Erlyn Alinea
Client Services Coordinator at Trident Financial Group- Claim this Profile
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English Professional working proficiency
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Filipino Native or bilingual proficiency
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Bikol Native or bilingual proficiency
Topline Score
Bio
Michael Matt Aranda
I worked with Erlyn for 2 years in a BPO industry. She is a fast learner with a keen sight on procedures. She can finish the task in a timely manner and can be easily train for new/other skills.
Michael Matt Aranda
I worked with Erlyn for 2 years in a BPO industry. She is a fast learner with a keen sight on procedures. She can finish the task in a timely manner and can be easily train for new/other skills.
Michael Matt Aranda
I worked with Erlyn for 2 years in a BPO industry. She is a fast learner with a keen sight on procedures. She can finish the task in a timely manner and can be easily train for new/other skills.
Michael Matt Aranda
I worked with Erlyn for 2 years in a BPO industry. She is a fast learner with a keen sight on procedures. She can finish the task in a timely manner and can be easily train for new/other skills.
Credentials
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Microsoft Certified Application Specialist: Using Microsoft Office Excel 2007
MicrosoftDec, 2010- Nov, 2024 -
Xero Advisor Certification
XeroNov, 2022- Nov, 2024 -
QuickBooks Certification
QuickBooksNov, 2022- Nov, 2024
Experience
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Trident Financial Group
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Australia
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Financial Services
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1 - 100 Employee
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Client Services Coordinator
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Apr 2023 - Present
» Correspondence and communication with clients » Liaison with tax department as required (ie. ATO, ASIC, SRO, etc.) » ASIC lodgement » ATO lodgement » Entity registration, deregistration together with other tax registrations » Preparing and collating of documents » Database management through the CRM » Job queries follow ups » Managing appointment bookings and rescheduling » Basic bookkeeping » Accurate data entry of accounting information » Assisting with preparation of client accounting reports including formatting and data entry » Invoicing and collecting payments » Electronically filing » Assisting the overall team with accounting duties when required » Developing and implementing new administrative systems » Adhoc administrative duties as required. Show less
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Xpress Loans 911
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United States
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Financial Services
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1 - 100 Employee
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Loan Opener
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Jun 2022 - Nov 2022
Specialization: US Commercial Mortgage Loan Origination/Processing » Collected and ensured that financial documents are in order. This included confirming that the correct documents are present and contain the accurate information needed for the underwriter and compiling documentation that includes tax returns, W-2s, salary income, proof of insurance, bank statements and evidence of assets and debts. » Ordered and examined borrower’s credit reports by looking for any inaccuracies, late payments and collections. From there, collected letters of explanation from them for further understanding and looked to see how they’ve handled paying past bills to confirm they’ll be able to pay off future mortgage payments. » Kept track of certain deadlines of borrower’s mortgage application timeline to ensure they close on their property on time and avoid any unnecessary fees. The timeline included finding a property and making an offer, the property appraisal and completing the mortgage underwriting and final loan. » Worked directly with the underwriter to finalize the application process. Transitioned all of the correct compiled loan documentation to the underwriter for final approval. Show less
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Citi
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United States
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Financial Services
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700 & Above Employee
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Quality Assurance Officer
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May 2018 - Aug 2022
CITI US Retail Bank Centralized MonitoringSpecialization: Retail Bank, CitiWires, Centralized Disputes, Sales Governance » Quality Monitoring Review and Reporting – Entailed a review of the call/e-mail quality performance of CitiPhone covering accuracy, compliance, soft skills and sales management as a leading indicator of Customer Satisfaction and Loyalty Measure. » Complaints and Fraud Review – Entailed validation of complaints and fraud cases received by CitiPhone for the purpose of performance management, gap analysis, training and/or process improvement. » Quality Sessions and Calibrations » Training and Development – Identified and participated in self-developmental trainings; organized training/up-training on all programs monitored, applications, and skills for staff necessary to their job description as well as career development; and identified training gaps and provided appropriate recommendations. Show less
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Billing Disputes Specialist
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Sep 2016 - May 2018
CITI US Retail Bank Centralized Disputes Unit» Performed complaints capture and disputes resolution via phone (inbound and outbound) and chat.
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Customer Service Representative
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Apr 2015 - Sep 2016
US CitiPhoneSpecialization: Retail Bank » Delivered customer satisfaction and problem resolution for existing and new-to-bank customers.
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TTEC
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United States
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Outsourcing and Offshoring Consulting
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700 & Above Employee
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Customer Service Representative
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Dec 2013 - Mar 2015
Telstra Specialization: Residential Billing » Handled billing queries, complaints, disputes and requests from Telstra residential customers by providing detailed product information; documented complaints cases and provided all possible options in order for the customer to have the product that suits their needs. Telstra Specialization: Residential Billing » Handled billing queries, complaints, disputes and requests from Telstra residential customers by providing detailed product information; documented complaints cases and provided all possible options in order for the customer to have the product that suits their needs.
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Citi
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United States
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Financial Services
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700 & Above Employee
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Quality Assurance Team Lead
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Jul 2010 - Mar 2011
CitiPhone Australia » Performed checking functions and all other compliance and/or audit-related roles and responsibilities. » Performed relief functions in the absence of the Quality Assurance Manager.
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Quality Assurance Officer
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Nov 2007 - Jul 2010
CitiPhone Australia Specializations: General Cards (Citibank, CardServices, Bank of Queensland and Virgin Money Australia), Wealth, Activations, Blended Telesales and Email » Quality Monitoring Review and Reporting » Complaints and Fraud Review » CPO Coaching, Quality Sessions and Calibration » Training and Development
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Customer Service Representative
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Jan 2006 - Nov 2007
CitiPhone Australia Specializations: Sales – Outbound and Inbound, Outbound Card Activation, Survey/Service – Propensity To Attrite » Prepared sales and attendance reports and coordinated with Sales Management Team for any sales-related concerns and disputes. » Co-facilitated new products and/or refresher training in Blended Telesales Unit. » Assisted the Team Leader in maintaining the team’s high level of sales and quality performance by providing coaching sessions and feedback, documenting results, counseling, floor-walking and mentoring, taking escalated calls and delegating work when necessary. » Delivered voice of customer feedback to the client to improve overall service. » Delivered insight on how to improve on and participated in focus group discussions, meetings, ongoing training and other activities related to improving overall customer satisfaction. » Delivered customer satisfaction and problem resolution for existing and new-to-bank customers. » Adhered to client call-handling protocol and procedures and interfaced with customers through the phone in a courteous, empathetic and professional manner. » Resolved customer needs, concerns and problems; educated the customer on detailed product information; and documented customer cases. » Observed proper call escalation, call transfer and redirection of customer concerns. Show less
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Education
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1994 - 1998
Sorsogon State University
High School Diploma -
1998 -
Technological Institute of the Philippines
Bachelor of Science, Accountancy
Community
