CHARISSE ANNE V. PASOS
PROCESS ASSOCIATE
BACOOR
Summary
More than four years of experience as a process associate and involved in program testing and improvements.
Overview
23
23
years of professional experience
2
2
years of post-secondary education
1
1
Language
Work History
Customer Care Specialist
FOUNDEVER
Alabang Muntinlupa
10.2022 - 02.2024
- Sitel/Sykes Asia)
- Handles inbound and outbound calls (if required)
- Offers promotions, price plan change, loyalty offers and more
- Handles inquiries about bill/statement disputes
- Handles sales like adding a new line, purchasing additional devices
- Providing good customer service for US customers.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Streamlined operational efficiencies by managing accounts and contracts and processing system orders and cancellations.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Used exceptional communication to connect with customers, assess needs, and present solutions.
- Reconciled cost of orders Number% by selling loyalty clubs, offering promotions and correcting issues.
- Accurately tracked and recorded customer interactions in CRM platform.
- Maximized customer satisfaction by organizing Product or Service repairs, replacements and deliveries.
- Identified customer issues with products or services, investigated causes and initiated resolutions.
- Created customer profiles by answering questions and providing tailored experiences based on interests and agendas.
- Assessed and offered solutions to improve procedures and customer experiences.
- Requested escalation for unresolved issues.
- Communicated with customers to identify needs and expectations.
- Verified accuracy of customer account information and updated when necessary.
Collections Specialist
EMAPTA VERSATILE SERVICES
Ortigas
04.2022 - 09.2022
- Responsible for collections of outstanding accounts receivable, resolving customer billing problems, and reducing accounts receivable days
- Review and analyze open accounts for targeted collection efforts
- Making outbound collection calls in a professional manner while keeping and improving customer relations
- Resolves client-billing problems and rescues accounts receivable delinquency, applying good customer service in a timely manner
- Collect customer payments in accordance with payment due dates
- Identify issues attributing to account delinquency and discuss them with management
- Review and monitor assigned accounts and all applicable collection reports
- Provide timely follow-up on payment arrangements
- Mail correspondence to customers to encourage payment of problematic accounts., Handles billing inquiries and product updates.
- Counseled debtors on payment options and arranged installment agreements.
- Used skip tracing and other techniques to locate debtors.
- Negotiated to collect balance in full.
- Researched accounts and completed due diligence to resolve collection problems.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Achieved performance goals on consistent basis.
- Used probing techniques to determine debtors' reasons for delinquency.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Processed payments and applied to customer balances.
- Registered information of customers on database, collecting credit history, financial statements and personal details to preserve accurate records.
PROCESS ASSOCIATE
GENPACT PHILIPPINES
Alabang, Muntinlupa
02.2015 - 04.2022
- Performed quality assurance checks on transactions and account actions to assess compliance with state and federal regulations.
- Collaborated with team to define business requirements for organizational processes, achieve productivity standards, and adhere to accuracy standards.
- Partnered with cross-functional teams to conduct thorough discovery and due diligence on existing processes.
- Identified and resolved process issues to drive optimal workflow and business growth.
- Responsible for collections of outstanding accounts receivable, resolving customer billing problems, and reducing accounts receivable days
- Review and analyze open accounts for targeted collection efforts
- Making outbound collection calls in a professional manner while keeping and improving customer relations
- Resolves client-billing problems and rescues accounts receivable delinquency, applying good customer service in a timely manner
- Collect customer payments in accordance with payment due dates
- Identify issues attributing to account delinquency and discuss them with management
- Review and monitor assigned accounts and all applicable collection reports
- Provide timely follow-up on payment arrangements
- Mail correspondence to customers to encourage payment of problematic accounts., Handles billing inquiries and product updates
- Troubleshoot cable-related services, internet, mobile phones, data, and communications services
- Handles sales for additional offers and added services for the customers.
- Counseled debtors on payment options and arranged installment agreements.
- Used skip tracing and other techniques to locate debtors.
- Negotiated to collect balance in full.
- Researched accounts and completed due diligence to resolve collection problems.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Achieved performance goals on consistent basis.
- Used probing techniques to determine debtors' reasons for delinquency.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Trained new team members on scripts, company services, and collection strategies.
- Processed payments and applied to customer balances.
- Maintained high volume of calls and met demands of busy and productive group.
- Registered information of customers on database, collecting credit history, financial statements and personal details to preserve accurate records.
Customer Service / Technical Support Tier 1
STARTEK PHILIPPINES
Ortigas
03.2013 - 02.2015
- Monitoring and maintaining computer systems, internet, cable services, and telephone services
- Troubleshoot cable systems, cable-box, data, and technician appointments for customers if needed
- Handles sales for additional offers and added services for the customers.
