MARY JOY CAJILIG
Team Manager
Iloilo City
Summary
Results-driven professional with a strong foundation in customer service compliance, debt collections, and medical eligibility quoting. Exceptional numerical skills combined with a proven ability to persuade customers to settle past due amounts while maintaining a calm demeanor under pressure. Tech-savvy innovator adept at leveraging emerging technologies and social media management to enhance productivity and team collaboration. Committed to achieving organizational goals through strategic planning, effective communication, and a proactive approach to problem-solving.
Overview
13
13
years of professional experience
Work History
Chatter
Sunny Angel
CITY OF ILOILO (Capital)
07.2025 - 03.2026
- Duties: Handled direct fan engagement through chat to drive sales, upsell content, and maintain strong relationships. Focused on meeting daily revenue targets by using effective communication, personalized interactions, and consistent follow-ups to maximize fan spending and retention. Germany Based Client.
- (Only Fans) - Sales
Chatter
Peaches
CITY OF ILOILO (Capital)
05.2025 - 09.2025
- Duties: Directly responsible for managing chatter to reach their daily quota, in charge of guiding, monitoring and leading the mini team assigned. Responsible for motivating my chatters as well as inspiring positive communication within them so that they can work together toward achieving goals. UK Based Client.
- (Only Fans) - Sales
Assistant Coach/Chatter
Social Buzz
CITY OF ILOILO (Capital)
03.2024 - 12.2024
- Duties: Directly responsible for managing chatter to reach their daily quota, in charge of guiding, monitoring and leading the mini team assigned. Responsible for motivating my chatters as well as inspiring positive communication within them so that they can work together toward achieving goals. US Based Client.
- (Only Fans) - Sales
Team Leader
Transcom
CITY OF ILOILO (Capital)
05.2023 - 03.2024
- Duties: Directly responsible for managing product knowledge, profitability, quality, and effectiveness of my team. Daily activities primarily focus on effectively leading and managing a team of CSR to meet company objectives in all areas of employee, client and shareholder satisfaction. This especially includes the developing competencies of the CSRs and ensuring that behaviors are in alignment with the TransVision goals.
- (Comcast) - Sales/Billing
Operations Team Leader
TELUS INTERNATIONAL PHILIPPINES
CITY OF ILOILO (Capital)
11.2022 - 04.2023
- Duties: Leads and manages a team of CSRs in the optimal execution of call center operations activities. Ensures that each team member meets/exceeds their goals and metrics on a daily, weekly and monthly basis. Conducts performance management activities for team members supervised, timely planning, assessment and feedback meetings. Ensures that personal and team goals are set, and provides the necessary coaching, mentoring, and assistance in order for team members to achieve their targets. Handles escalation calls from CSR’s.
- (Yahoo) - Sales
Operations Expert/ Assistant Team Manager
LEGATO HEALTH TECHNOLOGIES
CITY OF ILOILO (Capital)
08.2020 - 10.2022
- Duties: Floor Support, Escalated Transaction (Manager Call), Assigned POC for all Subject Matter Experts, Reporting data analysis every end of month, Host and presenter for nesting intervention, Managed 15 associates or while team manager is away, Assisting in Sharepoint management including data extraction and creating lists for tracking purposes, Creating deck materials for knowledge hour, Coaching, Call Listening, Managing sweeper queue and attending calibrations with on shore every Friday.
- (Anthem - National Provider Services)
Customer Service/Sales Representative
IQOR/RMS COLLECT PHILS. INC.
CITY OF ILOILO (Capital)
05.2019 - 07.2020
- Duties: Supporting members with their phone/home internet bills and assisting them to (basic) troubleshoot their phone such as no service, how to's instructions to use other functions of their phone and home internet connection. Graveyard shift. Flexible working hours (9 hrs a day including lunch)
- (Virgin Mobile) - Sales/Billing
Virtual Assistant
Bode Contagion
CITY OF ILOILO (Capital)
08.2018 - 12.2018
- Duties: Personal Assistant, Email Management, Calendar Management, Customer Service (Inbound Calls and Email Responses), Project Management (Project Bidding and Drafting Proposal), Content Creation, Content Strategy, and Digital Marketing, Social Media Management, Creating Invoices, Lead Generation, Wordpress editor, Creating Meeting Reports, Quality and Analysis, Taking down minutes of meetings, Personal Errands (hotel, flight and restaurant bookings), and other general VA tasks. Monday - Friday AUT (including Saturdays and Sundays if needed)
Collections Specialist
ALORICA TELESERVICES, INC./ EGS FINANCIAL CARE INCORPORATED
QUEZON CITY, MANILA
09.2016 - 08.2018
- Duties: Collecting customer’s credit card debts from 90-270 days past due. Graveyard shift.
