Maria Lourdes Arrojo Villegas

• Collaborated with team members to share knowledge and best practices, improving overall team performance in customer service metrics.
• Answered phone with friendly greeting to create positive inbound calling experience for customers.
• Improved first-call resolution rates by efficiently managing customer issues and complaints.
• Solved customer challenges by offering relevant products and services.
• Developed strong product knowledge to provide informed recommendations based on individual customer needs.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
• Assisted customers in navigating company website and placing online orders, improving overall user experience.
• Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.

1. Take customer calls and provide accurate, satisfactory answers to their queries and concerns

2. De-escalate situations involving dissatisfied customers, offering patient assistance and support

3. Call clients and customers to inform them about the company’s new products, services and policies

4. Guide callers through troubleshooting, navigating the company site or using the products or services

5. Review customer or client accounts, providing updates and information about billing, shipping, warranties and other account items.

Compsosed of Voice, SMS and MMS, internet conncetions on mobile phones, pocket wifi, an tablets, Home Internet and other miscellaneous services like wearables.

• Responsible for the full spectrum of sales and marketing management within designated cluster.
• Implement strategies and programs in the cluster to achieve annual targets in Sales of Brand New MC, Repo and Spare Parts.
• In charge for Marketing Activity such as Product Presentation for LGUs and Companies.
• Responsible for checking and monitoring the Marketing Assistant to hit the target parameters within the day for Inquiry and Application.
• Presentation of Monthly Report direct to Regional Manager for the status of 3 branch by achieving the target from the previous month.
• Responsible for Monthly Report for Sales Analysis, Inventory Management, Operations Management, and People Management.

• I am responsible for ensuring that the branch within my span of my control is operating in accordance with the company/region objectives, procedures and policies, directly supervise and evaluate all personnel in my branch. Appraises items and ensures quality service to customers. Helps enhance the corporate image to be able to generate more business for the Company.
• SPECIFIC DUTIES AND RESPONSIBILITIES
• A. Branch Operations Planning and Monitoring
• 1. Prepares the branch office’s operating plans and programs and submits programs to Area Operations Manager for review and approval
• 2. Monitors overall operations of the branch within his/her span of control
• 3. Prepares and monitors branch budget
• 4. Oversees and directs performance of branch personnel in a formal supervisory capacity
• 5. Controls and monitors all branch transactions such as pledges, renewals/redemptions, sales, cash transfers and disbursements (i.e. Pera Padala, PL/ALetc.)
• 6. Authorizes release of the branch petty cash fund
• 7. Authorizes emergency expenses of the branch in accordance with existing Company policy
• 8. Maintains discipline and harmonious relationships among employees to create a productive and efficient atmosphere
• B. Item Appraisal and Monitoring
• 1. Handles the appraisal of items being pawned and ensures that:
• A. Appraisal and acceptance values are correct
• B. Pledged items are sealed and properly labeled
• C. New items are signed after checking and encoding
• C. Spot Checking/Inventory Check
• 1. Conducts regular monthly vault inventory to determine whether accountable items in the vault are intact (Note: Inventory check should be conducted once a month. In cases of large-transaction branches, the Area Technical Assistant can assist the Branch Operations Manager.)
• 2. Conducts vault inventory and re-appraisal of all items accepted by other Branch Operations Managers/Relievers during overtime and Sunday work
• 3. Conducts cash count and tallies amount counted against the accountability at the end of the day
• 4. Conducts an inventory of sale items and reconciles inventory with the accountability
• D. Preparation of Rematdated Items for Pull-out
• 1. Double checks the packing of rematdated items for pull-out based on the listing and certifies its correctness
• 2. Checks and re-appraises items ready for pull-out to determine correctness of inventory and description
• 3. Signs the stock-out receipt and seals rematdated items ready for pull-out
• E. Customer Relations
• 1. Attends promptly to customer queries, complaints and problems brought to his/her attention
• 2. Immediately brings to management’s attention any critical sensitive customer relations matters
• 3. Ensures that branch personnel are fair and honest in their dealings with the customers aside from being friendly, solicitous and accommodating
• F. Premises Management
• 1. Monitors the maintenance and cleanliness of the branch premises
• 2. Sees to it that the required signage, posters, notices, and the like are completed and posted in strategic location
• 3. Reports any incident with the branch premises to the Area Operations Manager
• G. Report Preparation and Record Management
• 1. Records all transactions in the Cash Reimbursement/Disbursement Order (CRD)
• 2. Prepares the CRD Report
• 3. Makes a summary report of branch expenses
• 4. Monitors the validity, updates and correctness of branch records
• 5. Checks and/or prepares accurate, meaningful and timely reports for submission to the Management Services Company
• H. Performance Management
• 1. Supervises and evaluates the performance of the Appraiser, Vault Custodian, Branch Cashier, Branch Clerk, and Security Guard
• 2. Ensures that branch personnel fully understand their respective duties and responsibilities
• 3. Ensures that branch personnel understand the operating procedures and Company policies, rules, and regulations (e.g. customer relations, performance evaluation, timekeeping)
• 4. Motivates branch personnel
• 5. Communicates and disseminates all personnel policies and procedures for his/her branch
• 6. Communicates and addresses employee issues and concerns
• 7. Communicates and imposes appropriate sanctions or disciplinary actions for the same by the
• Imposes sanctions to subordinates for 2nd and 3rd offenses
• (Note: The Area Operations Manager should often file a memorandum before serving the sanction.)
• 9. Coaches the Vault Custodian on appraising techniques
• I. Others
• 1. Gives recommendations for approval of leaves of all subordinates
• 2. Assigns take-over persons in the branch in case of employee transfers or absences, ensuring proper turnover of accountabilities (Note: Applicable only in branches with more than two or three personnel)
• 3. Attends barangay trials relevant to his branch where a subpoena is issued
• 4. Makes recommendations on matters pertinent to business operations and other related activities
• 5. Participates actively in staff meetings, training programs and other professional development work
• 6. Performs other duties/tasks that may be assigned from time to time.

• Provided clerical support to company employees by copying, faxing, and filing documents.
• Safeguarded company information by maintaining strict confidentiality in handling sensitive documents and records.
• Maintained a clean and welcoming office environment, fostering positive impressions among clients and visitors alike.
• Updated spreadsheets and databases to track, analyze, and report on performance and sales data.
• Enhanced team collaboration by effectively scheduling meetings and coordinating calendars for multiple executives.
• Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.

• Ensured timely approval of invoices by monitoring outstanding items and following up with approvers as needed.
• Managed expense report processing, verifying receipts for accuracy and compliance with company policies before reimbursement.
• Supported cash flow management by scheduling and prioritizing payments according to company policies and vendor terms.
• Reconciled account information and reported figures in general ledger by comparing to bank account statement each month.
• Streamlined daily reporting information entry for efficient record keeping purposes.
• Gathered, evaluated and summarized account data in detailed financial reports.