Summary
Overview
Work History
Education
Skills
Accomplishments
Personal Information
Eligibility
References
Province
Training
Languages
Timeline
Generic

Chiara Mae Marcelo

Imus

Summary

Resourceful Specialist offering expertise in problem-solving, data analysis and customer service. Adept at quickly learning new technologies and processes for driving success. Proven track record of successfully managing multiple projects and developing innovative solutions.

Overview

14
14
years of professional experience

Work History

Cross-Skill Specialist III

JP Morgan Chase & Co.
07.2021 - Current
  • Determine business/ clients’ legitimacy and reviewing how they operates to make sure the will not a risk to the bank.
  • Process and approve new account opening application for business entity.
  • Facilitate account maintenance for business accounts.
  • Enhanced client relationships through effective communication and timely resolution of issues by partnering and assisting relationship managers (BRM).
  • Collaborated with cross-functional teams to efficiently resolve complex issues and compliance with regulatory requirements.
  • Demonstrated strong problem-solving skills when faced with unique or challenging situations that required innovative solutions for proper resolution of various account matters.
  • Minimized potential security risks by adhering to strict data privacy guidelines when handling sensitive client information during the course of account maintenance activities.
  • Reduced errors in account updates with meticulous attention to detail and thorough documentation.
  • Demonstrated exceptional attention to detail when maintaining client records leading to increased data accuracy and reduced instances of errors or disputes from clients regarding their account information and maintenance.


Credit Specialist II

JP Morgan Chase & Co.
11.2020 - 07.2021
  • Review forgiveness application from Small businesses who took a PPP loan.
  • Make sure expenses are fully documented, eligible and in accordance to bank and SBA’s (Small Business Administration) guidelines.
  • Validate if all expenses are made using the correct bank account and to check if proof of payments presented are all valid.
  • Review incoming application for PPP loan which includes checking if business/company meets a specific criteria before the application can be approved by the bank and the SBA.
  • Look into some legal aspect of the business and check if they are consistently adhering to the regulation of the government.
  • Examined financial statements and records to collect important details and verify calculations of their loan expenses.
  • Followed established auditing processes to meet internal and regulatory requirements.
  • Developed strong relationships with clients, building trust and ensuring a high level of satisfaction during the audit process.
  • Mentored junior auditors, sharing knowledge and best practices to foster their professional growth within the team.


Collections Specialist II

JP Morgan Chase & Co.
07.2017 - 11.2020
  • Check possible options that is appropriate to customer’s situation and provide excellent customer service at all times.
  • Negotiated to collect balance in full.
  • Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
  • Achieved performance goals on consistent basis.
  • Provided exceptional customer service by empathizing with clients'' financial situations while working towards mutually beneficial solutions.
  • Enhanced client relationships by consistently maintaining clear communication and promptly addressing concerns.
  • Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
  • Used probing techniques to determine debtors' reasons for delinquency.

Subject Matter Expert Apprentice

Concentrix PH
12.2015 - 07.2017
  • Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.
  • Designed and prepared technical reports, studies, and related documentation.
  • Promoted a culture of continuous improvement by regularly sharing insights from call monitoring activities during team meetings and huddles.
  • Ensured consistent service delivery by conducting regular calibration sessions with other Call Monitoring Specialists and supervisors.
  • Enhanced call center quality by monitoring and evaluating customer interactions for compliance with company policies and procedures.
  • Streamlined internal communication by collaborating with team leaders to address performance gaps and share best practices.
  • Upheld company standards in all customer interactions by consistently enforcing established guidelines during call evaluations.
  • Supported agent development by providing coaching and guidance on effective call handling techniques.
  • Collaborated effectively with colleagues across the team to identify root causes of repeated issues observed in monitored calls, driving corrective actions.
  • Served as the primary point of contact for escalated customer inquiries or complaints, resolving them effectively while maintaining client satisfaction levels high.
  • Optimized employee performance through regular coaching, feedback, and performance evaluations.
  • Balanced multiple priorities simultaneously while managing resources effectively to deliver desired outcomes under tight deadlines or changing circumstances.
  • Supported operations teams by providing timely and accurate information on agent availability and schedule adherence.
  • Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.
  • Addressed employee concerns with schedule changes; ensuring a transparent and fair process for all involved parties.
  • Balanced workload distribution among employees according to skill sets; leading to improved individual performance metrics.
  • Enhanced scheduling accuracy by monitoring call volumes and adjusting staffing levels accordingly.
  • Set and adjusted to schedules to maintain optimal coverage and service levels.
  • Evaluated existing procedures against regulatory requirements, identifying gaps and recommending improvements where necessary.

