Experience

medvocation

• Ireland
• Staffing and Recruiting
• 300 - 400 Employee

• LinkedIn Researcher

  • Dec 2019 - Present



ANZ

• Australia
• Banking
• 700 & Above Employee

• Late Stage Collections Officer

  • Nov 2015 - Aug 2019

  Responsible for managing delinquent customers accounts (60+ days delinquent) and accurate maintenance for all customer contacts by applying the appropriate ANZ Collections processes and strategies. This entails effective negotiation and management of customer response to design a payment scheme that would accommodate both the customer and bank, agree of the designed payment schedule, and educate them on future payment behaviour.

• Early Stage Collections Officer

  • Mar 2015 - Nov 2015

  Outbound call delinquent customers providing accurate and relevant information which shows an understanding of customer needs and expectations.Negotiate payment arrangements for customers that meets both the customer and banks needs to minimize loss for the bank and help the customer be on top of their finances.



TPG Telecom

• Australia
• Telecommunications
• 700 & Above Employee

• Dealer Account Manager

  • Apr 2013 - Feb 2015

  Responsible for coordinating with all sales and account related concerns of TPG dealers.Responds to all dealers' sales concern via email and phone.Monitors dealers' sales and goal.Processes applications for dealership and training new dealers.Coordinates with dealers promotional materials and product updates.Manages dealer commissions.Processed all other needs of dealers and instructions from management.

• Customer Service Specialist

  • Jul 2012 - Apr 2013

  Responds to customer enquiries and requests via telephone and email in a courteous and professional manner.Resolves customers’ needs, concerns and problems by clarifying issues; determining the cause of the problem; exploring and explaining the best solutions to solve the problem; following up to ensure resolutionLog conversations and maintain customer records by updating account informationContribute to team effort by accomplishing related results as needed.



Stream Global Services

• United States
• Outsourcing/Offshoring
• 700 & Above Employee

• Team Manager / Team Officer-in-Charge

  • Apr 2012 - Jun 2012

  Consistently and effectively monitors and evaluates individual and team performance.Assesses incidents, situations and events, using fact-based analysis in order to resolve deviations, avert potential problems and plan for improvement.

• Manager on Duty / Consultant Support Specialist

  • Feb 2012 - Apr 2012

  Monitors call traffic to meet required call handling, staffing levels on a real-time basis as needed to ensure campaign's KPI's are met.Monitors intra-day scheduling forecast compared to actual volumes and make necessary adjustments throughout the day as required.Pro-actively communicates and follow up with operation to execute all planned and real time activitiesTracks scheduling exceptions including attendance, approved off phone activity or policy violation. Coordinates validation and approval of shift exchanges.



eTelecare Global Solutions

• United States
• Outsourcing/Offshoring
• 300 - 400 Employee

• Technical Support Representative 1-3

  • Apr 2006 - Apr 2012

  Providing effective phone support and owning the customer's issue to resolution Consistently providing the highest Customer Experience possible. Providing effective phone support and owning the customer's issue to resolution Consistently providing the highest Customer Experience possible.



Stream Global Services

• United States
• Outsourcing/Offshoring
• 700 & Above Employee

• Subject Matter Expert / Officer-in-Charge

  • Jan 2007 - Dec 2009

  Provides real-time support to agents Creates processes for SME Selection and Site Calibration Handles technical trainings for bottom-quartile agents to improve performance Effectively monitors and evaluates individual and team performance of new agents Provides real-time support to agents Creates processes for SME Selection and Site Calibration Handles technical trainings for bottom-quartile agents to improve performance Effectively monitors and evaluates individual and team performance of new agents



Department of Justice

• Philippines
• Government Administration
• 700 & Above Employee

• Intern

  • Jan 2004 - Jan 2005

  Works with other employees so that various issues can be discussed and solutions can be found out. Gives information related to any particular issue to the higher officials if it is an unmanageable one Collects statistics and facts so that financial calculations can be done easily. Handles incoming and outgoing correspondence Answers telephones and record messages for all office personnel Update staff records Attends all meetings and compose the official minutes. Works with other employees so that various issues can be discussed and solutions can be found out. Gives information related to any particular issue to the higher officials if it is an unmanageable one Collects statistics and facts so that financial calculations can be done easily. Handles incoming and outgoing correspondence Answers telephones and record messages for all office personnel Update staff records Attends all meetings and compose the official minutes.