Charmaine Ferrer

Charmaine Ferrer MICROSOFT EXCEL EXPERT EXECUTIVE SUMMARY CAREER SUMMARY I am a hardworking and passionate person who is results driven. I am well-versed in different Microsoft Office applications. I create reports, transcribe recorded conversations and has background in creating action plans and managing a team. Customer Service Representative SPECIALIZATIONS -Data Entry -Transcription -Forms & reports creation -Internet Research -Email & file management CONTACT DETAILS 175-C Scout Fuentebella Ext., Kamuning, Quezon City, PH Mobile: -- JP MORGAN CHASE & CO. OCTOBER 2016-DECEMBER 2018 1. Collections Department *Spoke with customers with past due car loans and attempted to collect a payment to bring accounts current *Helped customers set up promise to pay arrangements if unable to settle past due balance *Made sure that progress are tracked for reporting purposes 2. Disputes Department * Handled customers' credit card disputes and reviewed information provided *Did outbound calls to merchant or customer for additional information *Tracked progress in Microsoft Excel and sends end-of-day results Team Leader SITEL PHILS CORP FEBRUARY 2014 - AUGUST 2016 ACADEMIC BACKGROUND University of Baguio Bachelor's/College Degree in Mass Communications | Philippines- (Undergraduate) * * * * Managed operational activities on a daily basis Managed teams' metrics Prepare reports on common opportunities Created action plans for improvement Quality Assurance Specialist REFERENCES * Pio Chua Operations Manager, Teleperformance - *Christian Pablo Team Leader, JpMorgan Chase & Co. - SITEL PHILS CORP AUGUST 2007 - FEBRUARY 2014 * Monitored agents on a day-to-day basis * Tracked results and worked with Coaches in creating and implementing action plans to address knowledge or skill gaps * Created graphical reports, correlation analysis and bridge plans * Transcribed audio recording for calibration purposes