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  "basics": {
    "name": "Arjay Figueroa",
    "label": "Shift Manager",
    "summary": "Experienced retail and customer service leader with over 13 years of success across retail management, financial services, fraud prevention, and customer support. Currently working as a Shift Manager with Greggs, leading teams in a fast-paced retail environment while delivering excellent customer service, driving sales performance and maintaining high operational standards. Recognized for building motivated teams, solving problems under pressure and creating a positive customer service experience. A reliable and adaptable professional.",
    "location": "London, UK"
  },
  "work": [
    {
      "company": "iQor Philippines",
      "position": "Customer Service Representative",
      "location": "Philippines",
      "startDate": "2011-08",
      "endDate": "2013-07",
      "highlights": [
        "Supported customers with billing, account management and service enquiries.",
        "Resolved issues efficiently while maintaining excellent customer service standards."
      ]
    },
    {
      "company": "Sutherland Global Services (AT&T)",
      "position": "Customer Service & Sales Representative",
      "location": "Clark, Philippines",
      "startDate": "2013-08",
      "endDate": "2016-09",
      "highlights": [
        "Provided technical support and account assistance to customers.",
        "Recommended products and services based on customer needs.",
        "Achieved individual sales and customer satisfaction targets."
      ]
    },
    {
      "company": "Concentrix",
      "position": "FRAUD ANALYST & CUSTOMER SERVICE CITIBANK NA",
      "location": "Clark, Philippines",
      "startDate": "2016-09",
      "endDate": "2021-09",
      "highlights": [
        "Investigated potentially fraudulent transactions and protected customer accounts.",
        "Analysed account activity to minimise financial risk",
        "Provided excellent customer service and supported clients with",
        "fraud-related concerns.",
        "Delivered sensitive customer support while adhering to strict compliance procedures.",
        "Consistently met quality and productivity targets in a regulated environment."
      ]
    },
    {
      "company": "Ebay UK (Teletech)",
      "position": "CUSTOMER SERVICE ASSOCIATE EBAY UK",
      "location": "London, UK",
      "startDate": "2022-07",
      "endDate": "2023-01",
      "highlights": [
        "Provided exceptional customer support through telephone and online channels",
        "Resolved account, delivery, and payment inquiries with efficiency and accuracy",
        "Sustained high customer satisfaction by employing effective problem-solving techniques",
        "Achieved demanding performance and quality targets through dedicated effort"
      ]
    },
    {
      "company": "Greggs PLC",
      "position": "Shift Manager",
      "location": "London, UK",
      "startDate": "2023-03",
      "current": true,
      "highlights": [
        "Lead day-to-day operations in a busy, high-volume retail environment.",
        "Supervise, motivate and develop team members to deliver exceptional customer service.",
        "Ensure compliance with food safety, health and safety, and company policies.",
        "Manage cash reconciliation, banking procedures and stock control.",
        "Monitor sales performance and support the team in achieving store targets.",
        "Handle customer concerns professionally, resolving issues quickly while maintaining high service standards.",
        "Support recruitment, onboarding and coaching of new colleagues.",
        "Maintain excellent store presentation and operational efficiency throughout each shift."
      ]
    }
  ],
  "education": [
    {
      "institution": "Asian Institute of Science and Technology",
      "degree": "Associate Degree",
      "field": "Computer Science",
      "startDate": "2008",
      "endDate": "2010"
    }
  ],
  "skills": [
    "Team Leadership & Staff development",
    "Retail Operations",
    "Customer service Excellence",
    "Performance Management",
    "KPI and Sales Performance",
    "Compliant Resolution",
    "Microsoft Office"
  ],
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      "Microsoft Office"
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    "yearsOfExperience": 15,
    "seniority": "lead",
    "highestEducation": "Associate's"
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