Joven Mones
Collections And Customer Service Representative
Summary
Results-driven Psychology Graduate with expertise in customer service and financial advisory roles. Resolved complex customer issues while ensuring satisfaction through strong analytical skills and attention to detail. Delivered effective solutions in fast-paced environments, utilizing communication and problem-solving capabilities to enhance team collaboration and customer experiences.
Overview
12
12
years of professional experience
Work History
E-Commerce Customer Service Representative
Privy
Remote
12.2023 - Current
- Resolved customer inquiries through chat, enhancing overall satisfaction and loyalty.
- Analyzed customer feedback data to identify trends and recommend service improvements.
- Managed high-volume customer inquiries through chat.
- Maintained detailed records of customer interactions, allowing for better tracking of patterns and trends in customer behavior.
- Skilled at working independently and collaboratively in a team environment.
- Operating under part-time hours.
Autofinance Collections Specialist/ Financial Advisor
iQor Phils Inc
Remote
10.2018 - Current
- Strengthened collections via consistent negotiation and establishment of structured payment plans.
- offered financial consultation to 350 customers per month, supporting account health and preventing payment issues.
- Developed and implemented payment plans to improve customer compliance.
- Analyzed account data to identify trends in delinquency and recovery rates.
- Improved customer payment compliance through negotiating mutually agreeable repayment plans.
- Maintained compliance with state and federal regulations during all collections activities, ensuring ethical business practices.
- Managed collections process, ensuring timely follow-up on overdue accounts.
- Began working remotely since 2020, with company-provided equipment.
Telecommunications Customer Service Representative
iQor Phils Inc
SM City Clark, Pampanga
11.2017 - 10.2018
- Resolved customer billing and service issues daily, reducing call follow-up calls.
- Achieved customer satisfaction by consistently resolving all customer concerns.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Managed high-volume call environments while maintaining service quality standards.
- Implemented process improvements that streamlined workflows and increased efficiency.
- Developed comprehensive knowledge of products to provide accurate information to customers.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Data Entry Clerk
S-Corp Philippines Inc. SBFZ
Subic Bay Freeport Zone, Province Of Zambales, Philippines
11.2015 - 07.2017
- Processed 200 data entries per day with 98% accuracy rate.
- Managed confidential business tax information and legal documents for Bank of America clients, ensuring 100% data security.
- Executed data entry tasks with high accuracy, ensuring timely updates to databases.
- Maintained comprehensive records and files, facilitating efficient information retrieval.
- Conducted regular audits of data entries to identify discrepancies and implement corrective measures.
- Developed standardized procedures for data input, improving consistency across documentation practices.
Administrative Assistant
Subic Bay Yacht Club
Subic Bay Freeport Zone, Province Of Zambales, Philippines
04.2014 - 06.2014
- Provided logistical support for company events, conferences, and sales, ensuring smooth operations.
- Assisted in execution of Commodore's Cup Regatta in 2014, contributing to a memorable event experience.
- Coordinated daily office operations to enhance workflow efficiency and team collaboration.
- Coordinated daily office operations, improving workflow efficiency and fostering team collaboration.
- Resolved customer inquiries daily, improving customer satisfaction.
- Developed and maintained filing systems to support document retrieval and information management.
- Implemented process improvements that reduced turnaround times for administrative tasks significantly.
Education
Bachelor of Science - Psychology
Mondriaan Aura College Inc.
Subic Bay Freeport Zone01-2015
Bachelor of Science - Engineering
Saint Louis University
Baguio City01-2012
Skills
E-commerce platforms
E-commerce software
E-commerce support
Customer service
Live chat support
Complaint resolution
Conflict resolution
Collections
Credit and collections
Revenue recovery
Account reconciliation
Record preparation
Multitasking
Teamwork and collaboration
Financial management
Skip tracing
Customer service skills
Trainings and Certifications
- Leadership by Example August 6, 2012 at Mondriaan Aura College, SBFZ
- From Interview to Feedback: What you need to know about Psychological Assessment December 6, 2013 at Provincial Gymnasium, Trece Martinez City, Cavite
- HIPAA Compliance Certification
- GCO Certification
Timeline
E-Commerce Customer Service Representative
Privy
12.2023 - Current
Autofinance Collections Specialist/ Financial Advisor
iQor Phils Inc
10.2018 - Current
Telecommunications Customer Service Representative
iQor Phils Inc
11.2017 - 10.2018
Data Entry Clerk
S-Corp Philippines Inc. SBFZ
11.2015 - 07.2017
Administrative Assistant
Subic Bay Yacht Club
04.2014 - 06.2014
Bachelor of Science - Engineering
Saint Louis University
Bachelor of Science - Psychology
Mondriaan Aura College Inc.