Marifel Mataflorida
Applicant
Loon, Bohol
Summary
Offering positive attitude and genuine interest in helping others, ready to thrive in customer-focused environment. Brings ability to quickly learn company products and services, ensuring accurate and efficient customer support. Ready to use and develop communication and problem-solving skills in role. And developed strong analytical, problem-solving, and regulatory compliance skills in corporate environment, seeking to transition into new field. Demonstrated ability to ensure adherence to regulations and mitigate risk through data analysis. Looking to leverage these transferable skills to contribute effectively in new professional role.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
2
2
Languages
Work History
Compliance Analyst
Ibex
07.2022 - Current
- Conducts regular reviews of company policies and procedures for alignment with regulatory requirements and industry best practices.
- Assists investigation and risk management teams with fraud investigations and risk identification.
- Conducts gap analyses on existing controls systems, recommending improvements where necessary for increased effectiveness in maintaining regulatory compliance.
- Develops improvement and corrective action plans to bring operations in line with requirements.
- Streamlined internal audit processes for improved efficiency and accuracy in detecting potential compliance issues.
- Prepares documentation and records for upcoming audits and inspections.
- Monitors adherence to industry regulations, ensuring timely reporting of any discrepancies or violations.
- Assists in the preparation of reports for senior management, outlining findings from investigations into suspected non-compliant activities.
- Supports incident response efforts when breaches were identified by coordinating remediation efforts between multiple departments.
- Reviews audit and monitoring reports related to consumer and client activities.
- Improves company''s risk management strategy by identifying, assessing, and mitigating potential risks related to noncompliance.
- Collaborates with cross-functional teams for the successful implementation of new compliance initiatives.
- Maintains high standard of integrity, transparency and trust
Chat Support Agent
IBEX TAGBILARAN
04.2020 - 06.2022
- Handled Accounts & Billings - process payment and update customer's information
- Assisted in setting up a new service for the customer and in modifying the services when necessary
- Managed multiple priorities successfully while maintaining strict adherence to deadlines within a fast-paced environment.
- Participated in regular training sessions to stay updated on the latest product developments and industry trends.
- Enhanced customer satisfaction by effectively addressing and resolving support issues.
- Delivered professional chat support, maintaining a consistently positive tone throughout all communications.
- Acted as liaison between customers experiencing difficulties with their accounts/billing arrangements and the finance department for swift rectification measures.
- Provided excellent customer service, resulting in high levels of customer loyalty and retention.
- Maintained extensive knowledge of competitors' offerings and relevant industry news enabling well-informed recommendations for customers on how best to address their support requirements.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Customer Service Associate
CONCENTRIX
12.2015 - 10.2019
- Took inbound and outbound calls from international customers
- Handling consumer and premium customers
- Performed basic troubleshooting steps for any technical issues
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Enhanced customer satisfaction by effectively addressing inquiries and resolving issues.
- Managed high call volume with exceptional time management skills, minimizing wait times for 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.
- Developed strong relationships with clients through attentive listening and empathetic understanding of their needs.
- Managed multiple customer queries simultaneously, ensuring timely and accurate responses.
- Enhanced customer loyalty by providing empathetic and efficient resolution to issues.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
Education
BACHELOR OF ELEMENTARY EDUCATION - Elementary School Teaching
BOHOL ISLAND STATE UNIVERSITY
Tagbilaran, Bohol, Philippines 01.2011 - 01.2015
Skills
- Adaptability
- Computer literate
- Curiosity
- Excellent customer service skill
- Flexibility
- Interpersonal Communication
- Maintain high standard of integrity
- Open-minded and willing to learn
- Observe professionalism at all times
- Problem solving
- Time management
- Due diligence
- Compliance monitoring
- Analytical skills
Personal Information
- Age: 30
- Place of Birth: Bohol
- Gender: Female
- Nationality: Filipino
- Marital Status: Single
- Religion: Roman Catholic
Timeline
Compliance Analyst
Ibex
07.2022 - Current
Chat Support Agent
IBEX TAGBILARAN
04.2020 - 06.2022
Customer Service Associate
CONCENTRIX
12.2015 - 10.2019
BACHELOR OF ELEMENTARY EDUCATION - Elementary School Teaching
BOHOL ISLAND STATE UNIVERSITY
01.2011 - 01.2015
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