Customer Service Manager

Maricel Taller Fider

Home Add: Unit ***, **** Sgt. F Yabut St., Guadalupe Nuevo, Makati City 1212 Phils.

Email: addgla@r.postjobfree.com Linkedin: www.linkedin.com/in/celzi-fider-mtf4482

Mobile Phone: (093*-***-****

Skills Summary: Global Customer Service, Customer Relationship Management (CRM), Front-end and Back-end Collections, Debt Management, Email Management, Live Chat, Back Office Admin, Appointment Setter, Skip Trace and Recruiting.

System Navigation: Citrix, OCS, GPU, eScheduler, Speedpay, Salesforce, Talent Cube, LMS, LMS-Pay, CATS, Admin Portal, TS2, SnapEngage, Call Validate, Zoho, DDS, DSAR, Outlook, Excel, IIR, AIB and MIS.

Work Experience:

KGB Philippines (118118 Money - Madison CF UK Ltd.) - 20F Cyber Sigma, Lawton Avenue, Mckinley West, Fort Bonifacio, Taguig City 1634. Dec 2018 - Present

•Customer Assistance Advisor - UK Consumer Online Lending and Credit Cards. Inbound and Outbound Calls. Combined Customer Service and Collections. Email Management. Live Chat. Back Office Admin – Debt Management for clients under DMC, IVA, BKT DAS & DRO. Credit Cards end-to-end process.

PSG Global Solutions, Inc. - 3rd flr BTTC Centre, 288 Ortigas Avenue corner Roosevelt St., Greenhills, San Juan City. Jun 2017 - Dec 2017 (6 mos)

•Senior US Recruiter IV - Sources resumes of qualified candidates for specific job orders, using job boards, applicant tracking systems, company websites, etc. Conduct phone interviews to pre-screen candidates, verifying their qualifications, availability and compensation requirements. Document phone interviews. Set-up interviews between candidates and hiring managers. Involved in recruiting passive candidates through phone calls, emails and general relationship-building. Fulfill recommendations on additional candidate pools and recruiting techniques, after evaluating market condition.

Citigroup Business Process Solutions Pte. Ltd. - Citiplaza, 34th St., Bonifacio Global City, Taguig City. Sep 2008 - Feb 2017 (8 yrs and 5 mos)

•Senior Customer Solutions Officer (Authorized Signer) - Phone Banker/Collector Analyst, Appointment Setter and Skip Trace Specialist. US Mortgage Account. Front-end collections – inbound and outbound calls. Resolves complex billing issues. Assist payment inquiries and account status. Process payments using debit card and cheque. Assess and set-up appropriate payment arrangement. Negotiates with the client to make the account up to date. Set-up appointments between the client and the Loss Mitigation Team. Manage skip trace.

Convergys Corporation – Diliman Commercial Center, 46 Don Mariano Marcos Ave., Diliman, Quezon City 1104. Aug 2007 - Dec 2007 (4 mos)

•Customer Service Representative - US inbound calls for satellite cable & entertainment account. Resolve billing issues. Responsible for basic trouble shooting. Upselling products and services.

Rakdell Hotel – San Pedro St., Virac, Catanduanes. Dec 2005 - Jan 2007 (1 yr and 1 mo)

•Front Desk Receptionist - Responsible for hotel reservations. Assist guests on their requests, complaints and the settlement of bills. Prepare sales report and supplies inventory. Manage online marketing.

Speedwin Motorcycle & Parts Dealer (Mitsukoshi Motors) - Virac, Catanduanes. Jan 2004 - Sep 2004 (8 mos)

•Branch Secretary - Record/monitor employees’ daily attendance. Set- up the appointments. Record MOM. Prepare documents, contracts and reports (sales & inventory). Conduct new customer orientation. Responsible for decision-making if the branch manager is not around. Assume the work of branch cashier if the branch cashier is not around.

Education:

Bachelor’s Degree in Business Administration Major in Entrepreneurship

Catanduanes State University - Virac, Catanduanes 1999 – 2003

Other Info:

Age: 38 Birth: April 4, 1982

Height: 5’4” Weight: 55 kls

Civil Status: Married Citizenship: Filipino

Religion: Christian Languages: English and Filipino

Character References:

King Janus De Castro - Team Lead - KGB Phils./118118 Money - 095*-***-****

Arjun De Leon - Unit Manager - Citi - 091*-***-****

Marijane Cleotilde Panti - Comptroller - Carpel Environment - 099*-***-****

Adrian Benavidez - CAA - KGB Phils./118118 Money - 091*-***-****

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