- Team Leader: Juanito Antonio Agregado – 09212747632
Social Media Assistant & Virtual Assistant
UAB KAVITA
CITY OF ILOILO (Capital)
02.2018 - 07.2018
- Duties: Managing the social media account of the company for Instagram and LinkedIn. I do image sourcing for instagram’s daily post using a strategy for it to be viral then scheduling it on Hootsuite. I am also engaging with groups. Searching for an article content, making a text and cover for it to be posted on LinkedIn. Collecting and inviting contacts using linkedhelper on linkedin. Creating SOP for training materials. Doing Interviews and training new hires for instagram, linkedin workaround. Managing emails and BP expenses. Monday - Friday EST from 8pm-5am (including Saturdays and Sundays if needed)
ESL/Online English Tutor
ACADSOC
CITY OF ILOILO (Capital)
02.2018 - 04.2018
- Duties: To provide standard ESL courses to our Chinese students (from children to working adults) using online teaching system. Preparing for 1-to-1 online classes, Teaching online with the textbooks, Doing corrections and conducting effective instruction during the classes, Doing assessments and tests for the students, Abiding by school regulations and management and achieving the teaching goal as scheduled with high quality. 5 hours every weekdays and 5-8 hours every weekend
- (Part time)
Technical Specialist
TELETECH
CITY OF ILOILO (Capital)
11.2014 - 01.2016
- Duties: Supporting customers for troubleshooting their home internet connection. Offering Home Internet Services Upgrades.
- (CENTURYLINK) - Sales/Technical Support
- Team Leader: Paz Corbita
Contact Centre Consultant
IBM GLOBAL PROCESS / CONCENTRIX WESTPAC
QUEZON CITY, MANILA
05.2013 - 10.2014
- Duties: Supporting Teller’s and Bank manager’s inquiry regarding customers bank account and atm/eftpos transaction. Day shift.
- Team Leader: Mary Grace Mendiola - 09327316262/09998832798
- WESTPAC (Australian Account)
Education
Bachelor of Science - Tourism
John B. Lacson Foundation Maritime University
Iloilo City, PH01-2013
Bachelor of Science - Tourism And Hotel Management
St. Therese La Fiesta
Iloilo City, PH01-2011
Skills
● Friendly, positive attitude
● Teamwork and collaboration
● Computer skills
● Customer service
● Problem-solving
● Team management
● Time management
● Data entry
● Multitasking Abilities
● Organization and time management
● Supervision and leadership
● Excellent communication
● Calm under pressure
● Flexible and adaptable
Timeline
Chatter
Sunny Angel
07.2025 - 03.2026
Chatter
Peaches
05.2025 - 09.2025
Assistant Coach/Chatter
Social Buzz
03.2024 - 12.2024
Team Leader
Transcom
05.2023 - 03.2024
Operations Team Leader
TELUS INTERNATIONAL PHILIPPINES
11.2022 - 04.2023
Operations Expert/ Assistant Team Manager
LEGATO HEALTH TECHNOLOGIES
08.2020 - 10.2022
Customer Service/Sales Representative
IQOR/RMS COLLECT PHILS. INC.
05.2019 - 07.2020
Virtual Assistant
Bode Contagion
08.2018 - 12.2018
ESL/Online English Tutor
ACADSOC
02.2018 - 04.2018
Social Media Assistant & Virtual Assistant
UAB KAVITA
02.2018 - 07.2018
Collections Specialist
ALORICA TELESERVICES, INC./ EGS FINANCIAL CARE INCORPORATED
09.2016 - 08.2018
Technical Specialist
TELETECH
11.2014 - 01.2016
Contact Centre Consultant
IBM GLOBAL PROCESS / CONCENTRIX WESTPAC
05.2013 - 10.2014
Bachelor of Science - Tourism
John B. Lacson Foundation Maritime University
Bachelor of Science - Tourism And Hotel Management
St. Therese La Fiesta