Customer Service Representative
Resume:
Career Objective:
To work for a position in a company which will provide additional skills and technical services in your workforce, at the same time of expanding my horizons through different job experiences for further advancement of my personal expertise.
SUMMARY OF QUALIFICATIONS:
> Flexible, Responsible, and able to work under pressure.
> Knowledgeable in Oracle Applications, People soft, PRT (Product Reporting Tool)
> Computer literate such as MS Excel, MS Word, Outlook,
> Google Programs such as Google Document, Google Presentation and Google Forms (Adobe) Adobe PDF
> Has a strong Knowledge with Business Excellence tools, Root Cause Analysis (RCA) and mitigation plan.
>Highly analytical in problem solving and team player
> Broad experience with Customer service, Collections Functions and Billing Process.
Educational Background:
TRAINING UK Culture & Accent Training
Berlitz (July 2008)
TERTIARY Lyceum of the Philippines
Bachelor of Science in Business Administration
Major in Banking & Finance
Employment History
Company Name : ACCENTURE INC. (June 2008 – August 2020)
TEAM LEADER (March 2014 – August 2020)
Billing Team Lead
Planning and Supervising billing operations
Corresponding with clients, answering questions, and resolving issues
Provides accurate, efficient billing to customer and includes maintaining accuracy of the bills, transparency in accounts
Responsible for issuing monthly statements, keeping customer files updated with current invoices, bills and contact information.
Supervise customer billing services to ensure complaints and issues are resolved.
Responsible for the month end closing tasks.
Level 2 Adjustment approver and Team leader
Responsible in reviewing and providing Level 12 approval to Billing Modification request which includes credit memo, debit memo, rebill and refund.
Overall supervision of Adjustment team
Capacity analysis and volume forecast
Respond to and take ownership of any issue relating to day to day activities
Leadership - Take ownership of work and ensure completion as per agreed SLAs and time frames.
Teamwork - Assist team in backlog or exigent situations. Ensure compliance with team leader's work-related instructions.
Create automation and Process improvement to adjustment process
Set up Business excellence tool in line with six sigma
Billing Analyst (March 2012- June 2014)
Create invoice
Process credit memos and debit memos and refund
Handle invoice dispute and query
Reconciliation report
Accounts Payable / Invoice Processor (June 2008-March 2012)
Analyze/reviews expense reports for completeness & accuracy of details.
Process expense reports in PeopleSoft system.
Send image of exception invoices to the client for coding or for decision on how to proceed.
Handles processing of expense report exception after receiving feedback from the client.
Escalate any rejected expense reports to the client and process after receiving feedback
Prepare necessary reports as delegated by team leader or Manager
Develop working relationships with counterparts/partner to ensure rapid research and response times
Perform other adhoc reports and special projects as assigned by Team Leader.
Company Name : EMIRATES BANK (Dubai, UAE) (April 2006 – May 2007)
Customer Service Representative / Order Team Management
Handles DU telecoms Accounts (one of the biggest telecoms in UAE)
Member of Order Management Team, which are responsible in validating the documents presented by the prospective clients. If it is valid, proceed w/ the order and creating the contract and encoding in the system, and proceed with activation of the sim.
Company Name : Q-INTERACTION PHIL INC (March 2003 - March 2006)
Customer Service Representative
Performs inbound and outbound calls for several multinational companies.
Handles queries from irate and difficult clients
Have used computerized data entry to gather client information and create database to faciliate handling of customer inquiries and complaints.
References:
Available upon request.
I hereby certify that everything written above is true and correct to the best of my knowledge and belief.
MA. CAROLINA PEÑEDA
#3 Iris St. Green park Village, Cainta, Rizal
Mobile #: +63-921-*******
Home #: +63-02-668-****
Email: ****.******@*****.***
Contact this candidate