2007
B.S. information Technology
Mapua Institute of Technology
Description:
* 14 years of experience in the BPO industry with collections strategy, conflict resolution and negotiations background. Gaining valuable transferable skills in relationship building, strategic planning, and project management.
* Strong track record of quickly learning and adapting in new and complex situations. Eager to leverage a diverse range of talents and skills in a new and engaging professional setting.
* Committed to lifelong learning and personal development.
* I place great importance on my integrity. I understand the worth of any chance presented to me, thus even if my client is located in another country, you can be assured that I will complete the tasks at hand with minimal supervision and with 100% accuracy.
* I believe in genuine obsessive, compulsive, kindness. Be overly polite. Tell people that they look good when they’re having a bad day. Tell someone they look healthy. Let them know that they have the ability to accomplish everything. Humans are fascinating and life shouldn't be taken seriously. So if you cannot laugh at yourself, call me, and will laugh our hearts out together.
My Skills and Competencies
Text and Email Support
General Virtual Assistant
Collections Strategy & Negotiations
Customer Service
Calendar Management
Certificates
My Experience and Education
August 2022
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February 2023
Remote Wellness Academy - Client Coaching Group LLC
(Sales and Calendar Coordinator)
August 2022 - February 2023
* Primary point of contact for rescheduling and following up on potential client appointments, and assisted in coordinating the team's calendar with the Sales Team.
* Disqualified or Approved incoming customer applications by using a grading system.
* Managed the Slack workspace and ensured that all messages (Helpscout and The Client Kit) were responded to by the end of the working day.
* Provided existing and potential clients with billing and product and sales support.
* Uploaded all Zoom recordings and downloaded it on designated Google Drive.
February 2014
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April 2022
Australia and New Zealand Bank Global Services & Operations Manila Inc.
(Senior Collections Officer)
• Resolved customer financial payment concerns on Overdraft, Credit Card, Personal and Home Loan accounts with 60 days to post demand delinquency accounts by setting up payment arrangements making at least 70 to 80 calls per day on both automated and manual dialler. Fielded 110 to 120 calls daily.
• Analyzed financial situations of customers and arranged payment programs within procedural criteria and adjusted fees in accordance with the company policies
• Utilized computer databases, public records, and used skip tracing techniques to locate customers with outstanding debt who relocated overseas.
• Collaborated with the Kaizen Team that encouraged team members to submit initiatives that can help eliminate unnecessary tasks or streamline existing procedures to improve productivity, increase dollars collected and improve efficiency.
September 2007
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December 2013
HSBC Electronic Data Processing Philippines Inc.
(Process Executive)
• Probed on customers' incomes and expenses and input details on the database and determined whether they can make repayments on their charge off credit cards based on their disposable income.
• Reviewed accounts every six months to determine if customers can pay more than their existing payment plan or if they can still afford to pay the agreed arrangement set by the bank. Resolved disputes and ensured that concerns are actioned correctly and all parties are notified.
• Determined whether to decline a Settlement offer from a customer because of a likelihood of a better debt settlement offer in the future and determined which accounts can be written off.
• Conducted courses in navigating the whole system to newly hired employees and tracked quality scores for the team and highlighted wins and opportunities and conducted monthly meetings to discuss what can be done to minimize error.
My Services
Virtual Asssistant
Inbox and calendar management. Scheduling meetings. Making travel arrangements. Online research. Admin Support.
Search Engine Optimization
Marketing professionals who use research and analysis to improve a website's ranking on search engines like Google.
Content Creator
Promotes companies' products and services by developing copy for websites, social media, marketing materials.