NORINA M. OPERARIO
Degree Holder
Tacloban City
Summary
Professional business services provider with focus on delivering exceptional client support and operational efficiency. Recognized for fostering team collaboration and consistently achieving results in dynamic environments. Reliable and adaptable, with expertise in multitasking and customer service.
Overview
27
27
years of professional experience
Work History
Business Center Representative (CSR)
Converge ICT Solutions Inc.
02.2023 - 01.2025
- Catered all aftersales concerns. account validations & modifications requests.
- Help to escalate subscribers, MSAs & internal clients concern especially on technical and billing issues
- Help the company to attain the sales and revenue monthly & yearly target
- Coordinate to other concern group the unresolved subs issues & concern
- Respond to all queries from internal & external customers
- Do sales blitz or participate fieldworks(flyering)
Billing & Collection Specialist
JT SHOOT N PLAY Internet Communication Services
06.2022 - 01.2023
- Checking of daily collection reports vs posted payments in the system
- Do the Monthly collection summary report per area and per collector
- Recording & monitoring of daily collections and expenses
- Encoding of installation reports of all areas
- Tracking of subscriber’s payables
- Sending of SOA’s/Bills thru email
- Do call-outs of new subscribers(Telewelcome)
Section Supervisor
Puregold Price Club Inc.
08.2016 - 10.2019
- Supervised the Daily Store Operation
- Plot orders for critical stocks thru MRG or Head Office Merchandising
- Assigned Daily Task to all on duty Merchandisers
- Conduct Weekly inventory of fast and slow moving items
- Made weekly CSL reports for Fresh & Produce Section
- Ensure on time execution of promos
- Implements or updates retail standard
Recovery, Billing and Collection Specialist
Bayan Telecommunications Inc.
04.2010 - 02.2016
- Handled Top Corporate, Government and Residential Accounts
- Recorded information about financial status of customers and status of collection efforts
- Notified customers of delinquent accounts by mail, telephone/mobile, or personal visits in order to solicit payment
- Conferred with customers by telephone/mobile or in person to determine reasons for overdue payments and to review the terms of sales, service, or credit contracts
- Advised customers of necessary actions and strategies for debt repayment based on customer’s financial situations
- Negotiate credit extensions when necessary
- Sorted and filed correspondence, and perform miscellaneous clerical duties such as answering correspondence and writing reports
- Notified credit departments, order merchandise repossession or service disconnection, and turn over account records to attorneys when customers fail to respond to collection attempts
- Profiled of disconnected accounts according to nonpayment reasons, area, tenure and package and provide analysis to lower incidents of churn
- Generates and provide database requirements of other departments
Universal Customer Service Representative
Bayan Telecommunications Inc.
02.2009 - 03.2010
- Received payments and post amounts paid to customer accounts
- Located and monitor overdue accounts, using ICMS
- Managed a high-volume workload within a deadline-driven environment
- Helped company attain the highest customer service ratings (as determined by Quality Analyst) earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness
- Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations
- Completed voluntary customer service training to learn ways to enhance customer satisfaction and improve productivity
Tele-collector
Bayan Telecommunications Inc.
10.2007 - 01.2009
- Compelled subscribers to pay through callout and advise credit event schedule
- Conferred with customers by telephone/mobile or in person to determine reasons for overdue payments and to review the terms of sales, service, or credit contracts
- Advised customers of necessary actions and strategies for debt repayment based on customer’s financial situations
- Negotiated credit extensions when necessary
Bear Cuddler Sales Coordinator
04.2003 - 03.2004
- Monitored & prepared daily sales report
- Conducted weekly, & month inventory of stocks
- Supervised daily operation
Store Supervisor
Cindys Hamburger Inc.
01.2001 - 01.2003
- Supervised daily store operation
- Handled customer complaints
- Trained newly hired employees (cashiers)
- Conducted daily & monthly inventory of stocks
- Responsible of checking products/foods before serving it to customers
Cashier & Customer Assistant
Cindys Hamburger Inc.
10.1997 - 12.2000
- Took & prepared orders of customers
- Does upselling of products
Education
Bachelor of Science in Commerce - Major in Management
Asian Development Foundation College
Tacloban City, Province Of Leyte, Philippines 04.2001 -
Skills
Customer Experience: Creating Customer Personas
Accomplishments
- Recognized as Converge top performer in aftersales, sales & revenue for Leyte for year 2023 & 2024
- Consistent One of the top 10 Converge Business Center Representative for Visayas Revenue monthly speed challenge
- Gawad Galing Bayan Awardee as Top 1 Billing & Collection Specialist for Eastern Visayas Market
- Recognized as Top 4 Collection Specialist Bayan Company Nationwide
- Recognized as no.3 Top Seller for Employees Sales Participation Program for Eastern Visayas Market (Individual Category – December 2012) Ranking was based on Sales Individual’s contribution
- Consistent Performer of yearly Performance Appraisal with a grade above expectation
Trainings & Seminars
- Converge Business Center Trainings with ff Modules:
*Customer Service 101
*Customer Service Request for Modifications
*New Service Applications
*Products & Services
* Ticketing or SF case creations
*Treasury Guidelines
*Cashiering
*Billing Cycles,ADS,PDS dates
*VAT & EWT posting
- Building Client-Centric Culture & Basic Fiber Optic Training, JT Shoot N Play Internet Communications Services, Palo, Leyte, 08/12/22
- Emergency Management Program, Bayan Telecommunications, Tacloban City, 05/01/10
- UCSR Training, Bayan Telecommunications, Quezon City, 03/01/09 to 05/01/09
- Bayan Mission Vision, Bayan Telecommunications, Tacloban City, 06/18/09 to 06/19/09
- Business Management Approach, Bayan Telecommunications, 11/17/09 to 11/19/09
- On the Job Training, Equitable PCI Bank (now, BDO), Tacloban City, 11/01/06 to 03/01/07
Computer Applications
- Microsoft Office applications – advanced MS Excel
- Integrated Customer Management System (ICMS)
- With knowledge in Salesforce, HOBS & IBAS
- Ninja invoicing
Timeline
Business Center Representative (CSR)
Converge ICT Solutions Inc.
02.2023 - 01.2025
Billing & Collection Specialist
JT SHOOT N PLAY Internet Communication Services
06.2022 - 01.2023
Section Supervisor
Puregold Price Club Inc.
08.2016 - 10.2019
Recovery, Billing and Collection Specialist
Bayan Telecommunications Inc.
04.2010 - 02.2016
Universal Customer Service Representative
Bayan Telecommunications Inc.
02.2009 - 03.2010
Tele-collector
Bayan Telecommunications Inc.
10.2007 - 01.2009
Bear Cuddler Sales Coordinator
04.2003 - 03.2004
Bachelor of Science in Commerce - Major in Management
Asian Development Foundation College
04.2001 -
Store Supervisor
Cindys Hamburger Inc.
01.2001 - 01.2003
Cashier & Customer Assistant
Cindys Hamburger Inc.
10.1997 - 12.2000
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