Mary Joy Ople Guison
Pasig City
Summary
Dedicated and organized professional with over 10 years of experience in dynamic environments, demonstrating a proven track record of success. A positive attitude and adaptability contribute to effective team leadership, serving as a key point of contact for various initiatives and facilitating productive meetings focused on achieving outcomes. A strong commitment to confidentiality and sound judgment in ambiguous situations enhances the ability to build lasting client relationships. Proven capabilities in driving productivity and fostering collaboration reflect a passion for achieving organizational goals and delivering exceptional results.
Overview
15
15
years of professional experience
Work History
Service Trainer
Revdojo
09.2024 - Current
- Developed training materials including manuals, presentations, and assessments to ensure consistent knowledge transfer.
- Designed and delivered training programs for new and tenured employees on customer service processes, systems, and product knowledge.
- Collaborated with team leaders and managers to identify training needs and align with business goals.
- Ensured adherence to company policies, compliance requirements, and quality standards during training.
Medical Receptionist
BrainWellness Institute
03.2024 - 02.2025
- Assisted healthcare providers with administrative tasks, enabling them to focus on quality patient care.
- Ensured accurate record-keeping by diligently updating patient information and verifying insurance coverage.
- Maintained strict confidentiality of patient information, adhering to HIPAA regulations and medical office policies.
- Streamlined appointment scheduling for improved patient flow and reduced wait times.
- Helped patients complete necessary medical forms and documentation.
Senior Disputes Specialist/ Representments
J.P Morgan Chase & Co
04.2016 - 03.2024
- Analyze and resolve customer and merchant inquiries through emails, phone calls and written correspondence with the goal of resolving customer's inquiry on first touch, with minimal customer impact, while mitigating financial exposure to Chase organization.
- Interpret and apply Visa and MasterCard regulations for all dispute situations.
- Provide exceptional customer service by resolving credit card billing disputes
- Interact with customers and merchants to ensure most appropriate, timely and equitable resolution for the customer.
- Communicate professionally with internal individuals at all levels of the organization verbally and through high quality, concise emails.
- Success:
- Team POC for LMOS - Lead team meeting 20 minutes before end of shift to discuss updated Productivity, Decision Quality and Outcomes as a team and share process updates, if there is any.
- Team POC for Loss Mitigation. Review team losses and look for opportunities for reconciliation. If loss is valid - will coach specialist who incurred the loss
- No losses for 2023 and 2024
Part Time - HR Recruiter/Sourcing Specialist
More Staffing LLC
06.2023 - 01.2024
- Source resumes of qualified candidates for specific job orders, using job boards, applicant tracking systems, company web sites, etc.
- Coordinate closely with internal clients regarding requirements, qualifications, interview schedule and calibration of skills.
- Make recommendations on additional candidate pools and recruiting techniques, after evaluating market conditions
- Conduct phone interviews to pre-screen candidates, verifying their qualifications, availability and compensation requirements; documents these interviews
- Sets up interviews between candidates and Hiring Managers
- Recruiting passive candidates, through phone calls, emails and general relationship-building.
Account Specialist
Microsourcing
02.2014 - 11.2015
- Assisted clients with resume builder account to make sure usage is maximized.
- Provided step by step instructions and technical support over the phone with clients having difficult time in navigation.
- Role included providing support to clients via Phone, chat and e-mail.
- Set up new customer accounts and updated existing profiles with latest information.
- Adhered to standards of quality and service as well as all compliance requirements.
Product Training Specialist
Transcom Worldwide
10.2011 - 12.2013
- Train new hire agents with Customer Services processes, Basic troubleshooting and Sales.
- Attend weekly client calibration calls for the training process.
- Ensure seamless transition of new hires to production floor after classroom training.
- Upskill tenured agents and provide updates coming from clients.
- Update visual presentation for classroom training
Customer Service Representative
Transcom Worldwide
06.2010 - 09.2011
- Provide thorough explanation of monthly bills for customers calling in.
- Deliver step by step instructions and basic troubleshooting over the phone for customers having difficulties in their internet connection.
- Maintained up-to-date knowledge of product and service changes.
Education
Bachelor of Science - Nursing
DCSL College
Quezon City, Metro Manila, Philippines10-2008
Skills
- Proficient in verbal and written communication techniques
- Expertise in Microsoft tools
- Thrives in fast-paced environments
- Forward thinking and demonstrates confidentiality and strong judgement in all type of situations
- Attention to detail and strong time management skills
- Coaching and training
- Strong team-orientation, interpersonal skills, and proven ability to develop strong client relationships
Attended Free Training for Supply Chain
- Completed an intensive 3-day Supply Chain Management Training covering procurement, inventory management, logistics, and demand planning.
- Gained hands-on experience through case studies and practical exercises to strengthen problem-solving and decision-making skills.
Timeline
Service Trainer
Revdojo
09.2024 - Current
Medical Receptionist
BrainWellness Institute
03.2024 - 02.2025
Part Time - HR Recruiter/Sourcing Specialist
More Staffing LLC
06.2023 - 01.2024
Senior Disputes Specialist/ Representments
J.P Morgan Chase & Co
04.2016 - 03.2024
Account Specialist
Microsourcing
02.2014 - 11.2015
Product Training Specialist
Transcom Worldwide
10.2011 - 12.2013
Customer Service Representative
Transcom Worldwide
06.2010 - 09.2011
Bachelor of Science - Nursing
DCSL College
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