CINDY CHUA MEDENILLA

WORK EXPERIENCE

 

Advance Credit Management Pty Ltd

Senior Relationship Manager

(September 2014 – July 2017)

 

DUTIES AND RESPONSIBILITIES:

 

Ø Be in charge of running and managing the whole team

Ø Set targets for all other call center agents to meet up with (daily task)

Ø Understand all organization’s products, services, procedures and guidelines and communicate same to all team members

Ø Prepare forecasts and budgets for the whole team

Ø Conduct regular review of all call center agents performance and organize training sessions for (COMPLIANCE , BANKRUPTCY , LEGAL , HARDSHIP, NEGOTIATING TECHNIQUE, SKIP TRACING TECHNIQUE , QUALITY ANALYST FOR CALL MONITORING , CREDIT BUREAU LISTING DISPUTE AND ENQUIRIES)

Ø Submit regular reports to management and seek new ideas and strategies for team and individual staff improvement.

Ø Ensure that clients are kept happy and satisfied at all times by providing prompt response and solutions to their challenges at all times

Ø Ensure a safe and harmonious working environment for all other team members and delegate duties to all team members.

 

Ø Collect outstanding debts from clients and achieve collection target to ensure positive cash flow.

Ø Maintain debtor’s book to ensure that the debt status is accurate and latest.

Ø Monitor slow moving accounts to identify delinquent debts and take necessary action to recover the debts.

Ø Review collection queue to perform collection activities accordingly.

Ø Adhere to customer policies and procedures.

Ø Close a specific number of collection accounts each month to meet assigned target.

Ø Contact debtors and implement repayment schedules and terms.

Ø Assist the company to take legal action against debtors by providing necessary information.

Ø Maintain security and confidentiality of company and customer information.

Ø Follow legal requirements during debt collections to avoid legal issues.

Ø Coordinating with customers regards to their Dispute for both Ownership and Charges on their previous accounts

Ø Communicating with Clients disputes, additional informations , charges and letter of statements

Ø Locating missing debtors (SKIP TRACING)

Ø Negotiating with debtors, Providing possible options that may assist them with their current financial situation

 

 

 

 

Telstra Customer Service Associates

(SALES, BILLING, BASIC TROUBLE SHOOTING, PROVISIONING ORDERS)

(Feb 2014 – August 2014)

 

DUTIES AND RESPONSIBILITIES:

 

Ø Provide end to end customer service to Telstra customers

Ø Listen and understand why customer has called us and what matters to them

Ø Take full ownership to resolve customer queries and deliver what matters to the customer on the first call.

Ø Proactively identify and raise areas for process/policy improvement through the appropriate channels to prevent further customer issues.

Ø Processed orders online for all telstra services

Ø Manage bill disputes and make adjustments if necessary

Ø Basic trouble shooting for home phone, internet box (ADSL TBOX), mobile

Ø Upselling services (Mobile , Home Phone , Pocket wifi , Foxtel)

 

 

Expert Global Solutions NCO- APAC – Cubao Branch

Customer Service Representative- CLAIMS, SALES , B2B INQUIRY

(Nov. 2012- Jan2014)

 

DUTIES AND RESPONSIBILITIES:

 

Ø Taking Inbound calls from United States Health Care Providers

Ø Knowledgeable about Health Care Insurance Procedures/ Policy including Claims Assistance

Ø Accomplishing Reports in all the received inquiries at the end of the Shift

 

 

City State Tower Hotel – Manila

Front Office Cashier/ Clerk

(February 2010 – January 2011)

 

DUTIES AND RESPONSIBILITIES:

Ø Posts revenue center charges to guest accounts,

Ø Receives Payments from guest accounts at check-out.

Ø Coordinates the billing of credit card and direct-billed guest accounts with the accounting division.

Ø All guest accounts are balanced by the cashier at the close of each shift.

 

TRAININGS AND SEMINARS

 

ADVANCE CREDIT MANAGEMENT

 

MANAGEMENT TRAINING FOR HANDLING TEAM

QUALITY ANALYST TRAINING FOR COMPLIANCE (PRIVACY POLICY IN AUSTRALIA WIDE)

KILDONAN TRAINING FOR ALL STAFF

RELATIONSHIP MANAGERS TRAINING FOR:

HARDSHIP

BANKRUPTCY

ACCOUNTS FOR LEGAL

COMPLIANCE

 

 

CERTIFICATES AND AWARDS

 

EXPERT GLOBAL SOLUTIONS NCO-APAC

 

(CERTIFICATE OF RECOGNITION)

Perfect Service Icon / 100% Quality Score

AHT Road Runner

 

 

ACM GROUP PTY LTD

KPI Killer from October to March 2016

Cash King Dec 2015

Top Negotiator and Collector across ACM MANILA from Nov to March 2016

Top Negotiator and Collector across ACM MANILA and SYDNEY Site April 2016

Top Supervisor for managing the Team and personal collections since Nov 2016 to Mar 2017

 

 

 

EDUCATIONAL BACKGROUND

 

Tertiary: Lyceum of the Philippines University

BSBA-Management Accounting (incoming forth year)

Intramuros Manila

The Family Clinic Inc. College

Sta. Cruz Manila- BS Nursing graduate- 2004-2008

 

 

  • Updated 4 weeks ago

To contact this candidate email cindymedenilla.12@gmail.com

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