PROFESSIONAL SUMMARY

I have over * years of combined experience as a Collections Specialist,

Sales, Technical, and Customer Service Representative. Apart from working as a CSR, I have 1 year of experience of being an SME who did support newly-hired agents, doing sup calls and administrative tasks. With my current role as a Sr. Associate - Ops, handling inbound calls from Billing concerns as well as Chat Support. These relevant experiences uplifted my interpersonal and communication skills by engaging and handling different types of customers by providing exceptional customer service satisfaction, as well as dealing and communicating with clients/bosses from the Ops team. WORK HISTORY

Sr. Associate - Ops, 06/2022 to Current

WNS Philippines Inc. - 5/F Techno Plaza 2, Eastwood, Libis, Quezon City Technical/Customer Service Representative, 12/2021 to 05/2022 Transcom - Ayala 30th Ave., Corporate Center, Pasig City Social Media Moderator, 03/2020 to 10/2021

Concentrix - Ayala North Exchange - Tower 2 2, 6798 Ayala Ave., Corner V.A. Rufino St, Makati, 1226

CONTACT

Address: Binangonan, Philippines

1940

Phone: +639*********

Email:

ad1c1n@r.postjobfree.com

SKILLS

DARWIN C BELISON

Identify issues, analyze information and provide solutions from the named insured's billing, payment, and claims concerns based on their policy/coverage.

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• Organized and detail-oriented with a strong work ethic.

• Self-motivated, with a strong sense of personal responsibility.

• Also, handle other billing concerns through chat support. Resolve the customer's concern with technical issues with their product purchased from our company and assist them through troubleshooting.

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Responded to customer requests for product, service, and company information.

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Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

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Investigated and resolved complex content issues to achieve turnaround times and standards of quality.

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Responded to and engaged with customers on social media pages to promote products and services.

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Worked with internal stakeholders to improve the flow of information and content in social media and digital community environments.

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Gathered customer feedback to report to the leadership team and facilitate further action.

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• Reviewed, classified or eliminated highly sensitive content uploaded Excellent-good communication

dealing with customer/clients

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• Training Program Development

• Workshop coordination

• Leadership program

• Public Speaking

• Organizational skills

• Product/process knowledge

• Attention to detail

Account Support Specialist, 01/2020 to 03/2020

Concentrix - Ayala North Exchange - Tower 2 2, 6798 Ayala Ave., Corner V.A. Rufino St, Makati, 1226

Sales Advisor II (Seasonal Account), 10/2019 to 01/2020 Concentrix - Ayala North Exchange - Tower 2, 6798 Ayala Ave., Corner V.A. Rufino St, Makati 1226

Collections Specialist/Subject Matter Expert, 01/2015 to 09/2019 Concentrix - Glorietta 5, Ayala Center, Ayala Ave., Makati City EDUCATION

Associate of Arts, Associate in Hotel And Restaurant Management, 05/2011

ICCT Colleges Foundation Inc. - ICCT Bldg, V.V Soliven Ave II, Cainta Rizal LANGUAGE/S

by users to meet defined social media parameters.

Moderated traumatic, sensitive and potentially offensive content to promote a safe environment for users.

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Educated clients on relevant policies and options and answered questions to remedy issues.

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Research options and recommended services to address clients' needs such as billing concerns and account activation.

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Advocated for client needs within the company's internal tools to improve experience and increase customer retention.

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Strengthened communication skills through regular interactions with customers by assisting them with their orders and upselling products.

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Developed and maintained courteous and effective working relationships.

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Acting as a team leader/POC as an SME, and supporting my team members in sending daily attendance and closing coaching logs by providing feedback and action plans.

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Trained new team members on scripts, company services, and collection strategies.

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Worked in a call center environment handling manual and automatically dialed outbound calls.

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• Processed payments and applied to customer balances. Counseled debtors on payment options and arranged installment agreements.

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• Negotiated to collect the balance in full.

Used probing techniques to determine debtors' reasons for delinquency.

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Researched accounts and completed due diligence to resolve collection problems.

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Register information about customers in the database, collect credit history, financial statements and personal details to preserve accurate records.

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English

Advanced (C1)

CHARACTER REFERENCES:

Eleonor Kobayashi (Customer Service Advisor - Transcom Asia PH) Mobile number: +639*********

Email address: ad1c1n@r.postjobfree.com

Teresita Masikat (Customer Service Advisor - Transcom Asia PH) Mobile number: +639*********

Email address: ad1c1n@r.postjobfree.com

ADDITIONAL INFORMATION

The character references mentioned above were former teammates/colleagues from my previous company, Transcom Asia PH.

Contact this candidate