2002
B.S. Office Administration Major in Office Management
De La Salle University-Dasmariñas, Dasmariñas, Cavite
Who am I?
I am a versatile administrative and financial support professional with experience in multiple roles across various sectors:
Financial & Administrative Support: I manage daily financial transactions, prepare reports such as cash flow and disbursements, and monitor employee loans and shareholder updates. I assist with tracking time records, maintaining accurate data, and providing communication support, ensuring smooth operations for executives.
General Office Support: I handle office duties like telephone support, managing mail, filing documents, and preparing confidential reports and meeting minutes. I maintain an efficient workflow, monitor customer financial transactions, and ensure tasks are completed in a fast-paced environment.
Healthcare Administrative Support: I assist in preparing medicine orders, manage inventory, and handle various administrative tasks. I support patient admissions, help with room reservations, and ensure exceptional customer service, facilitating smooth patient experiences and coordinating with medical staff.
Sales Support: I assist with product quotations, cost analysis, and sales reporting. I monitor sales performance, prepare cost data, and provide clerical support for the sales team. Additionally, I coordinate with departments and manage sales-related documents and inquiries.
Customer Service & Credit Support: I focus on resolution, account management, and customer care. I resolve transaction issues, process refunds, and manage billing inquiries while ensuring customer satisfaction and confidentiality.
In all these roles, I provide high-quality administrative, financial, and customer support while maintaining accuracy, efficiency, and excellent service.
My Skills and Competencies
Social Media Management
Data Entry
Content Creator
Bookkeeping
Certificates
My Experience and Education
2013
-
2024
Capital One Philippines Support Services Corp.
(Senior Operations Representative Credit Bureaus Disputes / Non-Voice Operations)
* Processed investigations for Capital One customers disputing report sent to the Credit Reporting Agencies (CRAs).
* Handled incoming disputes from customer to resolve issues on credit bureaus scores and assisted in updating accurate information.
* Cross-trained to handle indirect and direct credit bureaus disputes.
Senior Operations Representative
Real-Time Fulfillment / Non-Voice Operations
* Utilized 24/7 chat tool to assist and provide horizontal support to Capital One Front-Line Associates (FLAs) through inbound chats.
* Reviewed account-related requests from cardholders and processed eligible requests such as: releasing pending payments, faxing urgent letters to lenders, faxing/mail copies of monthly statements, refunding ACH payments, converting vanity plastic styles to flagship or high-contrast cards, remediating misapplied states coding, removing power-of-attorney on accounts, waiving fees, processing transaction disputes, stopping and reissuing secured card account check deposits, and setting purchase and cash limits for account authorized users
Senior Operations Representative
Application Phone Chanel/Application Service Group
* Processed secured/unsecured credit card applications over the phone.
* Assisted customer with application inquiries.
* Reviewed application status and declined applications with customer.
* Processed withdrawals/cancellations.
* Updated/Reviewed application information.
* Processed secured card deposits.
* Handled lost and stolen card issues for cards not received.
* Issued and activated credit cards.
* Performed other duties as required.
Senior Operations Representative
Card Support Center/Transaction Support Center (Fraud Disputes)
* Researched and resolved customer billing inquiries regarding merchant disputes.
* Identified whether a charge/transaction was fraud or dispute.
* Processed and submitted chargebacks to merchants after the investigation.
* Maintained customer satisfaction and reduced losses to the bank.
* Communicated effectively and efficiently with internal and external customers.
* Resolved basic customer questions, complaints, and requests.
* Assisted other team members and team leader as needed.
2011
-
2013
HSBC Electronic Data Processing Phils., Inc.
(Customer Support Representative)
* Received customer calls in a call center environment.
* Provided exceptional service through phone interaction with customers, focusing on resolving requests efficiently, accurately, professionally, and courteously to build customer loyalty.
* Consistently provided high-quality service to achieve maximum customer satisfaction within specified performance level agreements.
* Responsible for relationship building and account management while resolving customer inquiries in a professional manner.
* Took ownership and initiative to complete necessary research and customer follow-up or directed customers to the appropriate department for resolution.
* Achieved individual targets and/or sales goals while maintaining quality and compliance.
2009
-
2010
Aegis People Support Inc.
(Customer Service Representative Orbitz/Cheaptickets (Travel Account))
* Provided comprehensive and quality customer care at all times by resolving customer issues within the scope of support.
* Applied learned knowledge and procedures when servicing customer queries.
* Communicated effectively and efficiently with internal and external customers.
* Ensured customer satisfaction in all transactions.
* Utilized available tools to research resolutions for customer issues.
* Ensured validity and confidentiality of client/customer information.
* Strictly followed procedures and requirements outlined in addressing customer issues/requests.
* Improved quality standards continuously.
* Performed other duties as assigned.
2008
-
2008
Convergys -Alabang
(Customer Service Representative Sprint (Telecommunications Account))
* Received and handled routine inbound customer telephone calls.
