Data Entry Customer Service
Resume:
Mark Vincent D. Quiman
********.******@*****.***
Mississauga, Ontario
P a g e 1 4
Summary
20+ years of experience in customer negotiation, team management, reports analytics and system administration in the field of credit and collections which aims to provide the best customer experience to both internal and external customers.
Skills
• Data Entry • User Acceptance Testing
• Data analytic • External Agency Management
• Report generation • People Management
• Debt Collection • Training
• Negotiation • Computer Savvy
• Customer Service • Microsoft Office proficient (Word, Excel, Power point)
Accomplishments
• Appointed as Operation Support Officer to handle the report analytics, management presentation and collections system of BDO Network Bank, a newly acquired subsidiary of BDO Unibank.
• Lead and supervised the system upgrade, enhancement and fix made on BDO Networkbank’s collection system which is the Indus Collections System (ICS).
• Automated several manual collection strategies which includes Monthly Report Extraction, Account Allocation Process, and Collection Agency endorsements. Experience
BDO Network Bank Inc. (Metro Manila, Philippines) August 2018 - September 2023 Operation Support Officer
Management Function:
• Lead a discussion to develop a strategic approach for creating reports that meet the specific needs of different collection groups.
• Oversaw the bank's collections system, including proactive communication and collaboration with the vendor and Systems department to identify, troubleshoot, and implement solutions for system issues that could impact collection efficiency.
Mark Vincent D. Quiman
********.******@*****.***
Mississauga, Ontario
P a g e 2 4
• Spearheaded User Acceptance Testing (UAT) the entire collections department for an upgrade, fix, or enhancement implemented on Indus Collections System (ICS) to guarantee seamless implementation. Administrative Function:
• Analyzed data based on the company portfolio growth, performance and trends.
• Prepared data in Excel and power point presentation for management reports and collection strategy analysis.
• Provided note-taking support for a management meeting.
• Conducted collection 101 training to new hires in using the Indus collections system to prepare them in using the collection system needed for their day-to-day collection activity.
• Compiled documents request form, sign-off documents, Test scripts etc.
• Provided ongoing system administration for the Indus collection system, including updating configurations based on collection group requests to ensure its continued effectiveness. BDO Unibank Inc. (Metro Manila, Philippines) April 2007 - August 2018 Collections Report and Testing Officer (March 2011 - August 2018) Management Function:
• Supervised the daily work completion of a collection assistant that handled daily collection report, letter of notice extractions and agency collections billings.
• Conducted performance reviews for collection assistants, utilizing key performance indicators (KPIs) to evaluate effectiveness and identify areas for development. Administrative Function:
• Processed management reports and power point presentations to be used by the collections managers and unit heads for their monthly performance meeting.
• Prepared payment summary report for external agencies which they use for their billings and commissions claims.
• Facilitated User Acceptance Testing (UAT) for the department’s upgrade, fix, or enhancement implemented to the collection system being used by the company.
• Provided ongoing system administration for the Indus collection system, including updating configurations based on collection group requests to ensure its continued effectiveness. Mark Vincent D. Quiman
********.******@*****.***
Mississauga, Ontario
P a g e 3 4
Agency Coordinator (March 2010 - February 2011)
• Supervised 6 external collections agencies comprising a total of 33 collectors ensuring that the agencies are in compliance with the company’s collections target, process and policy.
• Provided daily, weekly and monthly collection progress across all agencies to monitor their compliance with the collection target.
• Reported monthly agency collection performance to the department meetings and provides action plans to improve or sustain the agency collections. In-House Team leader (January 2010 - February 2010)
• Directed an in-house team consisting of 15 collection officers engaged in collecting overdue payments for past-due accounts.
• Managed phone barging to evaluate collector handling and ensures that they comply with the bank's policy.
• Coached collectors who achieved failing grades on the monthly performance appraisal.
• Prepared monthly performance appraisal to all collectors handled that will be used as reference in future promotion or merit increase.
Collection Officer (April 2007 - January 2010)
• Contacted customers to collect past due payments and ensure up to date payments on the customer’s credit card accounts.
• Advised payment arrangement option to customer who are having difficulty in paying their credit card balance.
• Lead a team of 5 members in meeting the daily, weekly, and monthly collections target. Citifinancial Group (Metro Manila, Philippines) August 2005 - March 2007 Collection Officer
• Called list of customers who have defaulted personal loan payment to the company.
• Offered payment arrangement program to customer having difficulty in paying their personal loan balance and provide a convenient payment term.
• Conducted field visit on customers where the company is having some challenges in reaching them through phone calls.
American International Group (AIG) (Metro Manila, Philippines) March 2003 - July 2005 Collection specialist
• Notified and collected payment default on customer’s credit card accounts.
• Provided payment terms that will help customer to pay their debts conveniently.
• Assisted walk-in customer who are either inquiring on their account status or asking for payment arrangement program to update their credit card status. Mark Vincent D. Quiman
********.******@*****.***
Mississauga, Ontario
P a g e 4 4
Education
Postgraduate Degree, Strategic Management
Centennial College
Toronto, Canada
September 2023 – April 2024
Bachelor of Mass Communication
Pamantasan ng Lungsod ng Maynila
Manila, Philippines
June 1997 - April 2002
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