Melba Namo
Iloilo City
Summary
Detail-oriented and results-driven professional with extensive experience in collections, finance, customer service, techinical support and administrative support. Skilled in maintaining accurate financial records, resolving organizational challenges, and optimizing workflow efficiency. Proven ability to manage multiple responsibilities across various roles, demonstrating adaptability and a strong work ethic.
Collection Specialist – 1 year of experience in managing payment collections, negotiating payment plans, and ensuring accurate reconciliation of financial transactions.
Bookkeeper / Accounting Assistant / System Administrator – 2.1 years of hands-on collaboration with the CEO, maintaining meticulous financial records, managing financial transactions, and providing comprehensive administrative support.
Technical Supervisor (Tier 3) – 3.5 years of experience overseeing technical operations, troubleshooting escalated issues, and ensuring smooth system performance.
Account / Billing Specialist – 7 years of expertise in managing billing processes, resolving customer inquiries, and ensuring seamless financial transactions.
Proficient in utilizing various software and tools, including Slack, QuickBooks, EPD, Stripe, PayPal, Google Voice, Google Sheets, Excel, WordPress, Clockify, Outlook, with basic knowledge of Canva and HubSpot.
Overview
17
17
years of professional experience
Work History
Collection Specialist/Finance Team
Earning For Keeps
02.2024 - 02.2025
- Contacted clients ( All Medical Professionals ) daily to follow up on outstanding payments, reconciled transactions, and informed them of approved payment pause requests. Managed payment restructuring, refunds, and cancellations as needed.
- Provided outstanding customer service by effectively resolving disputes, addressing client concerns, and handling frustrations, leading to improved customer satisfaction.
- Maintained a calm and professional demeanor during collection calls, ensuring a positive and solution-oriented experience for clients.
- Negotiated and facilitated payment plans, including collection pauses, payment restructuring, credit card updates, and special client requests.
- Processed and recorded clients' monthly subscriptions and recurring charges in EPD, Stripe, and PayPal.
- Amended client records to reflect changes in payment methods, monthly plans, collection pauses, and account cancellations across payment gateways.
- Coordinated with the Commission Tracking Team to ensure all payment modifications were accurately reflected in QuickBooks.
- Engaged in daily communication with the Client's Sales Team to address requests, concerns, and payment-related inquiries.
- Sought CEO or Executive Team approval before executing certain financial or account-related requests.
- Managed the offboarding process for clients who missed payments for 60 days, ensuring all necessary steps were completed before account closure.
Bookkeeper/Accounting Asst./System Admin
Menos Wealth - Australia ( WFH )
05.2021 - 05.2023
- Maintained general ledger and managed the company's Accounts Payable and Receivables
- Accurately recorded financial transactions and prepared financial statements
- Reconciled bank statements
- Prepared weekly, monthly, and annual financial reports
- Acted as the primary point of administrative contact and liaison with other offices, individuals, and external organizations to streamline communication
- Assisted the CEO in prioritizing tasks, arranging schedules/calendar, coordinating and attending meetings, and handling correspondence.
- Edited website content and implemented robust security measures to safeguard the website from hacking incidents
- Used WordPress, QuickBooks, WordPress and MS Excel, Zoom and Proton Mail and a lot of phone apps.
Senior Account Specialist
Bell Mobility - Canada ( iQor )
04.2019 - 01.2020
- Established warm and friendly rapport while interacting with customers by phone and email
- Developed empathetic client relationships and earned a reputation for consistently providing excellent customer service
- Served as point of escalation for complex customer issues, capturing timely resolution to drive client retention
- Provided "one-call resolution " to all customers' concerns
Health Care Specialist 2/Patient Care Coordinator
Blue Cross Blue Shield ( TeleTech )
10.2017 - 03.2018
- Coordinated with Doctors and Specialists, provided policyholders' benefits, deductibles, copayments & all other information regarding their policy
- Reviewed care plan effectiveness, liaising with clients and direct care providers to identify and address patients' issues
- Interpreted and adhered to care plans, seeking clarification from senior providers to maintain quality care
- Provided thorough patient education to facilitate a smooth transition of clients from hospital to home care
- Assisted in additional needs of care, directing patients to third party providers, facilities and community resources
Technical Support Specialist - Tier 3
T-Mobile USA ( Teletech )
04.2014 - 09.2017
- Demonstrated outstanding technical troubleshooting skills by identifying problems promptly and precisely
- Utilized exceptional communication skills to explain complex technical concepts to non-technical service users
- Escalated system issues, performed incident reports, and created trouble tickets
- Called the customer back within the agreed timeframe to ensure the issue had been resolved
Customer Care Representative
T-Mobile USA (TeleTech )
04.2008 - 03.2014
- Built rapport with customers through courteous and professional communications
- Listened to individual complaints with an open mind and asked detailed questions to understand issues
- Addressed customer concerns and inquiries quickly and accurately
- Provided friendly, attentive service by promptly responding to customer inquiries and dealing with them professionally
- Used excellent and efficient problem-solving skills to address and resolve complex customer issues
- Addressed technical difficulties by quickly identifying and troubleshooting customer issues to achieve timely first-time resolution
Education
Bachelor of Science in Commerce - ( Marketing )
Colegio Dela Purisima Concepcion
Roxas City, Capiz, Philippines1990
Skills
- Effective communication
- Professional telephone demeanor
- Customer service and Customer assistance and satisfaction
- Strong negotiation skills
- Assertiveness
- Well-organized and Detail-oriented
- Documentation and recordkeeping
- Data entry proficiency
- Account management
- Strong work ethic
- Self-disciplined
- Goal-oriented
- Positive attitude
- Adaptability and flexibility
- Critical thinking skills
- Analytical skills
- Troubleshooting skills
- Solution-oriented mindset
- Multitasking abilities
- Teamwork and collaboration
Education
other
Timeline
Collection Specialist/Finance Team
Earning For Keeps
02.2024 - 02.2025
Bookkeeper/Accounting Asst./System Admin
Menos Wealth - Australia ( WFH )
05.2021 - 05.2023
Senior Account Specialist
Bell Mobility - Canada ( iQor )
04.2019 - 01.2020
Health Care Specialist 2/Patient Care Coordinator
Blue Cross Blue Shield ( TeleTech )
10.2017 - 03.2018
Technical Support Specialist - Tier 3
T-Mobile USA ( Teletech )
04.2014 - 09.2017
Customer Care Representative
T-Mobile USA (TeleTech )
04.2008 - 03.2014
Bachelor of Science in Commerce - ( Marketing )
Colegio Dela Purisima Concepcion
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