RUTH ALVARADO RAMONES
Imus
Summary
Skilled professional with experience in billing and collections, customer service and data entry. Exceptional interpersonal and problem-solving skills. Effectively mediates customer disputes and collects payment in timely manner. Also , a dedicated Associate with extensive experience collaborating with clients, promptly identifying needs and recommending products and services to accomplish clients' goals. Dynamic communicator focused on delivering outstanding customer care.
Overview
15
15
years of professional experience
4
4
years of post-secondary education
Work History
Group Operations Senior Associate
FWD Insurance
BGC Taguig
10.2019 - 5 2024
- Improved customer satisfaction by quickly and effectively addressing inquiries and complaints through emails and calls.
- Managed high-volume accounts, prioritizing workloads to ensure timely processing of billing statement and invoices.
- Improved billing accuracy by diligently reviewing and verifying invoice data.
- Assisted in audit preparation, providing necessary documentation for thorough review of financial activities.
- Analyzed aging reports to identify trends in late payments and develop targeted collection efforts.
- Enhanced collections efficiency with prompt follow-ups and clear communication with clients.
- Prepared detailed reports on account activity for management review, identifying areas for improvement or concern.
- Managed approximately 20 calls a day and 70 emails per day from client's and agents.
Chat Associate
American Express
BGC Taguig
08.2018 - 09.2019
- Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
- Identified customer needs and wants to enhance customer experiences
- Handled approximately 30 chats a day from customers.
Singapore Operations - Policy Admin
QBE
BGC Taguig City
04.2016 - 07.2018
- Created and maintained databases to track and record customer data.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Processed approximately 50 accounts in a day.
North America Operations - Assistant Underwriter
QBE
BGC Taguig City
01.2015 - 03.2016
- Supported review, acceptance, or denial of new or renewal business after carefully reviewing all information.
- Calculated group and individual renewal rates based on customers' background, industry and demographic information.
- Reviewed applications for insurance coverage and reports from loss control specialists to determine risks.
- Analyzed applicant data for risk assessment, ensuring accurate decision-making for policy approvals and denials.
- Processed in average of 40 accounts in a days.
Bank Chat Associate
Bank of America Continuum Philippines
BGC Taguig City
11.2011 - 09.2014
- Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
- Managed customer relations through communication and helpful interactions.
- Created solutions for customers to satisfy specific needs.
- Identified customer needs and wants to enhance customer experiences
- Handled approximately 30 chats a day from customers.
Customer Service Representative
IBM Global Services Inc.
UP Technohub Quezon City
11.2010 - 10.2011
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Managed approximately 40 incoming calls per day from customers.
Customer Service Representative/Assistant Team Leader
APAC Customer Services Inc.
Pawing Palo Leyte
01.2009 - 04.2010
- Worked with customer service to handle escalated customer issues.
- Organized weekly team meetings to discuss projects, share updates, and address any challenges faced by the team.
- Enhanced team performance by implementing efficient work processes and providing constructive feedback.
- Provide one-on-one feedback and coaching to agents at least once a week to improve individual and team performance.
Customer Service Representative/Assistant Team Leader
Globe Telecom
Madaluyong City
06.2007 - 05.2008
- Worked with customer service to handle escalated customer issues.
- Organized weekly team meetings to discuss projects, share updates, and address any challenges faced by the team.
- Enhanced team performance by implementing efficient work processes and providing constructive feedback.
- Managed day-to-day operations of the department, ensuring smooth functioning of all administrative tasks related to staff scheduling, resource allocation, and workload distribution.
- Provide one-on-one feedback and coaching to agents at least once a week to improve individual and team performance.
Customer Service Representative
HTMT (American Express)
Libis Quezon City
07.2006 - 04.2007
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Customer Service Representative
Alorica Philippines
Ortigas Pasig City
03.2005 - 03.2006
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Purchaser
Colortex Inc.
Quezon City
05.2004 - 12.2004
- Negotiated with suppliers, vendors and other representatives.
- Maintained complete documentation and records of all purchasing activities.
- Checked items received against items ordered by verifying receipts.
- Improved supplier relationships, resulting in better product quality and delivery times.
Education
Bachelor of Science - Business Administration
University of The Philippines
Tacloban City 06.2000 - 04.2004
Skills
Team Leadership
Performance monitoring
Team Supervision
Data Analytics
Project Coordination
Proficient in Microsoft Excel, Microsoft Word, Powerpoint Presentation and PDF
Decision-Making
Customer Engagement
Process Improvement
Preparing reports
Data Entry
Supporting sales staff
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Personal Information
- Age: 41
- Marital Status: Married
References
- Helen Terciano, Manager, FWD Insurance, 0945-526-4949
- Daniel James Carandang, Supervisor, QBE, (02) 2243518
- Joseph Mirro Macatangay, Supervisor, Bank of America Continuum Philippines, 0915-400-5751
Personal Information
- Age: 40
- Marital Status: Married
Timeline
Group Operations Senior Associate
FWD Insurance
10.2019 - 5 2024
Chat Associate
American Express
08.2018 - 09.2019
Singapore Operations - Policy Admin
QBE
04.2016 - 07.2018
North America Operations - Assistant Underwriter
QBE
01.2015 - 03.2016
Bank Chat Associate
Bank of America Continuum Philippines
11.2011 - 09.2014
Customer Service Representative
IBM Global Services Inc.
11.2010 - 10.2011
Customer Service Representative/Assistant Team Leader
APAC Customer Services Inc.
01.2009 - 04.2010
Customer Service Representative/Assistant Team Leader
Globe Telecom
06.2007 - 05.2008
Customer Service Representative
HTMT (American Express)
07.2006 - 04.2007
Customer Service Representative
Alorica Philippines
03.2005 - 03.2006
Purchaser
Colortex Inc.
05.2004 - 12.2004
Bachelor of Science - Business Administration
University of The Philippines
06.2000 - 04.2004
References
- Helen Terciano, Manager, FWD Insurance, 0945-526-4949
- Daniel James Carandang, Supervisor, QBE, (02) 2243518
- Joseph Mirro Macatangay, Supervisor, Bank of America Continuum Philippines, 0915-400-5751