Manager Customer Care

Michelle L. Dulfo

***-* ****** ***** * Milkweed St. Rizal, Makati City

Mobile: 091********

Experience:

Business Manager

Atomatic

August 2020 – Present

●Collecting information about the client’s business through a variety of methods (shadowing, interviews, surveys, reading reports etc.)

●Implement change and process improvements to optimize the client’s business.

●Identify problems, gaps, process issues and internal problems then provide and recommend solutions to the client.

●Analyze data to for Root Cause Analysis.

●Process improvement

●Strategic Planning

●Recruitment for different positions.

●Business Analysis

●Business scaling and optimization.

Virtual Assitant

Office of the CEO, HartNamtemah, Inc

May 2011-August 2020

●Performed administrative duties.

●Project Management

●Conduct researches and proofreading

●Provide assistance to CEO with personal tasks.

●Manage CEO’s calendar to ensure appointments are not overlooked and all his social network accounts.

Business Control Officer

Citi

Makati City

Feb 2009-Jan 2013

Perform tracking reports based quality checks on collections and shared services.

Identify errors and communicate via reporting structure

Produce and report meaningful statistics to QA Manager

Identify training or procedural issues including Anti Money Laundering Act and provide solutions to QA Manager and stakeholders

Provide ideas of process improvement to unsecured collections management

Ensure all communication and MIS is provided in a timely manner

Participate in RCSA quarterly testing for unsecured collections within timeframe set by Country Compliance

Partake in Policy & Procedure reviews/updates within unsecured collections

Ensure compliance with Information Security Policy requirements within unsecured collection units

Awareness of CACS system issues and solution in progress

Communication with Manila, Sydney and Mumbai regarding QA results.

Conduct compliance quarterly review in preparation for annual risk review.

Participate in Call Calibrations to ensure service standards.

Collections CSO

Citi

Makati City

Jan 2007-Feb 2009

Perform collection follow up for past due accounts to minimize flow rates and delinquency level.

Ensure timely follow up and cancellation /restrain of front-end accounts in order to prevent account from further usage.

Obtain additional contact numbers, initiate requests for change in billing address of delinquent cardholders and refer them for maintenance and approval in a timely manner.

Investigate various problems relative to the cardholder’s balance.

Facilitate early detection of possible application fraud by initiating preventive actions, ensuring timely reporting to the concerned unit and providing feedbacks to superiors on suspicious accounts/portfolio behavior that may lead to fraud/contractual losses to the bank.

Acquisitions CSO

Citi

Makati City

July 2006-Jan 2007

Handled inbound and outbound calls for credit card, line of credit and personal loan applications.

Attended to existing customers who requested for card upgrade, balance transfers and credit limit increase.

Ensured that data are accurate for processing.

Customer Service Representative

Metrobank Card Corp

Feb 2006-July 2006

●Handled inbound calls for existing and new credit card customers.

Assistant Supervisor

People Support Phils Inc

Makati City

Aug 2005-Feb 2006

Responsible for day-to-day coordination of the workflow.

Maintained knowledge of tasks being coordinated thru policy, procedure, systems and product knowledge.

Maintained team members information in regards to time and attendance, productivity, quality and related work information.

eRep

People Support Phils Inc

Makati City

Aug 2004-Aug 2005

Reviewed approved applications and make adjustments to terms and conditions based on customer needs and lending criteria.

Demonstrated knowledge of the full range of auto products.

Used sales skills to effectively resolve customer concerns.

Educated customers regarding loan terms, products, and processes.

Conducted application verifications/investigations for fraud prevention.

Completed special projects as assigned.

Requested necessary documentation from customers as required for fulfillment.

Supported other team members in the achievement of department tasks and goals.

Contacted approved customers to guide them through the fulfillment process.

Clarified any loan approval conditions and stipulations as necessary.

Responded to customer inquires and follows up on requests in a timely fashion.

Interacted with other departments as necessary to provide seamless service to internal and external customers.

Provided back-up assistance for other teams when necessary.

Preserved the confidentiality of customer information.

Customer Care Professional

Sykes Asia

Makati City

Feb 2004-June 2004

Handled inbound calls for JP Morgan Chase Home Loans.

HR Staff

McDonald’s Phil Inc (GADC)

Makati City

Nov 2003-Feb 2004

Involved in the making of McDonald's HR Portal and HRIS, updates in employee database and 201 files.

Project Coordinator

Sara Intl Manpower Services Inc

Manila

Feb 2003-Nov 2003

Dealt with employers’ requests.

Conducted interviews and screenings. Represented the company in various job fairs.

Processed documents for employees’ deployments such as POEA clearance, Visa stamping, Employment Contracts, etc

Education:

BS Management of Financial Institutions

De La Salle University, Manila

2002

Certification:

IT Power Module 1

Informatics Computer Institute

Makati City

1998

Personal Details:

Date of Birth: Oct 20, 1979

Place of Birth: Pangasinan

Citizenship: Filipino

Religion: Baptist

References will be made available upon request.

Contact this candidate