Customer Service Specialist - Collections

IBM Global Process Services/ Concentrix PH
03.2013 - 12.2015
  • Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
  • Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
  • Reduced delinquency rates by consistently following up with customers on their payment plans.
  • Maximized debt recovery with timely identification and escalation of high-risk accounts to management for further action.
  • Improved customer satisfaction by providing empathetic and prompt assistance during debt collection calls.
  • Negotiated mutually beneficial repayment arrangements with customers facing financial challenges, preserving goodwill while ensuring debt resolution.
  • Demonstrated commitment to ethical collections practices by adhering strictly to industry regulations and company policies at all times.

Technical Support Representative

SPi Global
05.2010 - 02.2013
  • Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
  • Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
  • Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
  • Used ticketing systems to manage and process support actions and requests.
  • Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
  • Monitored systems in operation and quickly troubleshot errors.
  • Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
  • Continuously updated personal technical knowledge through participation in workshops, seminars, and self-study to better serve the needs of clients.

Education

Bachelor of Science - Bachelor of Science in Information Technology

University of The East - Manila Campus
Manila, Philippines
04.2010

Secondary -

The National Teachers College
Quiapo, Manila
03.2006

Elementary -

Bucandala Elementary School
Imus, Cavite
04.2001

Skills

  • Customer Relations
  • Expert Problem Solving
  • Documentation Management
  • Quality Assurance
  • Advanced Communication
  • Technical communication
  • Root Cause Analysis
  • Analytical Thinking
  • Data Analysis
  • Idea Development and Brainstorming
  • Process Improvement
  • Process Analysis

Accomplishments

  • Passer of Career Service Examination-Paper and Pencil Test (CSE-PPT) Professional Level
  • Supervised team of 12-15 staff members.
  • Used Microsoft Excel to develop reports and interpret data.

Personal Information

  • Age: 33 years old
  • Citizenship: Filipino
  • Date of Birth: 05/15/90
  • Gender: Female
  • Marital Status: Married
  • Religion: Roman Catholic

Eligibility

Career Service Examination-Paper and Pencil Test (CSE-PPT) Professional Level, 05/22/11

References

  • Francis Paul De Guzman, Operations Manager, Concentrix, UP Ayala Technohub Commonwealth Quezon City, 09166025814
  • Karmina Libunao, Manager, JP Morgan Chase & Co., BGC Taguig, 09178014658

Province

Calabanga, Camarines Sur

Training

  • Seminar Workshop on 'Hard Disk Configuration', University of the East Manila, 03/07/07, 03/07/07
  • Seminar on Basic Php, University of the East, 09/01/09, 09/01/09
  • Government Service Insurance System (GSIS), 04/08/08, 05/14/08
  • Philippine Long Distance Telephone (PLDT), 04/21/09, 05/23/09

Languages

English
Bilingual or Proficient (C2)

Timeline

Cross-Skill Specialist III

JP Morgan Chase & Co.
07.2021 - Current

Credit Specialist II

JP Morgan Chase & Co.
11.2020 - 07.2021

Collections Specialist II

JP Morgan Chase & Co.
07.2017 - 11.2020

Subject Matter Expert Apprentice

Concentrix PH
12.2015 - 07.2017

Customer Service Specialist - Collections

IBM Global Process Services/ Concentrix PH
03.2013 - 12.2015

Technical Support Representative

SPi Global
05.2010 - 02.2013

Bachelor of Science - Bachelor of Science in Information Technology

University of The East - Manila Campus

Secondary -

The National Teachers College

Elementary -

Bucandala Elementary School

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Chiara Mae Marcelo