Customer Service Call Center

Janice Siñel-Benitez

** ******* **., ***** ********** Quezon City

Mobile #; 099********

E-mail Add: ***********@*****.***

Job Experiences:

March 2024-Present Order to Cash Specialist

21st Flr. Gateway Tower 2

Cubao, QC

Duties Implied:

• Process customer account creation and amendments

• Manage & execute order to cash process.

• Provide status of work in process, assist in planning & coordination execution of work, escalate issues in a timely & appropriate manner while pushing to identify resolution.

• Provide quality, cost effective service while looking at ways to contribute to process improvement.

• Understand the end-to-end process of billing & customer invoicing March 2023-Sept. 2023 Advocate, Post Cruise

Royal Caribbean Cruises International

8F One Ayala Bldg.,

Ayala Ave., Makati City

Duties Implied: To provide assistance to ship’s crew and other Call Center Staff in solving problems. Offering agent assistance and managing Call Center service levels for the inbound and/or outbound customer service teams. Assist Supervisors with staff development using coaching skills while providing feedback to agents regarding service failures. In addition to this, their main function will be as a lead support for the individuals on the Guest Relations team. Sept. 2021-Mar.15, 2023 Customer Service Representative Ruyi Technology Inc.

2102 Tower 2 Highstreet South Corporate Plaza

11th Avenue Cor. 26th Street BGC, Taguig City

Duties Implied: provides support for the company customers by investigating, troubleshooting and resolving cases, Manage, prioritize and respond to Tier 2 and/or 3 issues, inquiries and escalations. Communicate with internal and external stakeholders in an effective, tactical, and empathetic manner. Participate in and on-call rotation to handle hi-priority queues and provide daily handovers to global operational teams. Document updates and changes to new and existing processes, training decks and flowcharts. Collaborate with vendor partners and internal support teams to identify and implement workflow gaps and areas for process improvement opportunities. Utilize an in-depth understanding of metrics in order to analyze and report on trends, issues, and bugs. Provide insights, suggestions and feedback to manager leads. Moderates TG and Ruyi Wallet App Community and creates video tutorial processes.

May 2021-Aug 2021 Customer Service Representative

Sykes Asia

G1 Tower, Ayala Avenue, Makati City

Duties Implied: Communicate with our customers through inbound calls, live chat, and email Answer customer questions and provide information to resolve any issues, Identify and assess customer needs to achieve client satisfaction. Escalation Management of customer issues, document customer’s concern as reference.

Feb. 2020-Feb. 2021 Credit Specialist

Chailease Berjaya Finance

5F #45 San Miguel Building

One San Miguel Ave., Ortigas Pasig City

Duties Implied:

• Responsible for underwriting auto loans and preparing presentations

• Takes decision on credit applications under the supervision of credit manager

• Establishes rapport; maintains and grows important relationship within the portfolio

• Assesses credit opportunities; identifies key risks, and structures alternatives working with relationship managers and credit officers

• Responsible for conducting research on borrowers and industries

• Takes ownership of the credit process, making decisions in the best interest of the customer and organization

• Provides support to account officers on customer calls as needed

• Identifies policy exceptions within a credit request

• Discusses risk ratings and the rationale for the determination of acceptable credits with the credit approvers.

Nov. 2017 – Jan. 2020 Sr. Officer – Credit Assessor Aeon Credit Services

3F Hanston Square Bldg.,

One San Miguel Ave., Ortigas Pasig City

Duties Implied:

• Reviews/analyzes credit data to evaluate consumer loan requests in order to approve or reject applications. Minimize bad debt risk and maximize account receivable collection. Responsible to compose, amend construct of new credit memorandum and policies for fast and efficient process flow of loan approval.

• Coordinates with relevant departments or divisions to actively share common understanding to policies and guidelines formulated by the department.

• Ensure accurate data, reports and analysis that are used for business decisions.