- Tracked changing software and technologies with potential to impact customer requirements.
- Managed fast-paced call center work to assist high volume of daily customers using multiple internal databases and systems.
- Troubleshot problems with software, hardware and networking for users.
- Partnered with sales, operations and field service teams to coordinate solutions.
- Supported customers throughout incident response, management and resolution to deliver expert assistance for technical needs.
- Recognized escalation needs and connected customers with advanced support staff.
- Identified trends in client requests and helped management get ahead of ongoing problems.
- Crafted intelligent, professional responses to emailed and web chat customer questions.
- Assisted sales team by creating and maintaining supporting data files.
- Worked within task management system to receive, manage, and close support requests.
- Created user accounts and assigned permissions.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Helped streamline repair processes and update procedures for support action consistency.
- Generated reports to track performance and analyze trends.
- Responded to customer inquiries and provided technical assistance over phone and in person.
SALES ASSISTANT
SM MOLINO BRANCH Jobsplacement
Quezon City
02.2013 - 02.2013
- Assigned for giving out flyers, offering promos and data packages for walk-ins, groups
- Doing sales visits for schools, companies, hospitals, etc
- Depending on the requirements.
- Fielded customer questions to share information about products, availability, and pricing.
- Assisted customers with prompt and polite support in-person and via telephone.
- Used consultative sales techniques to understand customer needs and recommend relevant products and services.
- Helped customers locate products and checked store system for merchandise at other sites.
- Prepared PowerPoint presentations and Word documents for sales presentations.
- Entered, coded and processed vendor invoices and helped track expenses for capitalizations.
TRAVEL ASSISTANT
HEWLETT-PACKAGE ENTERPRISE, DXC TECHNOLOGY
Mckinley, Taguig
01.2013 - 02.2013
- Process reservations for clients for all ACCOR HOTELS affiliated
- Promoting sales and offer added services for hotel and resorts reservations
- Offer Promos and Tariff rates.
- Helped plan out accommodations and transportation for individual, couple and family clients.
- Generated passenger itineraries with details of timetables and specific locations.
- Fielded inquiries via email, telephone and web chat about travel services.
- Reviewed, documented and approved travel expenses for team members.
- Input traveler information into system, resolved schedule conflicts and assessed fees owed to complete trip packages.
CUSTOMER SERVICE
TELEPERFORMANCE
Makati
10.2011 - 03.2012
- Developed customer service scorecards to measure customer service performance.
- Provided outstanding customer service.
- Provided exemplary customer service on each field visit to deliver exemplary customer service.
- Developed a deep understanding of customer service principles and customer service best practices.
ADMINISTRATION ASSISTANT
TRAVELS MANILA, DEPARTMENT
Makati
12.2010 - 02.2011
- Assigned on travel requests of all employees of Sutherland local and international
- Assist in handling updates for their transportation, accommodations, business meetings, and passport assistance
- Handles billing-related concerns
- Handles reservations for airlines, hotels, and local and international bookings.
- Updated spreadsheets and databases to track, analyze, and report on performance and sales data.
- Executed record filing system to improve document organization and management.
- Prepared weekly employee work schedules to meet operational needs.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Drafted agendas, recorded minutes and generated documents to facilitate meetings.
- Booked airfare, hotel, and ground transportation to coordinate office travel.
- Managed accounts payable and receivable to gain better sense of overall financial stability and liquidity.
Reservation Agent
SG TRAVEL AND TOURS
Pasay
09.2008 - 10.2010
- Handles reservations for the Korean market, group bookings, honeymoon couples and foreign individual travelers
- Assisting and advising customers who may be choosing from a variety of travel options
- Making reservations for customers based on their various requirements and budgetary allowances
- Checking the availability of accommodation or transportation on the customers' desired travel dates
- Handles golf reservations
- Knowledgeable in basic ABACUS GDS SYSTEM for airline and hotel reservations
- Handles conferences for groups for a particular event depending on the requirements.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
MANILA OPERATIONS - RESERVATIONS AGENT
MARINETOUR PHILIPPINES, PASAY
Manila
12.2003 - 02.2006
- Handles reservations for the Korean market, group bookings, honeymoon couples and foreign individual travelers
- Assisting and advising customers who may be choosing from a variety of travel options
- Making reservations for customers based on their various requirements and budgetary allowances
- Checking the availability of accommodation or transportation on the customers' desired travel dates
- Handles golf reservations
- Knowledgeable in basic ABACUS GDS SYSTEM for airline and hotel reservations
- Handles conferences for groups for a particular event depending on the requirements.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Worked closely with front desk to achieve full occupancy of property.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
RESERVATIONS AGENT
MANILA OPERATIONS, ISLAND BEACH TRAVEL
MANILA
11.2002 - 05.2003
- Handles reservations for the Korean market, group bookings, honeymoon couples and foreign individual travelers
- Assisting and advising customers who may be choosing from a variety of travel options
- Making reservations for customers based on their various requirements and budgetary allowances
- Checking the availability of accommodation or transportation on the customers' desired travel dates
- Handles golf reservations
- Knowledgeable in basic ABACUS GDS SYSTEM for airline and hotel reservations
- Handles conferences for groups for a particular event depending on the requirements.
