Alvin "Vynn" Baculao
Talisay City, Cebu
Summary
Results-oriented client service professional with over 7 years of proven success in consistently exceeding client expectations. Proficient in email management and adept at effectively communicating with clients, customers, fund providers, and government agencies via phone. Specialized knowledge in Aged Care Advice and Financial Planning. Strong and decisive communicator, showcasing exceptional active listening skills to resolve issues promptly.
Overview
7
7
years of professional experience
1
1
Certificate
Work History
Sr. Subject Matter Expert - Client Services VA
VBP Back Office Solutions Inc.
03.2019 - 04.2024
- Provided administrative support within Financial Planning sector for Australia-based client, Alteris Financial Group, ensuring quality, accuracy, and timeliness of deliverables.
- Managed email correspondence, calendar scheduling, financial data analysis, and conducted research, serving as Senior Client Services Manager equivalent.
- Liaised with customers, fund providers, and Australian government agencies via phone to address inquiries and aid assistance.
- Prepared and submitted application forms to government agencies and fund providers, including aged care and age pension applications, financial hardship claims, and healthcare card requests.
- Managed diverse client portfolio of over 80 plus individuals, offering personalized guidance on implications of financial assets on age pension and aged care fees.
- Provided technical expertise to Financial Advisors on Aged Care process, specializing in Centrelink and Services Australia matters.
- Resolved complex issues through thorough research and effective solutions implementation, ensuring regulatory compliance.
- Reviewed Statements of Advice (SOAs), facilitated insurance quotes, handled product inquiries, and supported advisory process.
- Mentored junior team members, fostering their professional growth and facilitating continuous delivery of high-quality services.
Customer Service Specialist
Sykes Asia Philippines (under Ally Bank - U.S.)
04.2017 - 03.2019
- Managed over 60 (average) inbound calls per day from customers in United States, conducting thorough account verification before assisting and profiling them.
- Provided technical expertise on loan applications, credit reporting, vehicle refinancing, finance charge calculations, and other Ally Auto Loan-related inquiries.
- Offered personalized financial advice to address customer financial challenges effectively.
- Enhanced business credibility by delivering accurate and precise responses to customer inquiries.
- Maintained high levels of customer satisfaction through proactive strategies to address needs and resolve concerns.
- Actively participated in team meetings and training sessions to stay updated on product changes and improvements.
Accounting Staff (Intern)
Flour Daniels Inc. - Philippines
11.2016 - 04.2017
- Completed SAP training for proficiency.
- Utilized SAP system to process Accounts Payable transactions, including vendor billing statements and invoices.
- Conducted audits to verify accuracy of recorded invoices, billed amounts, and related transactions.
- Analyzed financial discrepancies and implemented solutions to ensure accurate financial records.
- Adhered to client confidentiality protocols and maintained data security and integrity.
- Reviewed balance sheet reconciliations to confirm accuracy and completeness.
Education
Bachelor of Science - Management Accounting
University of San Jose - Recoletos
Cebu City, Philippines03.2017
Skills
- Customer & Client Service Management
- Leadership, Training, and Support
- Email and Phone Management
- Bookkeeping and Accounting
- Research and Data Analysis
- Salesforce Management
- Proficient in MS Office 365 applications and Google Workspace
- Flexibility - Able to work on flexible schedules and willing to work overtime
- Problem-solving Aptitude
- Attention to Detail
- Excellent Written and Spoken Communication
- Interpersonal Communication
- Active Listening and Critical Thinking
- Goal-oriented and Initiative-driven
- Zest for Learning, High-stress Tolerance, and Commitment to Work
Certification
- Social Media Certified, Hubspot Academy - Valid from April 14, 2024 - May 14, 2026
Timeline
Sr. Subject Matter Expert - Client Services VA
VBP Back Office Solutions Inc.
03.2019 - 04.2024
Customer Service Specialist
Sykes Asia Philippines (under Ally Bank - U.S.)
04.2017 - 03.2019
Accounting Staff (Intern)
Flour Daniels Inc. - Philippines
11.2016 - 04.2017
Bachelor of Science - Management Accounting
University of San Jose - Recoletos
- Social Media Certified, Hubspot Academy - Valid from April 14, 2024 - May 14, 2026
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