Pache Grapa
Customer Care Specialist, Credit Control & Collections Officer, Accounts Payables & Receivables Executive
Mandaue City, Cebu
Summary
Experienced Customer Solutions, & Credit Control Officer with over 19 years of experience in Distribution, Telecommunications, Insurance and eCommerce industries in the International markets. Excellent reputation for resolving problems and improving customer satisfaction.
Overview
19
19
years of professional experience
Work History
Customer Care Specialist
BP Store
Remote
04.2021 - Current
- 1 year & 5 months
- Industry: Ecommerce
- Market: US & other International countries
- Specialization: Customer Service (eCommerce)
- Roles: Support - chats, calls, emails, & adhoc tasks
- Tools/Software: Shopify, ShipHero, Tawk.to, Dialpad, Gorgias, Klaviyo, Attentive, Google Sheets, Google mail. WhatsApp
Sr. Credit Control Officer
QBE
Cebu
08.2014 - 04.2021
- 6 years & 8 months
- Industry: Insurance
- Market: Europe
- Specialization: Credit Control & Reconciliations
- Roles: In-charge of allocation, reconciliation, investigation & correction of brokers’ credit accounts, addressed British counterparts & colleagues’ queries, process flow documentations, process trainings
- Tools/Software: Microsoft Suite (Excel, Outlook, Word, Access, PowerPoint & Teams), Lloyds Iris, Companies Iris, Lloyds & Companies repositories, XIS Portal, Workday, Verint
Performance Analyst
ePerformax - eBay (eCommerce)
Cebu
10.2012 - 08.2014
- 1 year & 10 months
- Industry: Call Center / BPO
- Market: North America
- Specialization: Customer Service & Quality Assurance
- Roles: Call quality evaluation, feedback & coaching, reports preparation, and quality calibrations
- Tools/Software: eBay online access, MS Excel, CRM, Call recording tool, & QA tool
Finance Supervisor
Author Solutions
Cebu
09.2007 - 10.2012
- 5 years & 2 months
- Publishing & Marketing
- Market: US/UK/Australia
- Specialization: Payments & Collections
- Roles: Escalations handling, Payments processing as necessary, Email management, Score card preparation, Coaching, and Newbies training
- Tools/Software: MS Excel, MS Outlook, Salesforce, & CRM
Customer Solutions Specialist
Convergys - Sprint (Telecommunications)
Cebu
01.2005 - 09.2007
- 2 years & 8 months
- Industry: Call Center / BPO
- Market: US
- Specialization: Customer Service
- Roles: Phone Support – general queries, billing, technical, & sales handling, with contact documentation
- Tools/Software: Several CRM tools, Knowledge Base, MS Excel
Accounting Staff
Ever Consumer Sales, Inc
Cebu
05.2003 - 01.2005
- 1 year & 8 months
- Retail / Merchandise
- Market: Philippines
- Specialization: Finance - General Accounting
- Roles: Accounts Payables in-charge, Receivables & Inventory assistance
- Tools/Software: MS Excel, MS Word, MS Outlook, DOS-based software
- Position Level: Entry Level
Education
Diploma - Secondary Education, Social Science Major
University of Southern Philippines Foundation
06.2018 - 03.2019
Bachelor of Law -
University of Cebu
06.2010 - 11.2010
Bachelor of Science - Management Accounting
University of San Carlos
Cebu City, Cebu, Philippines 06.1999 - 03.2003
Licensed Professional Teacher -
Philippine Regulatory Commission (PRC)
01.2020 - 01.2023
Certificate of Professional Eligibility (Civil Service) -
Civil Service Commission
Cebu City, Cebu, Philippines 06.2003 - Current
Skills
Customer Service – 6 yrs
Payments, AR, Collections & Credit Reconciliation – almost 12 yrs
Accounting (AP & AR) – 1 yr & 8 mos
Performance Analysis (QA)– 1 yr & 10 mos
Processes Training – almost 12 yrs
Investigation, Problem Solving & Conflict Resolution
Microsoft Office (Excel, Word, Outlook, Powerpoint, Access, Teams)
Communications (Conversational-Professional Level, Good Grammar)
Phone, Chat & Email Handling
People Management (Coaching & Feedback)
Processes Training
Process Flow Documentation
Timeline
Customer Care Specialist
BP Store
04.2021 - Current
Licensed Professional Teacher -
Philippine Regulatory Commission (PRC)
01.2020 - 01.2023
Diploma - Secondary Education, Social Science Major
University of Southern Philippines Foundation
06.2018 - 03.2019
Sr. Credit Control Officer
QBE
08.2014 - 04.2021
Performance Analyst
ePerformax - eBay (eCommerce)
10.2012 - 08.2014
Bachelor of Law -
University of Cebu
06.2010 - 11.2010
Finance Supervisor
Author Solutions
09.2007 - 10.2012
Customer Solutions Specialist
Convergys - Sprint (Telecommunications)
01.2005 - 09.2007
Certificate of Professional Eligibility (Civil Service) -
Civil Service Commission
06.2003 - Current
Accounting Staff
Ever Consumer Sales, Inc
05.2003 - 01.2005
Bachelor of Science - Management Accounting
University of San Carlos
06.1999 - 03.2003