Helen Molina
Caloocan City
Summary
Experienced in providing exceptional customer service and handling transactions smoothly. Friendly and approachable, with knack for problem-solving and building rapport with customers. Quick to adapt and always focused on creating positive customer experiences.
Has experience in teaching classes, creating learning modules, managing nesting, analyzing data driven reports to operations, assessing, and reporting QA related tasks
Overview
10
10
years of professional experience
2015
2015
years of post-secondary education
Work History
Credit Controller
HelpBoxUk
06.2024 - Current
- Efficient in using CMS and Xero software for accounting/bookkeeping
- Create Client Accounts, Quotes and Invoices
- Send emails for Quotes and Invoices
- Set up Direct Debit payments for clients
- Update clients Payment History
- Assist Senior Account Manager and Operations to various operational needs
Training Specialist
Transcosmos Inc.
04.2021 - 12.2023
- Create, develop, and design different learning strategies to drive improvement on business and client needs
- Create and discuss reports related to KPIs gathered from Training/Nesting
- Evaluate and analyze learner behaviors and opportunities to bridge the learning gap and drive learner success
- Supported Hiring Matrix to make the hiring process more efficient and also help justify hiring decisions for agent role
- Supported and Evaluated Troubleshooting Guide and Transfer Project
CSR/SME
VXI
07.2018 - 03.2021
- Handle customer inquiries, billing concerns for their internet, phone and TV service
- Process job and sales order for existing and new customers for internet phone, cable, and wireless users
- Upgrade and sell fiber internet and wireless device to US Telco account
- Assist and troubleshoot customer technical issues
- I was also an SME which gave me an opportunity to assist agents in production and handled teams in Nesting
Billing & Collection Officer
Alorica
03.2015 - 07.2018
- Assist and answer billing related inquiries or concerns
- Collect and negotiate past due payments 1-61 days delinquent
- I was also an SME which gave me an opportunity to assist agents and handled escalated calls
Education
Internet and Communication Technology -
IETI
Skills
Exceptional background in Telco
Strong background in handling & teaching both New hire & Tenure agents
Broad understanding of Billing, Technical, and Accessibility related topics/modules
Familiarity with training and Operations Analytic Tools
High emotional quotient and People skills
Experience in Leading Projects in creating modules and activities, that aims to improve key stats
Trainings and Awards
- Trained in Six Sigma
- Awarded as Best in Attendance OPPCAP
- Coaching for Excellence
- Attend Leadership Learning & Development, 03/20/18 - 03/29/18
Timeline
Credit Controller
HelpBoxUk
06.2024 - Current
Training Specialist
Transcosmos Inc.
04.2021 - 12.2023
CSR/SME
VXI
07.2018 - 03.2021
Billing & Collection Officer
Alorica
03.2015 - 07.2018
Internet and Communication Technology -
IETI