MELLO JEAN MACULA
Customer Service Representative
Sucat, Muntinlupa,Metro Manila
Summary
Dedicated Customer Service Representative with extensive experience in inbound call handling, technical support, and billing assistance, known for delivering accurate solutions, building client trust, and driving satisfaction through clear communication and problem‑solving.
Overview
19
19
years of professional experience
Work History
Sr. Operations Representative
Capital One Philippines Support Services Corp.
03.2026 - 09.2026
- Handles incoming calls to provide customers credit card usage information, verification of payment, online technical support, and assist customers with other account-related concern
- Update account information as requested by the customer
- Transfers the customer to the appropriate department
Advisor I Customer Service
Concentrix CVG Philippines
06.2025 - 09.2025
- Managed inbound calls assisting customers with billing inquiries, dispute resolution, order modifications, and order processing
- Delivered accurate, timely solutions by actively listening to customer concerns and applying company policies effectively
- Proactively introduced and recommended relevant products and services, successfully converting inquiries into sales opportunities
- Ensured precise and thorough documentation and customer interactions, maintaining up-to-date records and full compliance with company standards
Customer Care Representative
Telstra International Philippines Inc.
06.2019 - 10.2022
- Provided prompt and courteous responses to customers' inquiries regarding billing, ensuring their needs were efficiently addressed
- Conducted basic troubleshooting to resolve issues with customers' mobile and internet services, enhancing their overall satisfaction
- Efficiently processed customers' orders, including changes to mobile plans, addition of plan features, prepaid recharge, service relocations, and ownership transfers, ensuring smooth transactions
- Proactively promoted new products and services, successfully encouraging existing customers to upgrade their plans, thereby contributing to revenue growth and customer loyalty
- Aid customers with basic troubleshooting for mobile and internet services
- Utilized Siebel and Salesforce to process diverse customer orders: plan adjustments, feature additions, recharges, relocations, and ownership transfers
- Proactively introduce and recommend new products/services, encouraging plan upgrades for existing customers
Customer Care Representative
TTEC
02.2017 - 06.2019
- Provided timely and personable responses to customers' inquiries regarding billing, ensuring their satisfaction with every interaction
- Conducted preliminary troubleshooting to address issues related to customers' mobile and internet services, demonstrating a proactive approach to problem-solving
- Facilitated seamless processing of customers' requests, including adjustments to mobile plans, addition of features, prepaid recharges, service relocations, and ownership transfers, ensuring accuracy and efficiency
- Proactively introduced and promoted new products and services, effectively encouraging existing customers to explore and upgrade their plans, thus fostering long-term relationships and driving revenue growth
Area Accountant
PJ Lhuillier Inc.
09.2011 - 12.2016
- Verified and authenticated supporting documents for payment requests from branch or area managers, ensuring accuracy and compliance with company policies
- Prepared checks for company rentals and various expenses, maintaining meticulous attention to detail in financial transactions
- Scrutinized expense report summaries and facilitated replenishments for revolving/petty cash funds, ensuring financial integrity and proper documentation
- Managed the review and processing of area and branch expense fund liquidations, maintaining strict adherence to internal controls
- Administered the processing and monitoring of cash advances by employees, fostering accountability and transparency in financial activities
- Entered accounting entries accurately into the Accounts Payable Vouchers system, contributing to the integrity of financial records
- Recorded adjusting entries, including cash advance liquidation, prepayment amortization, and expense accruals, maintaining accurate financial reporting
- Generated summaries of paid and outstanding disbursements, providing insights into financial status and cash flow management
- Prepared monthly bank reconciliation statements, reconciling accounts to ensure accuracy and completeness of financial records
Accounting Assistant
Pioneer AP Elastic, Philippines Inc.
