Karen Anne Manon-og
Taguig City
Summary
Senior Analyst at Refinitiv Asia Pte Ltd with expertise in SQL querying and communication. Achieved significant improvements in customer satisfaction through proactive issue resolution and effective escalation management. Notable for attention to detail and analytical skills, enhancing team performance and promoting interdepartmental collaboration.
Overview
18
18
years of professional experience
Work History
Senior Analyst
Refinitiv Asia Pte Ltd part of London Stock Exchange Group Plc (LSEG)
05.2019 - Current
- Respond to customers’ enquiries relating to information, product functionality and fault calls resolving as many queries as possible on the first interaction.
- Uses SQL and supporting EJV, DataStream, IDC, Ownership, RKD, WorldScope product queries.
- Logging and classifying all calls and requests for assistance in the customer relationship management system.
- Filter and escalate enquiries relating to other aspects of the Refinitiv business and handover to the appropriate department.
- Manage the resolution process for customers relating to data and applications, and technical for Refinitiv products and services.
- Track enquiry resolution progress and proactively call customers with a status update or resolution if queries cannot be resolved on initial interaction.
- Follow the appropriate procedures to respond to issues and update our customers when outages of a major nature occur.
- Identify and escalate problems affecting several customers or influencing the timely resolution of one customer’s enquiry. This would include escalations to the team leader and other support, sales, engineering, or resolver groups as appropriate.
- Ensure each customer contact is handled in a manner consistent with the Refinitiv brand and values to maintain customer satisfaction and retention.
- Recognize and escalate recurring problems, inferior processes, or outdated procedures.
- Accept additional projects or areas of responsibility that will improve the team’s performance.
- Proactively contribute to the Frontline Support team and the achievement of its goals.
World-Check Customer Support Executive KYC Risk Platform
Refinitiv Asia Pte Ltd part of London Stock Exchange Group Plc (LSEG)
05.2019 - 04.2023
- Respond to customers’ enquiries relating to information, product functionality and fault calls resolving as many queries as possible on the first interaction.
- This includes inquiries with platform navigation concerns, platform settings suggestions, application errors that require troubleshooting, reallocation of licenses and account queries regarding their World-Check subscription.
- Supports client via email (Service Cloud, Salesforce), outbound calls, and Teams session.
- Work collaboratively with the Sales team to fulfill customer needs and address customer concerns about the contract/ subscription.
- Filter and escalate enquiries relating to other aspects of the Refinitiv business and handover to the appropriate department.
- This includes collaborating with different teams (Sales, Specialist, and other teams) when necessary to ensure complete resolution of the client queries.
- Manage the resolution process for customers relating to data and applications, and technical for Refinitiv products and services.
- Track enquiry resolution progress and proactively call customers with a status update or resolution if queries cannot be resolved on initial interaction.
- Follow the appropriate procedures to respond to issues and update our customers when outages of a major nature occur.
- Accept additional projects or areas of responsibility that will improve the team’s performance.
- Proactively contribute to the Frontline Support team and the achievement of its goals.
Community Operations Specialist l for L2 (Level 2) Escalations and Onboarding Driver Partner process
Uber Center of Excellence LLC Manila COE
05.2016 - 03.2019
- Handles escalated tickets from the various parts of the business, with the goal of turning around the overall customer experience for Rider concerns and Driver Partners trip concerns.
- This includes rider cancellation fee refund request, altercation with driver/rider incidents, trip queries of riders. For driver partners, queries include cleaning fees, earning queries or disputes, trip issues or adjustments, driver-partner rewards/rewards queries.
- Investigate case details to determine the root cause of issues and to properly handle the ticket request.
- Analyzes and evaluates issues to form a reasonable judgment that is logical and well-thought-out based on the investigation conducted.
- Identify, define problems, and recommend solutions that are appropriate and effective.
- Resolve customer contacts through various support modalities which may include email, Inbound/outbound calls, messaging, and chat.
