Customer Service Representative
Resume:
CAROLINE F. MILANO
SITIO MANGGAHAN PILAPILA BINANGONAN,RIZAL
EMAIL: ********.**********@*****.***.**
Cellphone: 092********
OBJECTIVE
Looking for a better opportunity that will help me develop my knowledge and skills in reaching my goals and advancing my career. To share my expertise for the company’s success and to learn more to become better.
EXPERIENCE
November 2009– April 2016 Metrobank Card Corp.
Collections Specialist (Hardcore)
● Performs collection activities (60-89 days) past due accounts. Responsible for the achievement of set targets and productivity standards collectively with other team members and compliance with policies and procedures.
● Conduct telephone calls to follow up payment from delinquent cardholders.
● Negotiate restructuring of delinquent accounts, evaluate payment proposals beyond existing guidelines and recommend approval/disapproval of request.
● Initiate/recommend accounts for set-off of outstanding balance from deposits from the company and/or its subsidiaries.
● Detect and block fraud accounts at an early stage to prevent further usage and report the case to immediate supervisor.
● Recommend accounts for early referral to collection agencies.
● Address various customer issue
●Doing customer service tasks by assisting the clients regarding their inquiries and complaints; requests reversal of charges,change of billing address and other customer service related functions;endorsing uncontacted accounts for possible skiptracing,sms and email.
● Was also tasked to do inbound calls whenever needed.
● Control delinquency of Hardcore accounts within set standards.
●Minimize risk and credit losses.
●Perform other functions that may be assigned from time to time.
Collections Associate (Midrange)
August 2009 – October 2009
● Performs collection activities (30-59days) past due accounts. Responsible for the achievement of set targets and productivity standards collectively with other team members and compliance with policies and procedures.
● Conduct telephone calls to follow up payment from cardholders.
● Negotiate restructuring of delinquent accounts, evaluate payment proposals beyond existing guidelines and recommend approval/disapproval of request.
● Detect and block fraud accounts at an early stage to prevent further usage and report the case to immediate supervisor.
● Recommend accounts for early referral to collection agencies.
● Address various customer issue
●Doing customer service tasks by assisting the clients regarding their inquiries and complaints; requests reversal of charges,change of billing address and other customer service related functions;endorsing uncontacted accounts for possible skiptracing,sms and email.
Collections Associate (Frontend)
January 2005 – August 2009
● Performs collection activities (0-29) past due accounts. Responsible for the achievement of set targets and productivity standards collectively with other team members and compliance with policies and procedures.
● Conduct telephone calls to follow up payment from delinquent cardholders.
● Recommend accounts for early referral to collection agencies.
● Address various customer issue
●Doing customer service tasks by assisting the clients regarding their inquiries and complaints; requests reversal of charges,change of billing address and other customer service related functions;endorsing uncontacted accounts for possible skiptracing,sms and email.
● Was able to be a team marshall.
May2004–October2004 Standard Chartered Bank
Customer Service Representative
Providing service by assisting and orienting the clients regarding their inquiries and complaints through phone.
Doing requests such as reversal of charges,change of billing address,sending statements of account via fax or letter,doing certificate of cancellation,endorsing the clients to respective units and to officer in charge and providing other customer related tasks.
EDUCATION
TERTIARY: 1999-2003 Adamson University
Bachelor of Arts in Mass Communications
SECONDARY: 1995-1999 Binagonan Catholic College
PRIMARY: 1988-1991 Tambo Elementary School
1991-1995Sta. Ursula Parish School
OTHER COURSE: Voice and Performing Arts
Center for Arts Foundation Inc
SKILLS
Proficient in Microsoft Word, Excel and PowerPoint.
LANGUAGES
Filipino and English
TRAININGS AND SEMINARS ATTENDED
●Cards 101, Collection Skils Training, Telephone Skills, Anti Money Laundering, Fraud, Dispute, Stress Management, Commmunication Skills Booster, Service Attitude Program organized by MCC Training and Engagement
● How to Find Joy at Work conducted by Jon Escoto a Senior Corporate Training Consultant
● Financial Awarenes conducted by Randell Tiongson Financial Educator and Columnist at MCC Center
● KaChink: How To Retire Before The Age of 50 conducted by Chinkee Tan (Wealth Coach) held At Metro Tent last June 20, 2015
●“The Judicial Crises in the Administation in the Economic & Political Implications”
● Seminar on Pr and Advertising by Prof. Charlie Agatep
● 3 months training on “American Accent Course” conducted by JSK
CHARACTER REFERENCES
Angelo Ringel
Vendor Relationships Manager
Metrobank Card Corporation
Emily Tayamin
Section Head
AMWSLAI
Margarette Ann Mercado Cruz
Entrepreneur
Former Collections Supervisor/Hardcore
Metrobank Card Corporation
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