Ezel Ryan A.

Experience

• 

  Starbucks

  Sept 2001 - Nov 2002

  Barista

  * Provided the Starbucks “Service Experience” consistently for all customers* Educated and informed the customer about the differences in beans, coffee preparation, and home brewing methods and equipment* Assisted the customer in the selection and purchase of specialty coffee drinks and whole bean sales* Performed equipment maintenance in accordance with preventive maintenance checklist* Followed cash handling and reporting procedures for the store

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  HSBC Electronic Data Processing

  Jul 2007 - Dec 2007

  US Credit Card Support

  * Took calls from HSBC card retailers* Provided extraordinary service through phone interactions with customers, focusing on resolving their requests with an efficient, accurate, professional and courteous manner to create customer loyalty* Generated relationships that lead to sales through conversations with cardmembers, incorporating needs analysis, building rapport, offering advice and overcoming objections

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  Access Worldwide

  Feb 2009 - Aug 2009

  Financial Services Representative

  * Service representative for E*Trade Bank clients* Interacts with customers through phone, answers inquiries or complaints;

• 

  E*TRADE Financial Corporation

  Aug 2009 - Dec 2010

  Financial Services Representative

  * Series 7 and 63 license-holder* Performs as a floor support/product specialist to other agents when business need arises* Responsible for providing customer service and/or e-mail support on behalf of E*TRADE Financial; * Establishes and builds positive relationships with clients; * Responds to customer requests and questions regarding service, products and account information. * Analyzes and rectifies customer concerns using established procedures* Trader certified; able to place stocks, mutual funds, and option orders for clients Show less

• 

  FIXASIA

  Jan 2011 - Dec 2012

  Service Desk Analyst - IT Consultant

  * Handles FIX (Financial Information Exchange) related calls and emails as well as NYSE product customer support* Perform initial triage on faults and service requests referring to other team members when required to resolve problems* Prioritize activity based on the severity of the issue or urgency of the request* Dispatch cases to the appropriate group for support and monitor on-going progress* Escalate tickets to appropriate levels via escalation procedures* Follow up on customer interactions to ensure all items are resolved to our customers satisfaction* Proactively monitor and manage ticket queue and ensure tickets are kept up to date with detailed documentation of actions taken* Record details of any customer complaints and escalate as appropriate Show less

• 

  NYSE Philippines

  Jan 2013 - Sept 2014

  Service Desk Analyst

  * Handles NYSE-related Market Data, SFTI (network) and data center concerns* Handles FIX (Financial Information Exchange) related calls and emails as a technical point of contact* Perform initial triage on faults and service requests referring to other team members when required to resolve problems* Prioritize activity based on the severity of the issue or urgency of the request* Dispatch cases to the appropriate group for support and monitor on-going progress* Escalate tickets to appropriate levels via escalation procedures* Follow up on customer interactions to ensure all items are resolved to our customers satisfaction* Proactively monitor and manage ticket queue and ensure tickets are kept up to date with detailed documentation of actions taken* Record details of any customer complaints and escalate as appropriate Show less

• 

  Ullink

  Oct 2014 - Sept 2020

  * Handles FIX (Financial Information Exchange) related calls and emails as a technical point of contact* Perform initial triage on faults and service requests referring to other team members when required to resolve problems* Prioritize activity based on the severity of the issue or urgency of the request* Dispatch cases to the appropriate group for support and monitor on-going progress* Escalate tickets to appropriate levels via escalation procedures* Follow up on customer interactions to ensure all items are resolved to our customers satisfaction* Proactively monitor and manage ticket queue and ensure tickets are kept up to date with detailed documentation of actions taken* Record details of any customer complaints and escalate as appropriate Show less

  • Senior Service Desk Analyst

    Feb 2017 - Sept 2020

  • Service Desk Analyst

    Oct 2014 - Sept 2020
• 

  NYFIX - now part of Broadridge Trading and Connectivity Solutions

  Aug 2020 - now

  Client Services Manager