cancellations. Assist via live chat, email (Zendesk or similar), or phone, depending on the channel.
- Help customers: Track pending or failed transfers, cancel or edit transfers, clarify fees, exchange rates, and delivery times, and escalate issues to the payments or technical team when needed.
- Guide users through KYC (Know Your Customer) verification: uploading ID, proof of address, or business documents; troubleshooting rejected verification attempts; and detecting and reporting suspicious activity or potential fraud, following Wise’s AML procedures.
- Assist with: lost or stolen cards, card activation, declined card transactions, ATM withdrawal issues, and help customers set up or manage multi-currency accounts and virtual cards.
- Provide region-specific assistance, as rules differ by country (e.g., US, EU, PH, IN). Be aware of local regulations affecting transfer limits or required documents.
Costumer Service Representative (Telco Account)
IQOR Philippines
06.2023 - 01.2024
- Answering calls from customers about service issues, billing, plans, device support, etc. Making follow-up calls regarding ongoing issues, or escalations.
- Resolving billing questions (e.g., charges, late fees, and credits). Helping customers with login/access issues (e.g., T-Mobile app or website). Explaining plan features, promotions, or upgrades. Troubleshooting mobile service issues (calls, data, texting problems).
- Responded proactively and positively to rapid change.
Customer Service Representative(Financial Account)
TELUS International Philippines
02.2022 - 06.2023
- Handling inbound and outbound calls, answering calls from personal or business customers. Making outbound calls for follow-up or customer satisfaction purposes.
- Checking balances and recent transactions. Explaining bank statements or transaction history. Helping with direct debits, standing orders, and scheduled payments. Assisting with overdraft or credit limit inquiries.
- Verifying customer identity using Barclays' security protocols (e.g., memorable word, OTP). Monitoring suspicious activity and initiating fraud checks. Locking or restricting accounts when fraud is suspected.
- Helping customers with lost or stolen debit or credit cards. Card replacement. Declined payments or blocked cards. Disputing unauthorized transactions.
Sale Specialist (Financial/Sales Account)
Admerex Solution
06.2021 - 02.2022
- Outbound calls to cardholders call from a list of qualified Metrobank credit card holders. Introduce yourself and the insurance provider (e.g., "AXA Philippines, in partnership with Metrobank"). Confirm that you’re speaking to the cardholder before discussing the product.
- Explain the insurance product clearly: Credit Life Insurance, Accident Insurance, Hospital Income Benefit. Mention key features: low monthly premium (billed to credit card), no medical exam required, coverage amount (e.g., up to ₱500,000), easy enrollment process.
- Ask basic lifestyle or financial questions (if allowed) to understand their need for protection: “Do you have dependents?” “Are you currently insured?” “Would you be interested in protecting your family financially?”
Education
Bachelor of Science - Aviation
Philippine State Collage of Aeronautics
Villamor, Pasay City 05.2001 -
Skills
Customer support
Customer service
Team collaboration
Problem resolution
Timeline
Customer Service Associate ( Financial Account)
Open Access BPO
01.2024 - 09.2025
Costumer Service Representative (Telco Account)
IQOR Philippines
06.2023 - 01.2024
Customer Service Representative(Financial Account)
TELUS International Philippines
02.2022 - 06.2023
Sale Specialist (Financial/Sales Account)
Admerex Solution
06.2021 - 02.2022
Bachelor of Science - Aviation
Philippine State Collage of Aeronautics
05.2001 -
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