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
Interpersonal Skills
Leadership skills
Computer Literate; MS Word, Excel and Power Point
Active listening abilities
Account Review
Goal-oriented mindset
Goals and performance
Relationship Building
Data Entry Efficiency
Conflict resolution techniques
Collections
Professionalism and Ethics
Decision-Making Competence
Debt recovery expertise
Teamwork orientation
Strong negotiation 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