Manager, Customer Service, Payroll, Finance, Account Implementation
Resume:
MARK ANTHONY L. ARRIOLA
E: *****************@*****.*** M: 091*-***-****
A: 386 Estrella St. Brgy. Navotas West, Navotas City CAREER SUMMARY
Highly adaptable and well-rounded Team Leader with over 6 years of increasing responsibilities in a fast-paced, productive environment.
Facilitates multi-tasking assignments, such as queue and work load management for the team, client account management, handling multiple client escalations and coordinating with
other departments to resolve clients concern.
Meets work standards by following production, productivity, quality, and customer-service
standards; resolving operational problems; identifying work process improvements.
Encompasses actual skills in Collections, Implementation and Customer service with years of experience.
Fluent in English and native language, Tagalog. Customer Engagement Customer Support Customer Retention Customer Satisfaction Collections
Leadership Implementation Back Office Admin Program Management Business Development People Management Time Management Supervision Delegation Federal Payroll and Tax Expertise PROFESSIONAL EXPERIENCE
CANON BUSINESS SERVICE CENTRE (formerly CONVERGA) NOVEMBER 2016 – PRESENT Converga is a leader in advanced information logistics, Software as a Service (SaaS) and Business Process Outsourcing (BPO), delivering strategic advantages and cost savings solutions. Interim Accounts Payable Lead (January 2019 – Present) Responsible for all AP functions aside for purchasing which is still being handled onshore. This includes invoice payment, reconciliation, Purchase Order matching and Payment scheduling.
Improved Team Quality by 20% after implementing process standardization
Implemented several process improvements resulting to seamless processing for the team
Introduced a case management system to make sure deliverables are completed based on agreed SLA
Drastically improved phone call(inbound) Grade of Service by 40% Accounts Receivable Lead – New Accounts and Vendors (November 2016 – Present) Responsible for all aspects of the account department. This includes processing account enrolment, contracts and other administrative duties.
Improved quality and Service Level Agreement of current team on the 1st month by 30% and succeeding months.
check Came up w/ a decision making matrix to determine client’s capability upon credit
Produced a process manual to standardize procedures locally and offshore.
Project member for rates and contracts automation
AUTOMATIC DATA PROCESSING PHILIPPINES INC. 2011 – JULY 2016 ADP is one of the world’s largest providers of business outsourcing solutions and services. ADP offers a comprehensive range of integrated Human Capital Management solutions and unparalleled global insights to help unlock business potential.
Non-Sufficient Funds Team Leader II (Collections)
Responsible for ensuring that returned items are resolved in accordance with the established Risk Policy. Plays a vital role in minimizing ADP financial risk by determining when security deposits, wire transfers or the termination of service is recommended.
Co-Authored the Process Outline and Training Curriculum for the department.
Improved Business Unit performance by 20-30% for each metric during my stay.
Standardized and aligned business processes both locally and in the US. Implementations Team Leader I (Account Enrolment)
Oversee the use of standard process workflows by team. Function as a consultant and business partner to other groups within ADP. Train and mentor team members and identify development needs across the team, working Director to coordinate additional training as needed.
months Most outstanding team and team manager for the quarter during my first 3
hire Perfect Attendance and no tardiness since date of
Spearheaded the Back Office Overnight Team project which serves as a backup outside working hours.
Wholesale Specialist III
Implement ADP's solution to non-complex clients, following ADP guidelines, and in accordance with client expectations. Ensure client satisfaction and retention through timely solution delivery within client- defined timeliness. Work under direct supervision to resolve issues and provide solutions, with guidance.
Associate Consistent candidate for Top Quarterly
hire Perfect Attendance and no tardiness since date of
Associate representative for ADP’s environment pillar for 2012 EMERSON ELECTRIC ASIA ROHQ – Financial Services 2008 – 2011 Emerson is a global leader where technology and engineering come together to create solutions for the benefit of our customers, driven without compromise for a world in action. Collection Specialist II
Manages account receivable portfolio. Responsibilities include timely collections of all receivables as well as research and resolution of disputes; establish and maintain relationships, strong customer service orientation, ability to influence and bias for action.
Most Outstanding Collector for 2 quarters (Q4 2009 / Q2 2010)
Collector Consistent Quarterly Candidate for Most Outstanding
Perfect Attendance and no tardiness since date of hire EDUCATION
Bachelor of Science in Business Administration, Major in Export Management De La Salle College of Saint Benilde Taft Avenue, Manila 2008 PROFESSIONAL DEVELOPMENT
Coaching and Development (February 2019)
Project Management Training – Phase 1 (August 2018)
Problem Solving and Decision Making for Managers (June 2018)
Leadership Training – Planning, Organizing, Leading & Coaching (October 2017)
Paradigm of Positivity (September 2017)
The Secret to Creating More Confident, Proactive and Productive Employees (June 2017)
Psychology Leadership Seminar: Building an Empowering Culture Using Positive Organizational
(December 2016 & January 2017)
Development Dimensions International Training (DDI) – (September 2015)
ADP Management Development Program (MDP – Cohort 99) – (March 2015 – August 2015)
Stephen Covey: 7 Habits for Highly Effective People (For Managers) – (August 2014)
Philippines Corporate Social Responsibility Expo 2012 – (June 2012)
Federal Payroll and Tax Training – (September 2011 – November 2011) TECHNICAL SKILLS
Proficient in Microsoft Office Suite: Word, Powerpoint, Excel, Outlook, Access Database software: AS400 / RUN Background in SAP programs and applications. Character References
Warner Doroja
Canon - Head of Managed Services
Jose Carrascal
Canon - Operations Manager
John Lorenzo
Canon – Operations Manager
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