- Master multiple applications and resources, including contact management systems and knowledge bases like CRM, Zendesk and internal Uber applications.
Customer Service Representative (eBay Top rated Seller)
Microsourcing Philippines
10.2013 - 01.2015
- Assist customers with their inquiries about their orders, product description and product availability via email.
- Assist customers with their delivery tracking concerns.
- Process orders, returns, refund and replacements.
- Uses CRM for customer information and support assistance.
- Assist with billing queries.
- Collaborating with Australian counterparts for updates on returns and to ensure that escalations will be handled correctly.
Order Support Representative (for CISCO products)
Ingram Micro Philippines
08.2011 - 05.2013
- Process Cisco orders of clients, includes order entry on DOS based tool ensuring that cisco products are being ordered correctly.
- Creating and loading Cisco order deviations.
- Validating and creating CISCO configurations for partner orders and ensuring that the client is informed of the correct configuration should their PO (Purchase Orders) did not match the configuration needed for their CISCO order.
- Confirms partners correct pricing by collaborating with North America counter-parts Sales Team.
- Collaborates with Tech department for clarifications on order lines and products that are needed for the configuration.
- DSAT request creation and approval of collaboration with the Sales Team for CISCO parts that need to be discounted or should be at Zero cost for the partners.
- Assist with submission of Claims and RMA request to customer service.
- Collaborates with the Purchase department to ensure orders are processed accordingly and timely.
- Process expedite request for customer CISCO orders to ensure that urgent requests are handled with high priority.
Technical Support Representative (Xbox and Windows Live)
TELUS International Philippines
11.2009 - 07.2011
- Assist with Xbox hardware troubleshooting and Internet Connectivity issues via email and voice.
- Help clients with product queries including games and specifications.
- Assist with replacement queries and status of replacement.
- Assist with the validation process for Windows Live password reset request.
CSR and TSR
Teleperformance
06.2007 - 12.2007
- Assist with client’s troubleshooting queries with their handphones and service subscription.
- Provide help with billing inquiries, additional features, and subscription request changes.
- Process returns and refund requests from clients.
Education
BS - Airline Business Administration
PATTS College of Aeronautics
Skills
- Effective communication skills
- SQL querying
- Technical troubleshooting
- Customer relationship management
- Product knowledge
- Issue resolution
- Escalation management
- CRM software
- Tech-Savvy
- Computer and technology savvy
- Keen attention to detail
- Analytical and critical thinking
- Flexibility
- Teamwork skills
References
- KC Antenor, Uber Manila Team Manager, 09277987774
- Venise Pineda, Uber Pampanga Team Manager, 09293177102
- Cherry Rose Baculinao, Ingram Micro Team Manager, 09178105160
- Angelica Bawar, Microsourcing Colleague, 09155925455
- Basilisa Bolinao, TELUS Team Manager, 09162362332
- Louie Aguirre, Refinitiv LSEG Team Manager, 09081731289
College
PATTS College of Aeronautics – BS Airline Business Administration
Personal Information
- Age: 39
- Citizenship: Filipino
- Marital Status: Single
Timeline
Senior Analyst
Refinitiv Asia Pte Ltd part of London Stock Exchange Group Plc (LSEG)
05.2019 - Current
World-Check Customer Support Executive KYC Risk Platform
Refinitiv Asia Pte Ltd part of London Stock Exchange Group Plc (LSEG)
05.2019 - 04.2023
Community Operations Specialist l for L2 (Level 2) Escalations and Onboarding Driver Partner process
Uber Center of Excellence LLC Manila COE
05.2016 - 03.2019
Customer Service Representative (eBay Top rated Seller)
Microsourcing Philippines
10.2013 - 01.2015
Order Support Representative (for CISCO products)
Ingram Micro Philippines
08.2011 - 05.2013
Technical Support Representative (Xbox and Windows Live)
TELUS International Philippines
11.2009 - 07.2011
CSR and TSR
Teleperformance
06.2007 - 12.2007
BS - Airline Business Administration
PATTS College of Aeronautics
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