Manager Project
Resume:
MARY ROSE ANNE M. BOTE, R.N.
#* *** * *** ** GSIS Hills Rd. 6 Talipapa, Novaliches Q.C.
Mobile number: (092*-***-**-**
Email add: acyagx@r.postjobfree.com
OBJECTIVES
To prove my capabilities, talents and skills by giving all the best that I can, to be an efficient and effective
employee for the benefit of the company and lastly for personality development through exposure to different kinds of work, people, places and events and I believe will contribute much in being a wholesome individual.
Passed the Nursing Licensure Examination last June 1 and 2 year 2008.
PRC License #: 0503026
WORKING EXPERIENCE
METROBANNKCARD CORPORATION
5th floor, TechnoPark Building
Metropolitan Park
D. Macapagal Avenue, Pasay City
Designated as Collections Inbound Specialist. JANUARY 2014 - PRESENT
Responsible for efficient and timely resolution and facilitation of collection related requests, queries and complaints made by internal and external clients received through telephone as well as walk-in clients.
Handle inquiries, requests and complaints of cardholders received thru telephone or walk-in clients
Process/refer requests of clients received thru voicemail
Process requests from other units/departments received thru telephone, Customer Interaction Management System (CIMS) and e-mails
Evaluate and recommend approval/disapproval of requests for waiver of charges
Receive client requests for issuance of certificate of full payment
Process and recommends approval/disapproval of requests for reactivation of accounts
Process and recommends approval/disapproval of requests for refund of overpayment
Receive requests for change of billing addresses and other contact information from cardholders and forward to Collections Support for maintenance
Refer complaints on unposted/misposted payments, misposted transactions, non/late receipt of statements of accounts, unsuccessful debit arrangements, reversal of fees and charges, disputed transactions to responsible unit/department for appropriate action
Consolidate requests from cardholders for cancellation of card and forward to Telemarketing Team for anti-attrition efforts
Consolidate report on incoming telephone requests from cardholders (Collection Metrics) and summary of updated contact numbers for use of Recoveries accounts
Draft and send reply to internal and external clients for inquiries and requests received thru email
Liaise with other departments/units/branches regarding collection concerns.
Negotiate restructuring of delinquent accounts, evaluate payment proposals beyond existing guidelines and recommend approval/disapproval of request.
Checks letters to branches on accounts due for set-off of outstanding balance from deposits with Metrobank group and/or its subsidiaries
Detect and block fraud accounts at an early stage to prevent further usage and report the case to immediate supervisor.
Block delinquent accounts to prevent further exposure.
Recommend accounts for early referral to collection agencies.
Designated as Collections Associate – Overlimit/Front-end JULY 9, 2012 – DECEMBER 2013
Performs collections activities for overlimit and frontend (1-29 days) past due accounts.
Conduct telephone calls to follow-up payment from delinquent cardholders.
Detect and block possible fraud at an early stage to prevent further usage.
Receive requests for change of billing address and other contact information from card holders.
Refer complaints on unposted/misposted payments, misposted transactions, non/late receipt of statements of accounts, unsuccessful debit arrangements, reversal of fees and charges, disputed transactions to responsible unit.
Evaluate and recommend approval/disapproval of requests for waiver of charges.
ACCENTURE DELIVERY CENTER-MANILA APRIL 12, 2010-JULY 5, 2012
5th Floor Gateway Tower
Aurora Blvd. Cubao Quezon City
Designated as Junior Analyst.
Perform data entry and research in various systems and tracking tools.
Apply knowledge of processes and related systems to assist in identifying, assessing and resolving issues/problems.
Assess and resolve non-standard and standard issues or problems.
Seek advice and escalate issues when faced with tasks/problems outside the scope of the work.
CAREER HIGHLIGHTS
Can work under less supervision and can handle task promptly.
Willing to be trained and a fast learner.
Has learning ability and effective personal communication skills.
Self Motivated and Determined.
Success Oriented and Natural Leader.
A team player and hard worker.
EDUCATIONAL BACKGROUND
College Education Bachelor of Science in Nursing June 2004 March 2008
Chinese General Hospital College of Nursing
286 Blumentritt St., Sta. Cruz, Manila
Secondary Education St. Paul Academy of Caloocan June 2000 March 2004
Rd. 7 GSIS Hills Subd. Cal. City
Primary Education Dr. Carlos S. Lanting College June 1994 March 2000
Sta. Quiteria, Sangandaan Q.C.
SEMINARS AND TRAININGS ATTENDED
“Complaints Management” Metrobankcard Corp. Sept. 10-11, 2015
MCC Center Ayala
“Extraordinary Joy at Work” Metrobankcard Corp. June 28, 2014
MCC Pasay
“BCP Awareness” Metrobankcard Corp. January 11, 2015
MCC Pasay
“Professionalism and Business Accenture Manila November 22, 2010
Etiquette” Online Training
“BPO Delivery Skills Accenture Manila October 5, 2010
Development Tool” Online Training
REWARDS AND RECOGNITION
HIGHEST CALL MONITTORING Metrobankcard Corporation February 1, 2016
SCORE 2015 (Inbound Resolutions Unit)
MASTERS AWARD Metrobankcard Corporation November 6, 2015
(Inbound Resolutions Unit)
FE CHAMP Top Collector Metrobankcard Corporation October 18, 2013
(Month of JULY & SEPTEMBER 2013) (Credit and Collections Dept – FE)
Golden Headset Award Metrobankcard Corporation July 2013
(98.50% OPR) (Credit and Collections Dept – FE)
FE PDS Top Collector Metrobankcard Corporation April 19, 2013
(Month of March 2013) (Credit and Collections Dept – FE)
Outstanding Performer Accenture Manila Delivery Center April 16, 2012
(Month of March 2012) (Industry Telco BPO)
Outstanding Performer Accenture Manila Delivery Center March 22, 2012
(Month of February 2012) (Industry Telco BPO)
Outstanding Performer Accenture Manila Delivery Center February 15, 2012
(Month of January 2012) (Industry Telco BPO)
Top 1 Performer of the month Accenture Manila Delivery Center October 22, 2010
(Month of September 2010) (Project Pearl – Custom BPO)
PERSONAL DATA
Date of Birth : September 28, 1987
Place of Birth : Tondo, Manila
Religion : Born Again Christian
Citizenship : Filipino
Civil Status : Married
Father’s name : Eduardo A. Mendoza
Mothers Name: Ma. Theresa G. Mendoza
Language Spoken: English/Filipino
CHARACTER REFERENCES
Carmie Apacible IRU Manager Metrobankcard Corporation
Wili Ros Rofule Project Manager Accenture Incorporated
Ryan Puod IT Manager Metrobankcard Corporation
I hereby certify that the above information is true and correct to the best of my knowledge and dignity.
MARY ROSE ANNE M. BOTE, RN
Applicant
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