Collection Support Analyst Client Delivery and Operation - Accenture Philippines, INC - Quezon City, Philippines
(2021-11)
- Managed collections and confirmation calls for the French market, interacting with credit card companies to resolve charge-backs.
- Analyzed output from fraud detection systems and provided recommendations for further investigation.
- Ensured all orders and queries were processed with a strong focus on quality and high attention to detail, demonstrating excellent knowledge of Microsoft Office Suite.
- Identified non-payment trends and resolved issues by engaging internal partners.
- Leveraged strong knowledge of the mortgage industry, including Real Estate Default Servicing, to inform collection strategies.
- Ensured timely recording of cash receipts and incoming/outgoing wires.
- Conducted outbound collection calls for strategic accounts in a professional manner to maintain and improve customer relations.
- Audited and analyzed aging reports, tracked collection efforts, and coordinated with clients, third parties, operations, and accounting to facilitate collaboration.
- Effectively tracked, reported, and resolved all outstanding disputed items.
- Ensured timely and effective escalations for processing approvals.
- Resolved customer billing problems.
French Technical Support/Incident Analyst - Essilor Shared Services Philippines, Inc (ESSPI) - Alabang, Philippines
(2019-01 - 2021-05)
- Provided 1st level of support to corporate clients in both English and French.
- Delivered technical support to customers.
- Interpreted network architecture necessary for supporting VoIP services.
- Recommended network hardware, software, and design elements.
- Troubleshot user desktop-related problems using phone and remote access tools.
- Escalated complex problems to 2nd/3rd Level support or third-party vendors.
- Performed server tasks including Active Directory account creation and Exchange and Citrix troubleshooting.
- Administered Active Directory and Exchange environments.
- Managed and troubleshot printer-related issues.
- Logged all calls and jobs using the helpdesk system.
- Delivered a high level of customer service and communication, meeting and exceeding client expectations.
- Managed warranty and hardware returns.
- Ensured all outstanding calls/issues were resolved or escalated appropriately.
French Executive Customer Service - Airtel Congo S.A - Congo, Democratic Republic of
(2017-09 - 2018-11)
- Received inbound and outbound French calls from Vodacom end-users.
- Assisted users and offered promotions.
- Activated new SIM cards and sold cellphones with associated promotions.
- Offered internet and service plans.
- Handled and resolved customer inquiries, questions, and complaints.
French Customer Service - Vodacom Congo (RDC) s.p.r. - Congo, Democratic Republic of
(2016-06 - 2017-08)
- Sold advertising space for holiday rental properties on a website.
- Conducted B2B open-ended consultative calling with C-level executives for lead generation (cold calling).
- Fulfilled target-driven responsibilities in a highly competitive sales environment.
- Demonstrated technical aptitude to manage and lead industry-specific projects such as ITSM, Google Apps, and Google Search Appliance.
- Engaged in sales calling activities depending on project requirements.
- Executed end-to-end research processes.
- Provided multi-geography research solutions, including business and financial research, survey programming, and data processing to clients.
- Operated an advanced programming laboratory staffed by experienced programmers to code complex surveys for CAPI interviews.
- Offered tool-based or custom web survey programming services.
- Enabled clients to easily track the progress of completed surveys.
- Performed outbound telemarketing sales.
- Managed inbound sales.
- Executed win-back, upsell, and customer retention strategies.
- Generated leads.
- Handled inbound customer service.
- Provided helpdesk and technical support.
