Customer Service Representative

Maricris Gonzales Albarido

Operations Manager

Contact:

0916.791.9727

********.*.********@*****.***

28P Gateway Regency, Pioneer St.

Brgy Barangka Ilaya, Mandaluyong City, 1550

Skills

●Forward planning and Strategic Thinking

●Diagnostic and Analytical

●Problem Solving and Decision Making

●Interpersonal and Communication

●Idea generation

●Project Management

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Work Experience

TRT / Business Development Lead

APR 4, 2022 - July 6, 2022 MANILA, PHILIPPINES

●Responsible for contract renewals

●Drive strategic plans to grow the business

●Identifying opportunities to expand services offered to customers

●Streamline procedures Technical Services Department

●Document procedures

●Create standards and KPI to measure team performance and promote efficiency

Accenture / Invoicing Operations Manager

MAY 2018 - APR 1, 2022 MANILA, PHILIPPINES

●Own operational management for Product Invoicing and Invoice Delivery processes. Ensures continuous achievement of CPIs and KPIs

●Create a vision for the team and make strategic decisions that’s align to team goals and client OKRs

●Develop and Implement projects to optimize production, enhance human performance, minimize the risk and equipment downtime

●Negotiate SLA targets

●Review completeness of desktop procedures and ascertain that procedures are being adhered to and remain current

●Act as key relationship focal, maintain relationship with client process managers and stakeholders

●Build sustainable team (including capacity forecasting, effective succession and resource planning)

●Identify training needs within the team and work training specialist to ensure effective delivery of the training

Arvato Financial Services / Agent / Team Leader / Manager

SEPTEMBER 2011 - APRIL 2018, MANILA, PHILIPPINES

Cash Applications Manager

MAY 2017 - APRIL 2018, MANILA, PHILIPPINES

●Own operational management for Manual CashApplications, Remittance and Payment Queries processes. Come up with strategies that would assist Operations achieve tower KPIs and CPIs

●Develop and implement effective plans and projects to reduce unidentified amounts and continuously look for improvements within this process

●Analyze, interpret and communicate complex issues and recommendations to stakeholders

●Maintains appropriate staffing levels

●Establish realistic goals and priorities concurrent with organizational objectives

Cash Applications Team Leader

SEPTEMBER 2014 - APRIL 2017, MANILA, PHILIPPINES

●Manage Manual Cash Applications and Remittance processes, ensure immediate upload of payment lockbox and EFT payments to productivity tool for processing

●Provide daily management and leadership to the team, ensure that agents are adhering to procedures

●Run a daily and monthly NAP balancing report

●Partner with Collections team to get the complete remittance information for complete and accurate payment application

●Present an idea to automated rule based work

Billing and Payments Analysts

SEPTEMBER 2011 -SEPTEMBER 2014, MANILA, PHILIPPINES

●Provide billing support and solve technical issues for customers and account managers by troubleshooting and investigating problems

●Render chat services and video conference calls to offer immediate resolution to long outstanding customer issues

●Handle escalations from Directors/Global Leaders/Operations Managers from different departments

●Presents the team's Weekly performance to the client

●Presents Monthly Business Review to the client

Manulife Financial Services / Customer Service Representative

APRIL 2010 -AUGUST 2011, MANILA, PHILIPPINES

●Process inbound calls to effectively meet customer needs within established productivity goals and turnaround time

●Meet the service, quality and quantity standards set by the Business unit and the management

●Demonstrate sensitivity, empathy, responsiveness and creativity to ensure customer satisfaction

●Network throughout the organization to engage supporting units in delivering solutions

Accenture / Medical Claims Adjuster

OCTOBER 2007 -DECEMBER 2009, MANILA, PHILIPPINES

●Manage workers compensation medical only claims

●Customer service and/or other claims processing functions

●Register accounts in the file management system

●Performs inquiries and updates on various system as directed by the staff and team leader

●Payment processing

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Education

University of Sto. Tomas / AB Sociology

JUNE 2002 - APRIL 2006, MANILA, PHILIPPINES

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Awards

●2016 AFS all star Bronze Award (Group) -Exceptional work and outstanding achievement provided to our client’s success.

●2014 AFS all star Silver Award -Exceptional work and outstanding achievement provided to our client’s success.

●2013 AFS all star Bronze Award - Exceptional work and outstanding achievement provided to our client’s success.

●2011 Canadian Group Benefits CSC – Certificate of Excellence – Manulife Financial - Commitment in providing outstanding customer service

●2011 Quality Assurance Certificate of Excellence – Manulife Financial 2nd Quarter of 2011 - Achieved 99% or higher in both Skills and Knowledge of the Total QA process

●2011 Quality Assurance Certificate of Excellence – Manulife Financial - 1st Quarter of 2011 - One of the QA Performers with a score of 98.43 for Skills and 99.74 for Knowledge

●2010 Quality Assurance Certificate of Excellence – Manulife Financial - 3rd Quarter of 2010 - Achieved 99% or higher in both Skills and Knowledge of the total QA process

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