• Oversee Collections of outstanding debts to minimize the profit loss while ensuring that it is handled appropriately and per company policy.

• Creates and implements credit policies to increase the number of successful collections of outstanding debts and fast track the assessment of customers loan application without compromising the quality and standards set by the company.

• Immediately resolves urgent and important complex problems on Operation and analyze the root cause to provide appropriate solutions.

•Generates a team's monthly work schedule.

Training Attended:

Sept. 10 & Oct. 22, 2019 Supervisory and Leadership Training Oct. 2016 - Oct. 2017 Customer Service Associate

Accenture Delivery Centre

8th Floor Gateway Tower 2

Cubao, Quezon City

Duties Implied: Provide functional and /or technical for resolution of customer problem, incidents, issues, requests and queries. Liaise with other support teams, or product teams are required to resolve request/issues in a timely manner. Ensure proper documentation, notification, escalation, tracking, and follow up of all incidents. Primary responsibilities are focus on customer contact, not transaction processing.

Feb. 2008-Dec 2015 Credit/Activation Officer

Digitel Mobile Phils. (Sun Cellular)

4th floor Galleria Corporate Center

Cor. Ortigas Ave., Quezon City

Duties Implied:

• Performs evaluation of application requests for individual through authentication and credit investigation

• Answers inquiries for dealers and business center staff. Handles customer’s concern on activation requests in coordination with all frontline units.

• Prepares both daily and monthly reports of business center coursed applications. Implemented activation and deactivation of mobile SIMs upon payment of approved applications.

• Handles customer’s account creation and service order provisioning though Integrated Customer Management System (ICMS).

• Conduct on the job training for new hires

March 2007-Dec 2007 Customer Solution Officer (US Cards) Citigroup Business Process Solutions

33rd Floor PBCom Tower

Ayala Ave., Makati City

Duties Implied: Serve as a direct point of contact for customers. Took responsibility for answering incoming calls, dealing with enquiries. Records transactions to customers’ accounts, and make a need to customers’ concern to upsell add-on service & convert it to sale. Nov. 2005-Dec. 2006 Enrollment Processor/Accounting Staff Accenture Delivery Centre

5th Floor Gateway Bldg.,

Aurora Blvd. Cubao, Q.C.

Duties Implied: Encode health card applications, responsible for the vendor payments referenced on the purchase order, Maintain Vendor account details, process invoices. data entry and verification. Cheque production.

Nov. 2004-Sept. 2005 Data Processor

California Teleservices Inc.

5th floor Jocfer Bldg., Commonwealth Ave., Q.C.

Duties Implied: Performs data entry of material from source documents to a computer database. Ensures accuracy and completeness data. Performs clerical tasks in the data entry function. Must meet minimum quality and speed requirements All other duties as assigned. Oct. 2003 – Sept. 2004 Administrative/Sales Staff

Expertise Incorporated

Fairview, Q.C.

Duties Implied: Acted as initial point of contact for programs by responding to inquiries and requests or directing as appropriate to those who can be of assistance. Answering telephones and taking messages, responding to inquiries, providing comprehensive clerical support, Assisted with payroll, A/R and A/P processing. Conduct outbound calls to new & existing client to introduce and promote new products & to ask for orders.

May 2001 – Aug. 2003 Accounts Payable Clerk

New Crane Enterprises

Sta. Cruz, Manila

Duties Implied: Monitoring routine system processes such as voucher creation and cash disbursements. Ensuring the proper retention of reports, documents, and other records. Education:

College Diploma: National College of Business & Arts

Fairview, Quezon City

Bachelor of Science in Business Administration

Major in Management-Batch 2001

Skills:

• Ability to handle confidential & sensitive information.

• Ability to work independently or in a team.

• Customer Service & Phone skills.

• Adaptable, Resilient, Keen to details

Personal Data:

Age: 43 years of age

Date of Birth: February 14, 1981

Civil Status: Married

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