Monica Mojica
Summary
Enthusiastic candidate with extensive experience in customer service and cash handling at banks or money lending institutes. Strong knowledge of offered banking services and products. Reliable and honest professional dedicated to meeting scorecard goals by processing high volumes of error-free transactions.
Overview
1
1
Certification
Work History
Multi-Service Banker III
Australia and New Zealand Banking Group Limited
- Providing first call resolution to customer inquiries pertaining to Retail Simple, Digital, Retail Complex and Credit Cards concerns
- Delivering exceptional Customer Experience that results to sustainable NPS, and customer loyalty
- Contributing to ANZ's strategic priority of empowering customers to take advantage of the different self-serve channels and, understanding what may work best for them, such as the ANZ App, MessageUs Chat, and/or Internet Banking, etc
- Being the first line of defense in detecting fraudulent and suspicious activities and adhering to escalation processes required in mitigating risks and meeting compliance with policies, frameworks, and banking obligations
- Managing to resolve 80% of customer complaints without the need for referral or escalation to other teams.
Customer Service Representative
FIS Global Philippines
- Deliver extraordinary customer care by responding to questions concerning customer accounts in a fast paced, structured customer care environment
- Evaluate and analyze account information and recommending tailored solutions to our customers, reinforcing the benefits of membership by providing relevant offers that deepen customer engagement with our products and services
- Resolve product or service inquiries by asking probing questions, determining the cause of the issue, selecting, and articulating the best solution to drive brand advocacy
- Adherence to quality and compliance guidelines
- Document necessary account information and offer custom solutions that benefit the customer
- Grow and nurture customer relationships on every interaction that results in measurable Customer value
- Deliver extraordinary results measured by customer satisfaction, effectiveness, efficiency, and quality.
Technical Support Representative
VXI Global Holdings, B. V. (PHILIPPINES)
- Handles all incoming phone calls with courtesy and professionalism
- Answers inbound customer calls and effectively responds to customer inquiries
- Ensures the resolution of client concerns/inquiries, whenever possible.
Customer Service Representative
SITEL Philippines
- Gather correct customer information during a conversation to make an appointment
- Actively source new business opportunities
- Submit reports on the sales lead journey
- Investigate and find contact details for targeted key areas
- Assist the sales team in managing sales and marketing campaigns, including follow-up calls
- Raise awareness of current campaigns
- Develop and maintain a sales prospecting database for the company, ensuring that all new entries in the database are of an acceptable standard in terms of accuracy
- Source new records for the database as required
- Maintain confidentiality
- Generate target outputs for appointments with decision-makers.
Technical Support Representative
SITEL Philippines
- Providing friendly, personable, and timely support to our customer via CRM tool, live call, email, and chat-based services
- Make decision according to the defined policies and procedures related to client products and services
- Respond and resolve customer inquiries quickly and effectively via live call, chat, and email based on the scope of work
- Assisting with customer orders and account issues including but not limited to cancellation, returns, technical issues and shipping issues
- Utilize available tools and resources to identify appropriate solutions for customer's concern
- Identify and escalate emerging products or customer dissatisfaction issues
- Collaborate cross functionality and escalate policy, product, and technical issues when appropriate.
After Sales Admin Support
Paramount Life and General Insurance Corporation(Based at Mazda Makati
- Process new application, changes, reinstatement, and cancellation of insurance policies
- Updating data on insurance policy changes and address all clients and agents' inquiries regarding insurance policy
- Ensuring proper filing documentations and reports of insurance claims
- Assist claimants, inspectors, and third-party dealers with their queries regarding claims or policies
- Responsible for inspection or evaluation of insured vehicle for checking insurance related matters
- Examine, process, and calculate the client's insurance claims
- Taking digital photos and trying to gather maximum information possible as to determine if insurance policies should be issued or to be renewed
- Following up with insurers or insured to fix up appointments
- Maintaining and organizing files of policy holders.
Medical Records Staff
Manuel V. Santiago Medical Center
- Files records of patients in alphabetical order
- Delivers charts to assigned areas in the hospital by following established routing procedures
- Entertains queries and concerns regarding Phil health memberships and benefit packages
- Assist phone call regarding Phil health transactions
- ICD-10 Coding for discharge and OPD, OR patients
- Updating and encoding monthly transmittals
- Deducts patient's bill based on the complete final diagnosis of the patient
- Updating and monitoring the signing of doctors.
Education
Business Administration Major in Marketing Management -
JESUS REIGNS CHRISTIAN COLLEGE
Skills
- Problem Solving
- Creativity
- Adaptability
- Communication
- Teamwork
- Hardwork and dedication
- Computer/IT Skills/MS Office/Canva/Microsoft Designer
- Attention to Detail
- Customer Service
- Compliance, banking laws, and regulations
Certification
- Google Ads Essential Training
- Social Media Marketing Foundation
- Facebook Ads Training
- Digital Marketing Training
- Know your Customer (KYC ) and Customer Due Diligence Training
Timeline
Multi-Service Banker III
Australia and New Zealand Banking Group Limited
Customer Service Representative
FIS Global Philippines
Technical Support Representative
VXI Global Holdings, B. V. (PHILIPPINES)
Customer Service Representative
SITEL Philippines
Technical Support Representative
SITEL Philippines
After Sales Admin Support
Paramount Life and General Insurance Corporation(Based at Mazda Makati
Medical Records Staff
Manuel V. Santiago Medical Center
Business Administration Major in Marketing Management -
JESUS REIGNS CHRISTIAN COLLEGE