Nicanor Marcelo III
Imus, Province Of Cavite
Summary
Experienced professional with a diverse background with over 10 years experience in Financial services, primarily focusing on Collections for various types of account such as Credit, Deposit, Savings, and Business. Additionally, I managed Fraud and Dispute cases, conducted Risk Mitigation, and addressed Escalated Complaints within these business lines.
Overview
9
9
years of professional experience
Work History
Management Trainee - Training and Call Quality
Genpact Philippines
09.2022 - Current
- Improved management skills by participating in rigorous training programs and workshops.
- Gained knowledge of company policies, protocols and processes.
- Launched quality assurance practices for each phase of development
- Established team priorities, maintained schedules and monitored performance.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Facilitated professional development workshops for staff, contributing to skill enhancement and career progression.
- Led cross-functional teams in execution of key projects, ensuring deliverables met quality standards and deadlines.
- Assisted with onboarding of new employees by providing training and development resources.
- Showcased strong organizational skills by effectively managing multiple projects and tasks simultaneously, meeting all deadlines, and maintaining a high level of performance under pressure.
Intake Specialist - Executive Office
Wells Fargo
06.2020 - 02.2022
- Case Management: Handling complex customer issues that have been escalated from frontline support.
- Communication: Acting as a liaison between customers and internal departments to ensure issues are addressed.
- Analysis: Analyzing trends in escalated issues to identify root causes and actions taken.
- Reporting: Preparing reports on escalation trends and outcomes for management review.
- Customer Interaction: Providing high-level customer service to ensure customer satisfaction and retention.
- Policy Adherence: Ensuring all actions comply with company policies and relevant regulation.
Collection Specialist - ODCR
Wells Fargo
04.2016 - 05.2020
- Debt Recovery: Contacting customers to collect overdue payments through phone calls.
- Account Monitoring: Keeping track of customer accounts to identify overdue payments and update account statuses.
- Negotiation: Working with customers to negotiate payment plans and settlements.
- Customer Interaction: Handling customer inquiries and resolving disputes related to their accounts.
- Documentation: Maintaining detailed records of all communications and actions taken with customers.
- Compliance: Ensuring all collection activities adhere to relevant laws and regulations.
- Reporting: Generating reports on collection activities, outstanding debts, and recovery rates.
- Collaboration: Coordinating with other departments, such as Fraud and Disputes, to address complex cases.
- Risk Assessment: Analyzing customer accounts to assess risk and recommended actions.
Education
Associate of Science - Web Application Development
ACLC Morayta
CIty Of Manila01-2013
Vocational - Visual Graphic Design
Informatics Imus
Imus City01-2011
Associate in Computer Technology - Computer Programming
STI College Bacoor
Bacoor City01-2010
Skills
- Customer relations
- Financial management
- Training and development
- Process improvement
- Onboarding and orientation
- Conflict resolution
- Operations support
- Process improvements
- Customer relationship management (CRM)
Accomplishments
- Six Sigma Trained and Tested
- LEAN Certified
- Genpact License to Train Batch 1
Timeline
Management Trainee - Training and Call Quality
Genpact Philippines
09.2022 - Current
Intake Specialist - Executive Office
Wells Fargo
06.2020 - 02.2022
Collection Specialist - ODCR
Wells Fargo
04.2016 - 05.2020
Associate of Science - Web Application Development
ACLC Morayta
Vocational - Visual Graphic Design
Informatics Imus
Associate in Computer Technology - Computer Programming
STI College Bacoor
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