Monica Francia
Summary
Dynamic and results-oriented professional with a proven track record at ISTA PERSONNEL SOLUTIONS and Concentrix. Excelled in client relationship management and innovative problem solving, enhancing customer loyalty and streamlining data accuracy. Demonstrated expertise in digital literacy and effective communication, significantly improving team engagement and operational efficiency.
Overview
5
5
years of professional experience
Work History
Associate
ISTA PERSONNEL SOLUTIONS
02.2023 - Current
- Partnered closely with the client as a Skip Tracing Specialist, ensuring customer contact information was accurate and up to date through thorough data collection.
- Strategically collaborated with the client to identify customers with outdated billing information, conducted research, and gathered updated details to ensure timely delivery of monthly statements.
- Coordinated with facilities and nursing homes, contacting nurses to verify the logging of dispensed medical equipment.
- Currently working in collections, reaching out to patients, Power of Attorney, and responsible parties to address outstanding bills.
Customer Service Representative
Concentrix
01.2020 - 01.2023
- Handled high-volume inbound calls, assisting customers with inquiries, complaints, and product/service support.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Processed orders, payments, refunds, and account updates while ensuring data accuracy.
- Met and exceeded key performance metrics, including call resolution time, customer satisfaction, and response rates.
- Assisted in training new employees by sharing best practices and company policies.
Education
Bachelor of Secondary Education - Major in English
PARTIDO STATE UNIVERSITY
Goa, Province Of Camarines Sur, Philippines01-2019
Skills
- Customer Relations
- Client Relationship Management
- Skip Tracing & Contact Verification
- Collections Follow-ups
- Deadline-Oriented Time Allocation
- Detail-Oriented
- Digital Literacy
- Effective Team Engagement
- Versatile in Dynamic Environments
- Effective Communication Skills
- Innovative Problem Solving
- Collaborative Teamwork
Timeline
Associate
ISTA PERSONNEL SOLUTIONS
02.2023 - Current
Customer Service Representative
Concentrix
01.2020 - 01.2023
Bachelor of Secondary Education - Major in English
PARTIDO STATE UNIVERSITY
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