Summary
Overview
Work History
Education
Skills
Timeline
Generic
Maria Monica Brosas-Tagayun

Maria Monica Brosas-Tagayun

Customer Service Professional
Mandaluyong Vity

Summary

Skilled professional with experience in collections, customer service and data entry. Exceptional interpersonal and problem-solving skills. Effectively mediates customer disputes and collects payment in timely manner.

Overview

17
17
years of professional experience
6
6
years of post-secondary education

Work History

COLLECTIONS SPECIALIST

American Express Internationl
8 2022 - Current
  • Cultivated a professional demeanor when dealing with difficult customers, displaying empathy while remaining assertive in achieving desired outcomes.
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
  • Contributed to a positive work environment by providing support, guidance, and expertise to junior team members as they navigated complex collections situations.
  • Collaborated with cross-functional teams to identify potential at-risk accounts and develop preventative measures.
  • Maintained compliance with state and federal regulations during all collections activities, ensuring ethical business practices.
  • Reduced delinquency rates by implementing effective collection strategies and maintaining consistent follow-up procedures.
  • Processed payments and applied to customer balances.

TEAM LEADER

Concentrix Corporation Philippines
10.2021 - 08.2022
  • Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
  • Worked with team to identify areas of improvement and devised solutions based on findings.
  • Supervised team members to confirm compliance with set procedures and quality requirements.
  • Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
  • Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
  • Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
  • Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.

PROCESS TRAINER

Concentrix
08.2020 - 10.2021
  • Delivered high-quality training sessions, leading to increased productivity among team members.
  • Created engaging learning experiences by incorporating real-world examples and case studies into the curriculum.
  • Collaborated with cross-functional teams for seamless integration of new processes and systems.
  • Enhanced process efficiency by identifying areas of improvement and implementing necessary changes.
  • Designed customized training plans based on individual employee needs, promoting tailored skill development.

FACULTY MEMBER

Our Lady of Pilar Montessori Center
02.2016 - 04.2017
  • Assessed student performance through a variety of evaluation methods, providing constructive feedback for continuous improvement.
  • Collaborated with faculty, staff and stakeholders from across college and community to create, preserve and partnerships.
  • Developed innovative curriculum materials, resulting in increased student engagement and understanding of complex topics.

PROCESS DEVELOPER

Genpact Services Llc.
03.2009 - 04.2015
  • Prioritized secure handling of sensitive customer information within processes, minimizing potential liability issues by proactively managing risk.
  • Performed regular audits of internal processes, identifying areas for improvement and driving change through targeted action plans.
  • Conducted root cause analysis on process deviations, implementing corrective actions to prevent future occurrences.
  • Mentored junior team members in best practices for process development, fostering a culture of continuous learning and improvement.

CUSTOMER SERVICE ASSOCIATE

Stargate Contact Solutions
06.2007 - 12.2008
  • Responded to customer calls and emails to answer questions about products and services.
  • Maintained a high level of product knowledge, providing accurate information to customers.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Achieved consistently high levels of customer satisfaction by prioritizing empathy, patience, and effective problem-solving skills during interactions.
  • Collaborated with team members to achieve monthly targets and optimize workflow efficiency.
  • Provided customer feedback to management and identified areas of improvement for products and services.

Education

Bachelor of Science - Major in Histoy

Rizal Technological University- Main Campus
Mandaluyong City, Metro Manila, Philippines
04.2001 - 05.2007

Skills

Good communication skills

Timeline

TEAM LEADER

Concentrix Corporation Philippines
10.2021 - 08.2022

PROCESS TRAINER

Concentrix
08.2020 - 10.2021

FACULTY MEMBER

Our Lady of Pilar Montessori Center
02.2016 - 04.2017

PROCESS DEVELOPER

Genpact Services Llc.
03.2009 - 04.2015

CUSTOMER SERVICE ASSOCIATE

Stargate Contact Solutions
06.2007 - 12.2008

Bachelor of Science - Major in Histoy

Rizal Technological University- Main Campus
04.2001 - 05.2007

COLLECTIONS SPECIALIST

American Express Internationl
8 2022 - Current
Maria Monica Brosas-TagayunCustomer Service Professional