SQL
Mharcel Apostol
Pasig City,NCR
Summary
With several years of experience in Cash Collection and IT, has exceptional Business Process Management (BPM) knowledge; Excellent project coordination skills that ensure delivery of the end-to-end project within the client’s expectations, budget, and schedule; Has above average time management and communication skills developed through exposure in Leadership/Management level as an admin assistant for two different companies.
Overview
7
7
years of professional experience
7
7
years of post-secondary education
5
5
Certifications
Work History
Process Engineer Analyst
Conifer Global Business Center, Inc
Taguig City, NCR
09.2022 - 01.2023
- Analyzed and refined product requirements for developers that provided the best solution for business needs and market requirements.
- Served as agile/scrum product owner. Attended daily stand-ups and provided on-the-spot guidance when capable and soon after when a consultation was needed.
- Built a strong partnership with developers and quality assurance. Promoted collaboration to find efficient ways to satisfy business and user needs.
- Aligned work with the project schedule. Prioritized the agile backlog accordingly. Tracked the status of each user story.
- Updated product documentation and admin tools to reflect enhancements.
- When needs differ by market segment, specify configuration options and appropriately set up the default configuration for each market segment.
Process Improvement Officer
Ubiquity Global Services Philippines, Inc.
Taguig City, NCR
02.2022 - 07.2022
- Oversaw and led several initiatives focused on the centralization and streamlining of all Banking Operations activities, providing standard methodologies and applying Lean principles
- Co-led Lean and automation capability to facilitate and expedite continuous improvement within the team; built robust controls into all the Banking Operations processes, including the development and deployment of programs, process documentation, and BCP
- Facilitated process improvement and assisted business owners in improving existing process performance through analysis, experience, and employee input in a project environment
- Built and delivered Operational/Delivery Excellence training and coached on business excellence principles
- Supported the development and implementation of a formal management review of Key Performance/Operating results and trained and coached all functional areas on measurement principles
- Provided support to develop support assets, e.g., a tracking tool for operational excellence success stories, tracking of root cause/lessons learned from actual delivery experiences, et cetera.
- Liaised with different teams within Banking Operations to assess and understand data to analyze, then identify the root causes and corrective actions for service areas
- Escalated and analyzed identified issues and concerns to Program Head for timely resolution
- Maintained current processes and incorporated documentation updates as required
Customer Success Specialist
Wells Fargo International Solutions LLC - Philippines
Taguig City, NCR
07.2021 - 12.2021
- Served customers by phone, email, and letter
- Supported Everyday Banking business line: Consumer Service, and Online Customer Service
- Mainly answered questions for Wells Fargo customers and satisfied their banking and financial concerns, such as answering routine to complex queries and resolving problems which may include escalated issues
- Enhanced customer relationship with Wells Fargo by offering other banking services
Transaction Processing Specialist
S&P Global Philippines, Inc.
Pasig City, NCR
09.2020 - 01.2021
- Vigorously participated in the collection of all outstanding receivables, which included making collections calls and other communications
- Enforced policies and procedures related to payment, cancellation, and suspension/termination of customer services
- Provided general customer service regarding customer refunds, payment forms, payment discrepancies, tax forms/ procedures, payment histories, account statements, et cetera.
- Monitored and maintained accounts within the assigned territory, which included the performance of reconciliations and adjustments
- Worked with other business teams, including Sales, Order Management, and Client Services, to solve customer issues that could hinder payment
- Noted and reported customer status through account reviews, account notes, and meetings with various business stakeholders
- Assisted in the maintenance of customer contact information
- Assisted in mutual support and knowledge sharing of the global Credit and Collections team
Sales Consultant
Telstra International Philippines, Inc.
Pasay City, NCR
04.2019 - 03.2020
- Captured accurate, detailed notes of discussions and arrangements and sent follow-up information as requested
- Required to meet sales targets by offering a variety of Telstra products and promos to customers and ensuring agreed Service Levels are met or exceeded
- Processed customer requests relative to billings, payments, accounts, sales orders, and others
- Assisted customers with basic troubleshooting to solve their technical issues
- All services are done through live chat, messaging, or email platform
- Performed outbound calls to customers if needed
- Escalated issues per escalation policy; collected, progressed, and escalated high-quality disputed information as required
- Ensured that the business operated in line with operational excellence practices in the areas of process performance, process execution, process management, and continuous improvement
- Conducted research and obtained resolutions on a variety of escalated concerns related to customer complaints and issues
Collections Support New Associate
Accenture, Inc.
Quezon City, NCR
06.2016 - 05.2019
- Contacted by phone with debtors to make payment arrangements/establish payment dates and resolve issues and disputes
- Captured accurate, detailed notes of discussions and arrangements and sent follow-up information as requested
- Required to meet collection targets and ensured agreed Service Levels are met or exceeded
- Escalated issues per escalation policy; collected, progressed, and escalated high-quality disputed information as required
- Ensured that the business operated in line with operational excellence practices in the areas of process performance, process execution, process management, and continuous improvement
- Processed recoveries of overpayments discovered through audits
- Analyzed bad debt and recommended write-offs
- Conducted research and obtained resolutions on a variety of escalated collections related to customer complaints and issues
- Answered queries from junior staff regarding collection policy/procedures and system problems
- Served as Point of Contact for different teams in the whole project; assisted management by pulling out colleagues for coaching, training, or wild card; organized activities like town halls, Christmas parties, Halloween parties, et cetera.; participated in the brainstorming for policy and process improvements; facilitated training; and performed ad hoc tasks for the management
- Conceptualized, implemented, and monitored two ideation automation projects that helped the department improve KPI metrics and employee satisfaction
Education
Bachelor of Science - Electronics Engineering
Far Eastern University – Institute of Technology
Manila City, NCR, Philippines 06.2011 - 02.2016
Bachelor of Science - Computer Science
University of Santo Tomas
Manila City, NCR, Philippines 06.2008 - 03.2011
Skills
Client Relationship Management
Software
Minitab
Google Data Studio
Asana
Miro
Word
Excel
Powerpoint
Outlook
Certification
Customer Experience Blueprint Trained, Six Sigma PH - CEBP-2021-02-28
Affiliations
- Six Sigma PH
- International Society of Six Sigma Professionals
- Philippine Society for Talent Development
- Youth for Mental Health Coalition
- Rotary International
- Toastmasters
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Process Engineer Analyst
Conifer Global Business Center, Inc
09.2022 - 01.2023
Process Improvement Officer
Ubiquity Global Services Philippines, Inc.
02.2022 - 07.2022
Customer Experience Blueprint Trained, Six Sigma PH - CEBP-2021-02-28
12-2021
Trained Lean Six Sigma Black Belt, Six Sigma PH - BB-2021-008-007
10-2021
Innovation Design Sprint Workshop, School of Design Sprint - ICPDCE-2021-011-017
09-2021
Trained Lean Six Sigma Green Belt, Six Sigma PH - GB-2021-54-11
08-2021
Certified Lean Six Sigma Yellow Belt, Six Sigma PH - CSSYB-2021-107-12
08-2021
Customer Success Specialist
Wells Fargo International Solutions LLC - Philippines
07.2021 - 12.2021
Transaction Processing Specialist
S&P Global Philippines, Inc.
09.2020 - 01.2021
Sales Consultant
Telstra International Philippines, Inc.
04.2019 - 03.2020
Collections Support New Associate
Accenture, Inc.
06.2016 - 05.2019
Bachelor of Science - Electronics Engineering
Far Eastern University – Institute of Technology
06.2011 - 02.2016
Bachelor of Science - Computer Science
University of Santo Tomas
06.2008 - 03.2011
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