* Greeted customers and established rapport.
* Collected and entered relevant customer information (e.g., name, mobile number, and account access information).
* Listened to customers’ explanations to understand the reason for their call.
* Asked customers questions to determine the specific purpose of their call.
* Used available computer systems and/or online applications to access information needed to assist customers.
* Determined a course of action based on available information to resolve customer issues.
* Referred customers to the appropriate party if required to resolve their issue.
* Informed customers of the actions taken to resolve their call.
* Took steps to ensure customers were satisfied with the resolution and asked for additional service requests.
* Resolved basic customer questions, complaints, and requests.
* Followed up as required after calls to execute agreed-upon actions.
* Documented pertinent facts surrounding customer calls in the computer system to maintain accurate account history.
* Assisted other team members and supervisors as needed.
2007
-
2007
LGTM Corp. Paradise Garden
(Accounting Assistant)
* Assisted in the documentation of all company records.
* Ensured efficient and safe filing of company documents/records.
* Received payments in cash or check from buyers and issued corresponding official receipts.
* Received daily collection reports and remittances from mobile collectors.
* Prepared daily collection reports.
* Managed petty cash fund from marketing collections.
* Ensured timely liquidation of expenses and reimbursements.
* Operated computers to enter data into spreadsheets and/or databases.
* Operated office equipment such as photocopiers, fax machines, etc.
* Resolved problems, mediated disputes, and handled customer complaints.
* Performed other administrative/clerical functions as required.
2003
-
2003
De La Salle University Medical Center
(Data Encoder)
* Assisted the Chief Pharmacist in preparing various reports.
* Received telephone inquiries.
* Encoded admitted patient daily medicine orders.
* Responsible for disseminating memos/letters and other documents across departments.
* Assisted in monthly inventory.
* Counter-checked and encoded inventory tally sheets.
* Performed other administrative/clerical functions as required by the superior.
* Performed other duties as assigned by the Director and/or Chief Pharmacist.
2003
-
2003
De La Salle University Medical Center
(-Admitting Clerk)
* Received calls/inquiries regarding room reservations, prices, etc.
* Assisted patients/relatives in choosing rooms based on availability or doctor's assignment.
* Explained/discussed necessary information to help patients/relatives regarding their stay at the institution.
* Accompanied patients/relatives to their rooms and endorsed them to the nurse on duty.
* Monitored available rooms and admitted patients.
* Responsible for customer service, ensuring that customer needs were met.
* Performed other duties as assigned.
2002
-
2003
Integrated J.P.K. Tourist Transport Service Corp.
(Secretary)
* Responsible for general administrative duties, including telephone support and management of internal and external mail.
* Prepared confidential reports, meeting minutes, memos, and other pertinent reports.
* Maintained confidential client details in an up-to-date filing system.
* Demonstrated the ability to maintain composure and work efficiently in a fast-paced, pressured environment.
* Filed all office documents.
* Monitored daily transactions (e.g., in-and-out customer activities).
* Received telephone inquiries.
* Responsible for preparing daily cash advances, timekeeping, etc.
* Monitored customers' monthly amortizations and other balances.
* Performed other duties as assigned.
1999
-
2000
San Miguel Yamamura Multi-Purpose Cooperative
(Clerk / Data Encoder)
* Prepared cash flows, vouchers, checks, etc.
* Monitored daily transactions, including employees' loans, withdrawals, and new shareholders.
* Prepared various reports, such as daily disbursements and cash on hand.
* Responded to shareholder inquiries.
* Monitored employee time records, SSS, Pag-ibig, and other contributions.
* Disseminated memos and letters.
* Assisted the Chairman/Directors with their daily activities.
* Perform data entry tasks within the required time frame while maintaining accuracy and quality
1998
-
1998
Chowking Food Corporation
(Telemarketer/Cashier)
* Handle customer transactions using cash, credit/debit cards, or other payment methods.
* Accurately scan items, calculate totals, and provide change or receipts to customers.
* Greet customers, address inquiries, and resolve any issues that may arise during the transaction.
* Ensure that the cash drawer is balanced at the beginning and end of each shift and report discrepancies.
* Keep the checkout area clean and organized.
* Process returns or exchanges as per company policy and handle related transactions.
* Inform customers about current sales, promotions, or loyalty programs.
* Occasionally assist with inventory checks or stock replenishment.
My Services
Bookkeeper
Manage and organize financial records, update them, and handle bookkeeping tasks using online tools and software.
Data Entry
Assist in inputs, updates, organizes, and manages data in systems, spreadsheets, and CRMs.
Customer Service Representative
Assists customers or clients in resolving issues, answers inquiries, and provides support.
Social Media Management
Analyzing engagement data, identifying trends in customer interaction and planning digital campaigns to build community.
Web Researcher
Search the Internet for information on a wide variety of topics.
Content Creator
Promote companies' products and services by developing copy for websites, social media, marketing materials.