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Work Background
ZaiChargeback and Recoveries Specialist
Jun. 2016Ortigas, Mandaluyong City= Management of day to day Operations Risk and Fraud issues/queries = Responding to slack inquiries relating to Chargeback from customers and operations = In charge of chargeback cancellations, notifications and recoveries = De-escalates situations through the proposal of win-win solutions for both parties = Acting as an information source and assisting CSR's in resolving issues of the customers in relation to fraud transactions = Reports directly to the Chargeback and Recoveries Manager
LBC XManager - Merchant Relations
Jun. 2013 - Dec. 2015Ortigas, Mandaluyong City, Philippines= Managing and directing the daily activities of Merchants = Supervising, planning, and managing functions concerned to Site Development = Acting as an information source and assisting Merchants on resolving issues = Attending, following up and resolving Merchants complaints and questions = Communicating solutions, successes, and opportunities to Merchants = Practicing and ensuring compliance with that of all the organization’s policies and procedures = Handles and resolves merchants’ inquiries via email & chat = De-escalates situations through proposal of win-win solutions to both parties = Reports directly to the Department Head
MultiplyCustomer Experience Specialist
Sep. 2012 - May. 2013Ortigas, Pasig City, Philippines= Handles verification of Credit Card payments to prevent fraudulent transactions = Processes payment reversal requests from buyers’ or merchants’ requests = Responds to Credit Card charge-back disputes = Generates weekly report for Credit Card transactions = Handles and resolves buyers’ and merchants’ inquiries via email and by de-escalating situations through proposal of win-win solutions to both parties = Reports directly to the Department Head
StarTekOperations Supervisor
Feb. 2010 - Sep. 2012Ortigas, Pasig City, Philippines= Managing and directing the daily activities of Customer Service Representatives (CSR) = Supervising, planning, and managing functions concerned to Floor Operations = Carrying out supervision, call monitoring, coaching, training, disciplining, and reviewing all agents = Acting as an information source and assisting CSR's on resolving issues of the customers = Attending, following up and resolving customer complaints and questions = Ensuring that the team members acquire the appropriate support and training to apply the best skills and knowledge on the job = Carrying out performance measurement, monitoring, and evaluation of all agents and operators to improve the efficiency = Preparing and directing schedules, monitoring attendance of operators, scheduling breaks and shifts as necessary = Communicating solutions, successes, and opportunities to the Operations Manager = Practicing and ensuring compliance with that of all the organization’s policies and procedures
APAC Customer ServicesCSR & Billing Specialist
Feb. 2008 - Feb. 2010Cubao, Quezon CIty, Philippines= Professionally handle high volume incoming inquiries from customers, clients, products and services = Thoroughly and efficiently gather customer information, assess and fulfil customer needs and educate customer where applicable regarding products and services listed above = Resolve customer issues via one call resolution guidelines and/or escalated process = Continuously evaluate and identify opportunities to drive process improvements that positively impact our client and its customers = Responsible for call disposition or compiling
NCOOutbound Collections Specialist
Jul. 2007 - Dec. 2007Quezon City, Philippines= Monitors account activity for payments, contractual adjustments, and balance accuracy = Establishing payment arrangements with customers and perform outbound collections calls = Call customer(s) about late payments or accounts receivable = Negotiate for repayment deadlines and restructuring of loan schedule = Track the payment and send Reminder calls if necessary or cut off the service in some cases = Collection of late fees if required = Drafting of reports and files for accounting purposes
iQorOutbound Collections Specialist
Oct. 2005 - Jul. 2007Makati City, Philippines= Monitors account activity for payments, contractual adjustments, and balance accuracy = Establishing payment arrangements with customers and perform outbound collections calls = Call customer(s) about late payments or accounts receivable = Negotiate for repayment deadlines and restructuring of loan schedule = Track the payment and send Reminder calls if necessary or cut off the service in some cases = Collection of late fees if required = Drafting of reports and files for accounting purposes
Access Call Solutions Inc.Team Lead Verifier
Oct. 2004 - Sep. 2005Makati City, Philippines= Involves in direct line management of a team of Telesales operatives across all performance indicators, both financial and behavioral = Ensures the team and therefore business remain compliant in line with business, industry and regulatory standards = Ownership of all Sales and Revenue targets attributable to the team and individuals within = Represent the team and business at wider Group meetings, presentations and events = Effective complaint handling and issue resolution both internal and external
Compass Internet Inc.Sales Agent
Mar. 2004 - Sep. 2004Pasig City, Philippines
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