Michael Hirai
Customer Care And Collections
Imus, Province Of Cavite
Summary
Results-oriented professional with a proven track record in accounts receivable, collections, customer service, and support. Demonstrated ability in maintaining accurate records and collaborating seamlessly with cross-functional teams. Skilled in communication, problem-solving, and conflict resolution, with a strong focus on team collaboration. Known for reliability, empathy, and a customer-centric approach.
Overview
18
18
years of professional experience
Work History
Customer Care Officer
BPI-AIA Life Assurance Corporation
12.2017 - Current
- End-to-end role in handling customer complaints, which includes, but is not limited to, complaint receipt and acknowledgment, in-depth root cause analysis with recommendations, escalation to management for decision, and response letter generation, among others.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Consistently met or exceeded performance metrics, contributing to the success of the department as a whole.
Customer Service Specialist
Diversify Intelligent Staffing Solutions
08.2016 - 11.2017
- Manages daily automotive service bookings for CBMG Mitsubishi Australia for optimal coverage through inbound and outbound phone calls and emails.
- Collaborated with team members to create effective strategies for improving overall customer experience.
Bank Rates Specialist
S&P Global Market Intelligence
01.2016 - 08.2016
- Gathers and documents current bank product rates from banking institutions through outbound phone calls to U.S. banks, and/or information gathering from bank websites.
Senior Collections Officer
Xerox Shared Services Philippines Inc
12.2013 - 12.2015
- End-to-end B2B collections role, which includes, but is not limited to, inbound and outbound collection calls to business clients, skip tracing, payment history analysis, and resolution of payment disputes, among others.
- AR reconciliation; verified the alignment of balances in both the company's and the customer's accounts by matching unpaid customer billings with the total in the general ledger.
- Analyzed debtor payment patterns to identify trends that informed targeted collection campaigns.
Senior Collections Officer and Process Developer
Genpact
11.2008 - 05.2013
- End-to-end B2B collections role, which includes, but is not limited to, inbound and outbound collection calls to business clients, skip tracing, payment history analysis, and resolution of payment disputes, among others.
- AR reconciliation; verified the alignment of balances in both the company's and the customer's accounts by matching unpaid customer billings with the total in the general ledger.
- Analyzed debtor payment patterns to identify trends that informed targeted collection campaigns.
- On top of the aforementioned tasks, a Process Developer provides recommendations to management for process improvement.
Collections Specialist
ICT Group
04.2007 - 09.2008
- A B2C inbound and outbound role that assertively collects past-due auto loans or leases for up to 90 days, prevents further escalations within U.S. collection guidelines, and lessens risks that may arise from unpaid dues.
- Reduced delinquency rates by implementing effective collection strategies and maintaining consistent follow-up procedures.
Education
Bachelor of Science - Accounting
University of Perpetual Help System DALTA
04.2001 -
Skills
Professionalism and ethics
Complaint handling
Excellent problem-solving skills
Account reconciliation mastery
Debt recovery expertise
Effective communication techniques
Operational CRM software
Well-organized
Persuasive attitude
Call center experience
Personal Details
Citizenship: Filipino
Timeline
Customer Care Officer
BPI-AIA Life Assurance Corporation
12.2017 - Current
Customer Service Specialist
Diversify Intelligent Staffing Solutions
08.2016 - 11.2017
Bank Rates Specialist
S&P Global Market Intelligence
01.2016 - 08.2016
Senior Collections Officer
Xerox Shared Services Philippines Inc
12.2013 - 12.2015
Senior Collections Officer and Process Developer
Genpact
11.2008 - 05.2013
Collections Specialist
ICT Group
04.2007 - 09.2008
Bachelor of Science - Accounting
University of Perpetual Help System DALTA
04.2001 -
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