Experience

EXCELLENCE-SOLUTIONS LIMITED

• United Kingdom
• Education Administration Programs
• 1 - 100 Employee

• Learner Support Officer

  • Sep 2019 - Present

  Excellence-Solutions Limited is a group of excellent training provisions. We have been serving people with a dream and vision for many years now. We are passionate about finding innovative solutions so anyone could turn their dreams into reality. Our purpose is to provide training and education to everyone by making it effortlessly convenient to anyone with a desire to succeed. -lead calling, Collate and distribute e-mail, process documents for enrolment, assessing eligibility for free funding learners, Show less



Transmedd Medical Services Inc.

• United States
• Outsourcing/Offshoring
• 1 - 100 Employee

• Bookkeeper

  • Jul 2017 - Mar 2019

  Set up and maintain QuickBooks account. Handle client’s daily finances and bank accounts. Make calls for client’s request and financial engagement. Research. Handle AP/AR. Prepare bank reconciliations. Work with client’s US Accountant. Other Adhoc. Set up and maintain QuickBooks account. Handle client’s daily finances and bank accounts. Make calls for client’s request and financial engagement. Research. Handle AP/AR. Prepare bank reconciliations. Work with client’s US Accountant. Other Adhoc.



SYKES Philippines

• Philippines
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Business Banking Team Manager

  • Jun 2017 - 2017

  Manages 14 Business Banking Administrators that process all payment transaction within the scope of business banking. The team executes request of withdrawals via but not limited to: RTGS, Manual Overnight Payments, Cheques, Banks, Direct Debits, Batching and International Telegraphic Transfer. The team also performs Investigations, Fees and Adjustments, Maintenance and Assessments. • Train all new hire employees of product specific information and processes on live systems. • Meet with the clients over the phone and video conference every week or as often as necessary for process updates, quality reports, productivity, attendance, attrition and/or other system issues. • Handle questions or escalations from the staff on duty. • Authenticate or sign-off crucial data or request received. • Make sure that all payments requests are performed in a timely manner. • Validate error reports for calibrated quality score. • Coach the staff real-time for detected sensitive errors and in weekly basis for their weekly performance evaluation. • Create staff’s monthly and yearly scorecards/evaluation based on the program’s metrics. • Conduct assessment in the current processes for process improvement. • Act as a POC (between Sykes and AU IT clients) for whole program’s credentials request for creation and testing and any other IT-related issues Sykes team encounter. Show less



SYKES Philippines

• Philippines
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Team Manager - Bank Reconciliations

  • Nov 2012 - Sep 2015

  Manages one team of Bank Reconciliations Analysts and Administrators that ensures all financial transactions of all products of different superannuation and investment portfolios have been processed accurately and in timely manner and any discrepancies will be reported to the proper management; and make sure that the organization meets its financial obligations of our customers as well as relevant regulatory requirements.• Handle 12 Reconciliations Analysts to deliver their role properly and to help them meet/exceeds clients’ expectations. • Train all new hire employees of product specific information and processes on live systems.• Prepare all systems and log-ins of the staff for production.• Meet with the clients over the phone and video conference every week or as often as necessary for process updates, quality reports, productivity, attendance, attrition and/or other system issues.• Handle questions or escalations from the staff on duty.• Authenticate or sign-off crucial data or request received.• Make sure that all items are reconciled and all reconciling items are sent to follow-up to be cleared as soon as possible.• Validate error reports for calibrated quality score.• Coach the staff real-time for detected sensitive errors and in weekly basis for their weekly performance evaluation.• Create staff’s monthly and yearly scorecards/evaluation based on the program’s metrics.• Conduct training or process update in a timely manner.• Complete some complicated reconciliation tasks every day.• Cross check and confirm all completed reconciliations tasks by the staff are accurate and have met SLAs. Show less

• Team Manager - Bank Deposit

  • Mar 2012 - Oct 2012

  Staff duties and responsibilities: • Identify valid or legitimate cheques, remittance advise, rollover forms, worktest forms and tax deduction notice.• Accountable for banking initial or additional funds of the clients in a timely manner.• Responsible in banking all types of client’s contributions, superannuation contributions and rollovers received by cheque.• In charge of handling third party cheques and idenitify if it has met business rules.• To confirm all superannuation contributions that have been sent electronically in the bank account.• Send request to the Sydney Call Center for necessary follow-up or call request to the client or to the adiser for any outstanding items or pending items that need to be cleared or documents need to complte any given request.• Show less

• Product Trainer - Loss and Collections

  • Jul 2009 - Feb 2012

  Product Trainer – Loss and Collections• Develop and organizetraining materials, audiovisual, documentation and training procedures in accordance with client training standards and policies.• Ensure that all training materials are updated and distributed within the phone center.• Facilitate product trainings/up-training/cross-training to new hire and internal employees.• Conduct State Compliance and Regulation to all employees.• Communicate with clients for weekly updates, calibrations and any product-related issues.• Generate daily/weekly training activities and reports.• Communicate and worked with internal operations and client services personnel to accomplish project goals.• Provide feedback regarding customer issues or concerns with documentation, or training requirements.• Provide internal monitoring & coaching sessions for the programs to ensure effective start-up of new programs, and new Collectors/CSR.• Work with Client Services group to address customer complaints but providing feedback and action plans.• Support internal operation on their special training requests. Show less



Sykes Marketing Services, Inc.

• 3/F Worldwide Corporate Center Shaw Blvd., Mandaluyong City

• Loan Customer Care Specialist - Car Lease and Retail

  • Oct 2007 - Jul 2009

  • Take inbound and outbound calls. • Provide professional and efficient customer service to the consumers. • Present most logical and accurate solutions on consumers concerns. • Make sure all processes are being carried out properly with the company’s rules and with state guidelines and regulations. • Take inbound and outbound calls. • Provide professional and efficient customer service to the consumers. • Present most logical and accurate solutions on consumers concerns. • Make sure all processes are being carried out properly with the company’s rules and with state guidelines and regulations.