Angelica Andres

ANGELICA ANDRES Pinagbuhatan, Pasig City SUMMARY Customer service professional with 8 years of BPO experience, primarily handling financial accounts and delivering high-quality customer assistance. Nearly two years of experience as a virtual assistant, trained and certified in property management. Proven ability to support US and UK clients with administrative tasks, sales, and marketing initiatives. WORK EXPERIENCE GENPACT COLLECTIONS PROCESS ASSOCIATE Onsite | Night Shift June 2016 - Aug 2019 Responsible in working with customers with past due accounts both inbound and outbound. Document all customer interactions, payment arrangements, and account status updates in the system. AMERICAN EXPRESS PAST DUE COLLECTION Hybrid | Night Shift Aug 2019 - Sept 2024 Reminding customers about their overdue payments. Negotiate payment terms. Advise customers on the consequences of non-payment or late payment and offer solutions to avoid extra fees. Maintain detailed records of communication and payment agreements. Strive to maintain positive relationship with customers even after all collection efforts to ensure future business. CURRENTS Explain to customers how their credit card works, emphasizing that it’s performancebased and requires regular payments, even if the account shows a zero balance or isn’t past due. FINANCIAL RELIEF PROGRAM SPECIALIST Evaluating individuals’ financial situation to determine their eligibility for relief programs, or any assistance available. Offering clear explanations of available financial relief options, application processes, and required documentation to applicants. DECEASED ACCOUNTS RESOLUTION TEAM Manages accounts of deceased clients, working with their legal representatives and internal departments to process necessary documents needed and closing the account. FRAUD SPECIALIST Responsible for monitoring transactions and activities for suspicious behavior in detecting possible fraud. Analyze patterns in data to identify potentially fraudulent activities and trends. WEST COAST SCREENING - US CLIENT ADMIN AND RECEPTIONIST VIRTUAL ASSISTANT Remote | Night Shift Oct 2023 - Sept 2025 Serve as the initial point of contact. Respond to client inquiries, schedule appointments, and process phone payments Manage calendar scheduling Adjust or cancel appointments as needed to accommodate client or business changes Prepare end-of-day (EOD) reports for record-keeping Maintain and organize virtual files for easy access Stay informed on company offers and pricing updates Update contact databases and communication logs to ensure accurate client records ESTATE AGENT NEAR ME - UK CLIENT SALES AND MARKETING REP VIRTUAL ASSISTANT Remote | Mid/Night Shift March 2025 - Sept 2025 Make outbound sales calls to real estate agents and agencies across various parts of London. Offer slot for us to market their estate agency on our website to get more leads. Communicate the benefits of being listed on our real estate platform. Assist potential clients with the registration process and collect all necessary information to complete their onboarding. EDUCATION June 2012 - April 2016 Bachelor of Science in Business Administration Far Eastern Polytechnic College SKILLS Strong verbal and written communication skills across multiple channels (phone, chat, email and sms) Quality assurance and call documentation Active listening and effective communication Working in high-pressure, fast-paced environments Professional phone etiquette Calendar and appointment management Email handling and data entry Customer service and front desk support Proficiency with MS Office and Google Workspace CRM / TOOLS Communication & Collaboration: Slack, Zoom, Skype CRM Platforms: Zoho CRM, HousePro Creative & Content Tools: Canva, ChatGPT ADDITIONAL INFORMATION VIRTUAL ASSISTANT CERTIFIED TRAINING (PROPERTY MANAGEMENT) Serviced Accommodation Property Sourcing