SERVICE CREW
SM BACOOR BRANCH WENDYS PHILIPPINES
BACOOR (CAVITE)
07.2001 - 12.2001
- Talked with customers about project specifications, budgets and timelines for top-notch customer service.
- Assisted in dining room by removing soiled dishes during meal service and transporting to kitchen for washing.
- Measured and recorded storage temperatures for frozen, cold and hot items.
- Delegated tasks to employees, taking skill, availability and project needs into consideration.
- Kept all prep areas clean by sweeping, mopping and washing down counters.
- Trained contracted employees on specific tasks, monitoring work for safety, efficiency and overall project progress.
- Recorded detailed daily progress notes and tracked daily issues, productivity and supplies used.
Education
Basic Ticketting And Reservation Process - For Frontline Employee
Institute For Opportunities For Career Empowerment
Ortigas 09.2011 - 05.2011
HOTEL AND RESTAURANT SERVICES -
TESDA
LAS PINAS 07.2003 - 05.2003
AB -COMM ARTS - Commercial And Advertising Art
LYCEUM OF THE PHILIPPINES
01.2000 - 04.2001
BACOOR NATIONAL HIGH SCHOOL
Bacoor Cavite 01.1999 - 04.2000
Skills
Active Listening
Flexible and Adaptable
Self-Motivated
Attention to Detail
Dependable and Responsible
Multitasking Abilities
Telephone reservations
Friendly service mentality
Travel bookings
Hotel accomodations
Additional Information
CERTIFICATES AND AWARDS
Promising Award OCTOBER 29, 2021 For having the greatest number of Promise to pay for the month of July
GENPACT PHILIPPINES
Biggest Kept Award OCTOBER 29, 2021 For having the highest RAW Kept for the month of July GENPACT PHILIPPINES
Certificate of Excellence
MARCH 19, 2021 2PPD SUPPLIER TOP PERFORMER (CLUSTER GELO) Quarter 1 2021 GENPACT PHILIPPINES
Certificate of Excellence
DECEMBER 31, 2020 2PPD SUPPLIER TOP PERFORMING AGENT FOR SEPTEMBER 2020 GENPACT PHILIPPINES
Timeline
Customer Care Specialist
FOUNDEVER
10.2022 - 02.2024
Collections Specialist
EMAPTA VERSATILE SERVICES
04.2022 - 09.2022
PROCESS ASSOCIATE
GENPACT PHILIPPINES
02.2015 - 04.2022
Customer Service / Technical Support Tier 1
STARTEK PHILIPPINES
03.2013 - 02.2015
SALES ASSISTANT
SM MOLINO BRANCH Jobsplacement
02.2013 - 02.2013
TRAVEL ASSISTANT
HEWLETT-PACKAGE ENTERPRISE, DXC TECHNOLOGY
01.2013 - 02.2013
CUSTOMER SERVICE
TELEPERFORMANCE
10.2011 - 03.2012
Basic Ticketting And Reservation Process - For Frontline Employee
Institute For Opportunities For Career Empowerment
09.2011 - 05.2011
ADMINISTRATION ASSISTANT
TRAVELS MANILA, DEPARTMENT
12.2010 - 02.2011
Reservation Agent
SG TRAVEL AND TOURS
09.2008 - 10.2010
MANILA OPERATIONS - RESERVATIONS AGENT
MARINETOUR PHILIPPINES, PASAY
12.2003 - 02.2006
HOTEL AND RESTAURANT SERVICES -
TESDA
07.2003 - 05.2003
RESERVATIONS AGENT
MANILA OPERATIONS, ISLAND BEACH TRAVEL
11.2002 - 05.2003
SERVICE CREW
SM BACOOR BRANCH WENDYS PHILIPPINES
07.2001 - 12.2001
AB -COMM ARTS - Commercial And Advertising Art
LYCEUM OF THE PHILIPPINES
01.2000 - 04.2001
BACOOR NATIONAL HIGH SCHOOL
01.1999 - 04.2000