JOY V. ENCINAS

# ** ******** ****. ******* ********** City

Contact # 090******** email: actg2v@r.postjobfree.com

Qualification

Field of Study : Accountancy

University: De La Salle Araneta University, Philippines

Skills: Billing and Collection, Customer Service, Bookkeeping, Knowledgeable in Computer, Telemarketing and Marketing.

Experience

Company Name: Transcom

Position Title : Collection and Billing Analyst TALK TALK-RESIDENTIAL

Duration : May 2014- PRESENT

Company Name: Transcom

Position Title : Customer Account Executive Freedom-Billing -COMCAST

Duration : August 2013- May 2014

Company Name: Transcom

Position Title : Customer Account Executive New England- Collections- COMCAST

Duration : August 2012- August 2013

• Provides exceptional customer service to the customer, handling phone calls without sacrificing customer service, while achieving the stated goals.

• Deal with customers diligently, courteously and professionally while collecting payments.

• Negotiate payment plans.

• Respond to customer inquiries.

• Persuade customers diligently to pay past due amounts.

• Retain customer loyalty while initiating processes for collection of payments.

• Maintain and update record of customers from whom collections are made.

• Explain and Analyze customer billing concerns.

Company Name: World Online Biz Pages Advertisement / PRAETECH INC.

Position Title : Training and Quality Coordinator / Team Leader

Duration : October 2009 - July 2012

• Provides training, coaching, feedback and assistance to call center representatives to make sure they understand new policies and procedures for quality.

• Helps call center representative use the most effective and efficient means for handling phone calls without sacrificing customer service, while achieving the stated goals.

• Participates in design of call monitoring formats and quality standards.

• Performs call monitoring and provides trend data to site management team.

• Uses quality monitoring data management system to compile and track performance at team and individual level.

• Monitors email customer contacts.

• Participates in customer and client listening programs to identify customer needs and expectations.

• Provides actionable data to various internal support groups as needed.

• Coordinates and facilitates call calibration sessions for call center staff.

• Provides feedback to call center team leaders and managers.

• Prepares and analyzes internal and external quality reports for management staff review.

• Create an environment oriented to trust, open communication, creative thinking, and cohesive team effort

• Provide the team with a vision of the project objectives

• Motivate and inspire team members

• Lead by setting a good example (role model) - behaviour consistent with words

• Coach and help develop team members; help resolve dysfunctional behaviour

• Facilitate problem solving and collaboration

• Strive for team consensus and win-win agreements

• Ensure discussions and decisions lead toward closure

• Maintain healthy group dynamics

• Intervene when necessary to aid the group in resolving issues

• Assure that the team members have the necessary education and training to effectively participate on the team

• Encourage creativity, risk-taking, and constant improvement

• Recognize and celebrate team and team member accomplishments and exceptional performance

Company Name: Magiclean Corporation

Position Title : Marketing Assistant (Project Based)

Duration : May 2009- October 2009

• Research new markets

•Determine new market channels

•Contact follow-ups on sales prospects

• Coordinate with marketing groups to facilitate functions

• Provide status reports to management

• Perform general clerical duties

• Maintain electronic filing systems.

• Setup and coordinate meetings

• Support staff in assigned projects

Company Name: ONE GLOBAL CONTACT CENTER

Position Title : Closer/ Assistant Team Leader

Duration : May 2006 - Jan 2008

•Closing deals of agents and monitoring agent’s performance and needs for development.

• Appointment setting on vacation ownership.

•Good team player and Multitasking capabilities.

• Proven initiative and ability to supervise agents and motivate them to reach their goals.

• Ability to address customer needs and close deals for agents.

• Generate revenue from timeshare and vacation ownership customers.

Contact this candidate