Summary
Overview
Work History
Education
Skills
Contributingtraits
Yearsinbpoindustry
Certification
Timeline
Hi, I’m

Maria Orcino

Research And Communications Specialist
Iloilo
Maria Orcino

Summary

Seasoned collaborator experienced in meeting needs, improving processes and exceeding requirements in team environments. Diligent worker with strong communication and task prioritization skills.


Possesses versatile skills in project management, problem-solving, and collaboration. Brings fresh perspective and strong commitment to quality and success. Recognized for adaptability and proactive approach in delivering effective solutions.

Overview

21
years of professional experience
2
Certifications

Work History

Fintrx

Data Analyst/Researcher
09.2018 - 02.2024

Job overview

  • Company Overview: Fintrx is a leading platform of family office data, research, and intelligence to the alternative investment industry and private capital markets
  • Website: https://www.fintrx.com/
  • Produced monthly reports using advanced spreadsheet functions.
  • Created various spreadsheet documents to assist with pulling metrics data and presenting information to stakeholders for concise explanations of best placement for needed resources.
  • Tasked to ensure that the integrity of the data within the platform is up to date and up to standard by analysis and online research

Fasimo Inc

Associate
11.2013 - 10.2016

Job overview

  • Is responsible for ensuring that everyone concerned is updated with any recent changes deployed
  • Is expected to train all involved with any new process conceived
  • As Customer Service Representative - is responsible for taking B2B calls from any of the company's clients whenever the need arises. Clients are then assisted in any way possible, such as creating bug tickets on their behalf, performs administrative tasks for them such as encoding, data gathering, etc
  • Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
  • Developed and maintained strong relationships with key clients to ensure high levels of satisfaction.
  • Maintained a high level of product knowledge, providing accurate information to customers.
  • Conducted troubleshooting and diagnostic procedures on customer devices.
  • As an Administrative Personnel, screens applicants to determine suitability/eligibility, monitors a ticket portal for incoming customer complaints, oversees other agents, and ensures that everything and everyone is accounted for
  • Trained new associates in customer service protocols, elevating overall team's performance.
  • Also assists in auditing and other miscellaneous tasks

FirstSource Solutions Ltd

Back Office Solutions Specialist for Barclaycard UK
05.2011 - 10.2013

Job overview

  • Functions include but are not limited to: customer account maintenance, responding to customer queries and requests made via correspondence, update of account balances, transfer of payments and balances, interest calculations, account linking to enable customers to view online up to 4 different accounts under one log in
  • Examines, verifies, and validates documents to ensure legitimacy
  • Is required to be creative if not ingenious, to work under minimal supervision and limited training
  • Answered customer questions about billing, account issues, interest calculations, etc.
  • Resolved customer issues quickly and efficiently to enhance overall customer satisfaction ratings.

Genpact LLC

Process Associate
10.2010 - 05.2011

Job overview

  • Is trained to handle inquiries from customers of a prepaid card product, as well as activate newly purchased cards upon request
  • Is expected to maintain good CSAT scores while adhering to Quality standards

24/7 Customer

Customer Service Representative
02.2010 - 08.2010

Job overview

  • Is expected to answer queries involving billing, mobile handset features, plan inclusions
  • Is also trained to do minor troubleshooting, amend billing errors, and account input errors
  • Should also take payment arrangements whenever the need for it arises

Stellar Global Solutions

IP Relay Operator
05.2009 - 01.2010

Job overview

  • Worked as an IP Relay Operator
  • Relay is a public service in the US that makes telephone communication for the speech disabled, hearing impaired and the deaf accessible
  • Responsibilities include transcribing the spoken part of the conversation, and speaking/relaying the typewritten part of the conversation to the speech enabled
  • Demonstrated strong attention to detail while transcribing calls, ensuring that messages were accurately conveyed between parties without loss of context or meaning.
  • Enhanced communication accessibility by transcribing phone calls for hearing-impaired clients.
  • Ensured adherence to strict compliance standards by following established protocols when dealing with highly-sensitive calls or situations involving law enforcement agencies.
  • Maintained strict confidentiality of client information while adhering to company policies and federal regulations.

Citigroup BPS

Customer Support Officer
06.2008 - 04.2009

Job overview

  • Is responsible for handling customer concerns regarding their credit card accounts while being able to maximize the service provided by CitiCards by introducing to eligible cardholders a variety of other products that could help protect their credit history, identity, or even monitor their credit file

PayPal, an eBay Company

CS Senior Agent
04.2007 - 01.2008

Job overview

  • Tier III Certified, is responsible for taking supervisory calls, and assisting internal customers (Consumer Support Agents) for concerns that are beyond the normal calls they encounter
  • Also responsible for providing added customer service by providing both external and internal customers with services that only a Senior Agent would have access to grant
  • Served as a reliable resource for colleagues, providing guidance on complex calls and sharing best practices for overcoming challenges in the relay process.

PayPal, an eBay Company

Consumer Support Agent
02.2005 - 04.2007

Job overview

  • Is responsible for handling inquiries regarding a customer's PayPal Account and its functions
  • Familiarizing new users of PayPal's purpose, etc
  • A phone call's concern could range between mere sign-up issues to actual PayPal button creation
  • ACH transfers are also part of the daily concern handled

Sykes Asia

Customer Care Professional
07.2003 - 08.2004

Job overview

  • Was trained to handle calls pertaining to concerns that may arise on existing loan accounts of Chase Home Finance, a division of JP Morgan Chase
  • Such concerns would more often than not involve payment increases that may result from a recent Annual Escrow Analysis
  • In time a Care Professional learns to respond to the customers' issues with sympathy over the impact of their mortgage in their daily lives
  • Other issues often encountered would be payment options, payment allocations and its respective tier, interest computations and also the processing of payoff quotes and its breakdown

Education

Business Administration

BS

University Overview

Skills

Data validation

Contributingtraits

Contributingtraits
  • Meticulous
  • Particularly observant and appreciative of details
  • Recognizes the importance of research and is particularly fond of it
  • Articulate
  • Straightforward
  • Dedicated

Yearsinbpoindustry

Yearsinbpoindustry
20

Certification

Project Initiation: Starting a Successful Project

Timeline

Project Initiation: Starting a Successful Project

08-2024

Foundations of Project Management

08-2024
Data Analyst/Researcher
Fintrx
09.2018 - 02.2024
Associate
Fasimo Inc
11.2013 - 10.2016
Back Office Solutions Specialist for Barclaycard UK
FirstSource Solutions Ltd
05.2011 - 10.2013
Process Associate
Genpact LLC
10.2010 - 05.2011
Customer Service Representative
24/7 Customer
02.2010 - 08.2010
IP Relay Operator
Stellar Global Solutions
05.2009 - 01.2010
Customer Support Officer
Citigroup BPS
06.2008 - 04.2009
CS Senior Agent
PayPal, an eBay Company
04.2007 - 01.2008
Consumer Support Agent
PayPal, an eBay Company
02.2005 - 04.2007
Customer Care Professional
Sykes Asia
07.2003 - 08.2004
Business Administration
BS

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Maria OrcinoResearch And Communications Specialist