Highly efficient Collections Support Associate well established in fast-paced and challenging environments, with extensive experience in high-pressure customer service roles. Eager to learn with aptitude for applying new knowledge with skill and efficiency.
Hi, I’m
MARICEL MENIANO
Quezon City,Philippines
Summary
Overview
18
years of professional experience
4
years of post-secondary education
Work History
ACCENTURE
Collections Support Associate
12.2014 - Current
Job overview
- Monitors outstanding invoices and performed collections duties.
- Contacts customers by phone, and email to recover a debt.
- Uses internet searches and other tools to try to locate customers who have moved or changed phone numbers.
- Investigates billing errors and disputes and follows up with customers.
- Monitored accounts receivables to proactively spot and handle problems.
- Identifies customer needs and wants to enhance customer experiences and encourage retention.
- Maintains positive and professional demeanor under pressure, handling difficult situations with composure and tact.
- Completes assigned tasks quickly and accurately, using strong time management and task prioritization.
- Updated customer records with new payments, balances and customer information.
- Met departmental training requirements to consistently improve standard of work.
CONVERGYS
Sales and Service Rep 2
09.2010 - 10.2012
Job overview
- Processed inbound customer calls, providing information on service or product upgrades, processed, and verified customer orders.
- Handles customer inquiries via phone and chat, giving prompt answers to customer questions.
- Upsold new products and accessories to customers.
- Advised customers on availability, pricing and location of products.
- Assisted customers with varying questions using product knowledge and service expertise.
- Assisted customers with product complaints, logging issues for investigation and providing replacement items.
- Resolved customer complaints following guidelines and referred complex inquiries to team leaders.
- Employed active listening and product expertise to offer accurate information and best solution to their needs, to successfully resolve inbound queries.
- Obtained feedback from customers to improve service experience.
- Adhered strictly to policies and procedures for continued company compliance.
- Participated in regular training to maintain up-to-date knowledge on company products and policies.
C P GARCIA INSURANCE AGENCY, INC.
Underwriting/Marketing Assistant
08.2006 - 07.2009
Job overview
- Created, reinstated, and cancelled car insurance policies.
- Initiated telemarketing for product promotions, insurance premium offers and acquire client database for record keeping purposes.
- Generated leads through phone calls, emails and face-to-face interactions.
- Tracked upcoming and renewals and new account information to keep accounts accurate.
- Applied thorough knowledge of claims procedures to process and close claims under tight deadlines.
- Prospected potential customers to increase policy acquisition and meet revenue goals.
Education
STI San Fernando City, Inc.San Fernando, Province Of La Union, Philippines
Bachelor of Science in Computer Science
06.1999 - 06.2003
University Overview
Skills
- Call Center experience of over 10 years
- Inbound and outbound call management
- Customer service
- Order processing
- Shipping and receiving
- Customer sales support
- Payment processing
- Accounts Receivable (AR)
- Collections processing
- Credit adjustments
- Billing dispute resolution
- Account reconciliations
- Statement issuing
- Debt recovery
- Complaint handling
- Problem solver
- Dispute management
- Investigative research
- Telephone skills
- Active listening
- Customer rapport
- Customer experience
- Written and verbal communication skills
- Results oriented
- Microsoft Office (Outlook, Teams, Word, Excel)
- SAP CRM
- Oracle
Timeline
Collections Support Associate
ACCENTURE
12.2014 - Current
Sales and Service Rep 2
CONVERGYS
09.2010 - 10.2012
Underwriting/Marketing Assistant
C P GARCIA INSURANCE AGENCY, INC.
08.2006 - 07.2009
STI San Fernando City, Inc.
Bachelor of Science in Computer Science
06.1999 - 06.2003
Languages
English
Advanced
Affiliations
Affiliations
- Running
- Gym
- Listening to Music
- Watching movies
- Reading
References
References
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