01.2010 - 04.2011
- Thoroughly examined Accounts Payable Vouchers and Check Vouchers, meticulously reviewing accompanying documents such as Purchase Request Notes, Purchase Orders, and Receiving Reports for accuracy and completeness
- Consolidated charges to sister companies and facilitated the preparation of Debit Notes, ensuring clear and transparent communication of financial transactions
- Recorded a wide range of company transactions with precision and attention to detail, ensuring the integrity of financial records
- Produced monthly summaries of withholding tax, maintaining compliance with tax regulations and contributing to accurate financial reporting
- Adaptable team member who effectively managed various additional responsibilities as assigned, demonstrating versatility and a commitment to team success
- Prepare monthly withholding tax summaries, ensuring tax compliance
- Maintain transparent financial records, record company transactions accurately
Accounting Assistant
Woodridge Properties Inc.
03.2009 - 12.2009
- Managed the efficient processing and meticulous verification of various administrative requests, ensuring accuracy and adherence to organizational standards
- Excelled in the preparation of comprehensive month-end bank reconciliations, showcasing strong analytical abilities and attention to detail in financial record management
- Prepare month-end bank reconciliations, enhancing financial accuracy and transparency
Accounting Assistant
Keppel Batangas Shipyard Inc.
07.2008 - 02.2009
- Managed the accurate and timely processing of invoices from various creditors, ensuring adherence to company policies and financial regulations.
- Conducted thorough reviews and rectification of incorrect Details Of Payment for subcontractors, maintaining high standards of accuracy and integrity in financial transactions.
- Authorized payments to suppliers and subcontractors on behalf of my superior, demonstrating trust and confidence in my decision-making abilities
- Verified payment statuses for different creditors, promptly addressing any discrepancies and ensuring timely resolution
- Corrected payment errors for subcontractors, improving financial accuracy
- Monitor creditor payment status, maintaining good credit standing
- Prepare subsidiary ledgers, reconcile accounts payable, ensuring financial transparency
Audit Staff
Citimart Group of Companies
05.2007 - 10.2007
- Conducted thorough checks of Daily Sales Reports and Cash Remittances for two snack bar branches, ensuring accuracy and completeness of financial records
- Oversaw physical month-end inventory counts for snack bars, maintaining precise inventory levels and identifying discrepancies.
- Conducted daily cash counts for petty cash and verified replenishments, ensuring proper cash management procedures were followed.
- Managed the verification of parking tickets, ensuring accuracy in revenue collection and compliance with parking regulations
- Conducted weekly recounts of wages for the company's skilled workers, ensuring precision in payroll processing
- Monitored receipts and disbursements for the company's group holdings, maintaining accurate financial records and facilitating financial decision-making. Recount weekly wages for skilled workers, ensuring fair compensation
Education
Bachelor of Science in Accountancy -
University of Batangas
Batangas City01-2007
Secondary level -
Batangas National High School
Batangas City01-2003
Skills
Email communication
Inbound call handling
Workload prioritization
Web research
Problem-solving
Bookkeeping
Customer relationship management
Data entry
Data analysis
Invoice processing
Accounts payable
Inventory audit
Timeline
Sr. Operations Representative
Capital One Philippines Support Services Corp.
03.2026 - 09.2026
Advisor I Customer Service
Concentrix CVG Philippines
06.2025 - 09.2025
Customer Care Representative
Telstra International Philippines Inc.
06.2019 - 10.2022
Customer Care Representative
TTEC
02.2017 - 06.2019
Area Accountant
PJ Lhuillier Inc.
09.2011 - 12.2016
Accounting Assistant
Pioneer AP Elastic, Philippines Inc.
01.2010 - 04.2011
Accounting Assistant
Woodridge Properties Inc.
03.2009 - 12.2009
Accounting Assistant
Keppel Batangas Shipyard Inc.
07.2008 - 02.2009
Audit Staff
Citimart Group of Companies
05.2007 - 10.2007
Bachelor of Science in Accountancy -
University of Batangas
Secondary level -
Batangas National High School