MARIA CARLA B. BERCILLA

• Create build and maintain strong, long term, trusting relationship with clients based on trust and respect Ensure the client’s needs are being met.
• Ensure the timely and successful delivery of campaign tasks according to the client’s needs and objectives.
• Operate as the lead point of contract for all matters specific to client campaigns.
• Oversee campaigns of assigned clients.
• Identify and develop new business opportunities among existing clients
• Communicate with clients to understand their needs and explain service value
• Answer client queries regarding the campaign
• Resolve complaints, and prevent additional issues by improving processes. Observe 24 hours TAT policy in resolving an escalation. If necessary, extend to 48 hours but never go beyond that.
• Resolve complex client problems or disputes in a professional manner.
• Attend Client Onboarding
• Provide smooth and professional offboarding of clients. live Meeting with Client

• To escalate concerns to the supervisor or concerned personnel and to submit required reports.
• To handle customer concerns and inquiries on social media such as Facebook, Twitter, Instagram, Email and resolve them to each customer’s satisfaction

● Onboarding clients

● Pre-onboarding clients

● Campaign Planning and Preparation

● Set up Go live Meeting with Client

● Campaign Management and Control

● Measure and drive performance for key metrics

● Responsible for addressing the team's areas for improvement by creating effective action plans

● Monitor calls and check for adherence, identify performance trends and observe employee demeanor

● Improve Quality results by recommending changes and liaising with the Quality and Training teams

● Provide products and services information by answering questions and offering assistance.

● Provide updates related to products and processes

● Coordinate with Manila and Mumbai Operations team on a daily basis.

● Keep management informed of issues and challenges.

● Review daily, weekly, monthly and annual performances and prepare necessary reports

● Delegate work flow of the team on a daily basis.

● Motivate the team to achieve targets

● Responsible for the professional and personal development of direct reports

● Maintain harmony within the group and resolve grievances

● Contacting borrowers, primarily by phone, to assess their current financial situation and ask for their intention with the property.

● Evaluating payment options along with customers.

● Making calls on potential new contact numbers and verifying validity on contact.

● Discuss and solicit authorized contact phone numbers for any borrowers listed.

● Establish reason for delinquency.

● Properly document all activity on each contact including notation of discussion, reason for borrower delinquency, authorized contact phone numbers etc.

● TCPA – verification

● Selects, manages, and develops a high performing team of, production supervisors, and agents.

● Partner with US HR team to make hiring decisions, handle all employee relations up to and including termination, administering employee disciplinary actions including compliance with company policies

● Supports and measures department goals and metrics in an effort to develop processes that exceeds customer expectations.

● Reconcile agent hours between Ammex and CSG systems.

● Partner with the PM team to ensure we are managing all projects to client expectations.

● Conduct onboard training of call center agents and staff.

● Oversee and support Production Supervisors to ensure on-going enhancement of agent skills through daily agent development, on time skills assessments and appraisals and project training and mentoring.

● Demonstrates commitment to employee development. Creates a positive work environment that encourages employee participation and values the contribution of all employees. Develops tactics to address employee issues to improve morale while improving performance.

● Creates an environment that enables mission critical information to pass between functions quickly and completely. Acts as liaison with other departmental functions and coordinates with other departments to ensure goals are aligned, constant communication is available, and the overall call center operation is providing a quality customer experience efficiently and effectively.

● Actively participates in the effective coaching and counseling of staff members.

● Utilizes new technologies, processes, and training to constantly improve productivity and achieve a scalable infrastructure that meets the needs of a growing organization. Fosters the sharing of best practices within and between groups.

• Serves as an escalation point for agents in resolving conflicts with customers/calls • Coaches and counsel staff by identifying additional skills, training and experience needed.

• Understands, interprets and leads own team’s strategy and operating objectives.

• Implements the business strategy for the team, and program

• Prepares activity and status reports regarding work unit activities.

• Responsible for productivity of team and ensures that numbers are in line with management expectations.

• Possesses sufficient knowledge to constructively challenge current practices or approaches; identifies trends that have an impact on work unit, a particular product or service and articulates implications to management.

• Applies technical knowledge to determine solutions and solves moderately complex problems.

• Works on special projects as needed

• Make calls to prospective clients.

• Introduces the various features and exclusive benefits of the AIG Credit Card to prospects.

• Interviews the prospects to and asks for relevant personal information.

• Convinces prospect to avail of the credit card to prospective clients.

• Fills up an acceptance form with details given by the prospect.

• Checks with the prospect details of important information.

• Explains to the client required information in order to process the application.

• Prepares transmittal report reflecting the names of the clients who agreed to avail of the credit card.

• Complete tally sheet reflecting the number and nature of calls made for the day.

• Solicits referrals to prospects.

• Coordinates with the department regarding the application status and report.

• Provide a Telesales Officer with daily turn in report and sales productivity report.

• Performs other related duties that may be assigned by the superior

● Make initial and follow-up collection calls for past-due invoices and short-payment

● Make payment arrangements with customers

● Resolve delinquency an issue causing open orders to be place on credit hold and release

credit holds upon resolution

● Monitor accounts to identify and reconcile debits and credit memos

● Communicate with Account Managers of problems accounts, and resolve billing disputes and/or discrepancies.

● Process debit and credit adjustments

● Review all AR accounts for correct information

● Keep detailed collection notes and recommend changes in customer

terms

● Research purchase order and invoice discrepancies as required

● Provide proof of deliveries as requested

● Research payment discrepancies as required

● Research/Maintain integrity of customer accounts