Bernice Arcillas Gerosaga
Summary
Accomplished Senior Specialist and Bilingual Relationship Manager with a decade of experience in customer service, debt collection, and education. Proven track record in managing inbound and outbound calls in both English and Spanish, resolving complex customer issues, and maintaining high satisfaction levels. Recognized for exceptional performance in the Home Retention Department at PHH Mortgage. Expertise includes empathetic communication, payment processing, delinquent account management, and repayment negotiations. Adept at building rapport with customers through professional communication and delivering quality service. Career goal: to leverage extensive experience in a challenging role that fosters professional growth while contributing to organizational success.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Appointment Setter
Best Office Staff
12.2024 - Current
- Maintained a high level of knowledge about energy services in CA , enabling effective communication with potential clients during cold calls.
- Answered phone calls and answered questions from potential customers.
- Acted as first point of contact and set appointments for prospective clients.
- Handled complaints and questions, and re-directed calls to other team members.
- Demonstrated exceptional multitasking abilities by managing multiple calendars simultaneously while handling incoming calls from potential clients.
Senior Specialist, Bilingual Relationship Manager
PHH Mortgage
09.2014 - 07.2024
- Managed inbound and outbound customer service calls, both in English and Spanish, efficiently resolving queries and complaints to uphold satisfaction levels.
- Served as point of escalation for complex customer issues, capturing timely resolution for customer whose mortgage account is delinquent and going into foreclosure.
- Assisted customers with payment-related questions and setting up their payment plans.
- Utilized persuasive communication techniques to overcome objections and secure appointments for follow ups on their concerns.
- Addressed customer service inquiries quickly and accurately.
- Built rapport with customers through courteous and professional communications.
- Performed well at quality assurance evaluations by continuously actioning performance feedback to drive personal improvement.
- Recognized among leading performers in the Home Retention Department.
- Earned exceptional feedback in Stella Connect.
Bilingual Collections Agent, Fingerhut
iQor Philippines, Inc.
09.2013 - 09.2014
- Managed inbound and outbound calls, both in English and Spanish, collecting payments and ensuring payment plans.
- Analyzed debtor accounts, identified discrepancies, and resolved billing issues to prevent future disputes.
- Demonstrated empathy and understanding towards customers facing financial hardship, while securing payments.
- Evaluated issues and concern to determine importance and urgency, prioritizing and escalating complaints to a supervisor.
- Maintained accurate records of all collection activity, updated customer files with payment agreements.
- Developed and maintained professional relationships with clients, enhancing customer service and satisfaction.
Bilingual Debt Collector, Portfolio Recovery Assoc
Cybercity Teleservices, Ltd. Inc.
09.2012 - 09.2013
- Managed inbound and outbound calls, both in English and Spanish, at a third-party collection agency.
- Contacted customers and discussed unresolved issues and past-due payments to obtain good credit scores.
- Prioritized accounts for collection based on total amount owed and credit reference agency reports.
- Gathered required information from customers for settlement reviews and followed up on management determined results.
- Processed payments over the phone and set up recurring drafts.
Assistant Class Directress
Montessori de Zamboanga
10.2011 - 05.2012
- Collaborated with teaching staff to organize school events and activities, enhancing the educational experience.
- Provided one-to-one support for students requiring additional assistance with their studies.
- Monitored student attendance and followed up on unexplained absences to maintain academic continuity.
- Assisted in maintaining a safe and orderly classroom environment, promoting positive behavior among students.
- Participated in parent-teacher meetings, offering insights into student progress and areas for improvement.
Education
Bachelor of Arts - Major in English
Western Mindanao State University
2011
Don Pablo Lorenzo Memorial High School
2005
Southcom Elementary School
2001
Skills
- Spanish vocabulary language
- Computer literacy
- Relationship management
- Appointment Scheduling
- Social media navigation
- Customer complaint management
- Written and verbal communication skills
- Problem-solving
- Debt collection best practices
- Energetic work ethic
- Willingness and eagerness to learn
- Strong work ethic
Certification
- Certificado de Finalizacion del Entranamiento de español, September 2012
- Debt Collection Training, October 2012
- Gold Awardee - CCC Manila for Reaching and Surpassing The Goal for The Month of February 2015
- Team Top Agent - July 2015, September 2015 and March 2016
- Top ICP Achiever - March 2016
- Top QA Performer - March 2016
- Top Performer, Home Retention Department - December 2016
- Top 3 ICP Earner - February 2017
- Special Mention, Service Obstacle System (ACH Change) - November 2022
Proofs of certifications:
https://www.facebook.com/media/set/?set=a.10204362380289938&type=3
Languages
English
Proficient
C2
Spanish
Advanced
C1
Hobbies, Interests and Link for Voice Record
- Listening to music
- Gardening and Landscaping
- Travel
- Interior Designing
- Photography
- Movies and Series
Voice-recorded self introduction via Vocaroo:
https://voca.ro/1f9J9r4o7ByT
Timeline
Appointment Setter
Best Office Staff
12.2024 - Current
Senior Specialist, Bilingual Relationship Manager
PHH Mortgage
09.2014 - 07.2024
Bilingual Collections Agent, Fingerhut
iQor Philippines, Inc.
09.2013 - 09.2014
Bilingual Debt Collector, Portfolio Recovery Assoc
Cybercity Teleservices, Ltd. Inc.
09.2012 - 09.2013
Assistant Class Directress
Montessori de Zamboanga
10.2011 - 05.2012
Don Pablo Lorenzo Memorial High School
Southcom Elementary School
Bachelor of Arts - Major in English
Western Mindanao State University
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