Scheduling Assistant (BPO Customer Servi

MAJIDAH BACAYO

Cebu, Philippines 092******** ***************@*****.***

PROFESSIONAL SUMMARY

Detail-oriented and dependable professional with 5 years of BPO experience in high-stakes customer service, inbound and outbound phone handling, and administrative record management. Proven track record in managing complex client communications, conducting follow-up outreach, and maintaining high database accuracy across enterprise software platforms. A proactive communicator adept at handling calendars, scheduling confirmations, and delivering exceptional support tailored to team and stakeholder needs in a remote setup.

CORE COMPETENCIES

●Scheduling & Coordination: Calendar Management, Visit & Follow-Up Scheduling, Stakeholder Reminders & Confirmations

●Communication & Call Handling: Inbound & Outbound Calling, Inquiries Resolution, Confident Phone Manner, Active Listening

●Administrative Support: Data Entry, Information Management, CRM & Platform Navigation, File Organization

●Technical Proficiency: Google Workspace (Calendar, Gmail, Sheets, Docs), Virtual Meeting Tools (Zoom, Teams, Meets), MSP/Black Knight

●Operational Strengths: Problem-Solving, High Attention to Detail, Independent Execution, Australian Business Hours Alignment

WORK EXPERIENCE

Mortgage Servicing / Escrow Representative

Moder Solutions October 2023 – October 2026

●Managed complex borrower inquiries via phone and digital channels, delivering clear, empathetic, and solutions-focused assistance.

●Coordinated follow-ups, payment schedules, and account reviews with borrowers to prevent loan defaults and ensure operational compliance.

●Maintained exact account logs, system records, and calendar tasks using the MSP/Black Knight servicing platform.

●Conducted inbound and outbound calls to confirm account details, resolve complex servicing issues, and provide timely status updates.

●Collaborated with cross-functional teams to streamline workflow processing and maintain accurate documentation.

Fraud and Collection Specialist

FIS (Fidelity National Information Services Inc.) November 2021 – October 2023

●Executed high-volume inbound and outbound calls to verify account security, communicate fraud alerts, and coordinate next steps with cardholders.

●Managed case documentation, fraud dispute tracking, and transaction records with high attention to accuracy and detail.

●Investigated suspicious financial activities while upholding company policies and strict service quality standards.

●Scheduled client follow-up calls and managed case status updates to ensure prompt resolution with minimal operational disruption.

EDUCATION

Bachelor of Science in Nursing (Undergraduate) University of Cebu – Banilad, Cebu City 2019 – 2020

Secondary Education Diploma Catmon Integrated School, Catmon, Cebu 2013 – 2017

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