Elisa De Guzman

ELISA DE GUZMAN Blk 34 Lot 4 Escopa 3 Project 4 Quezon City - / --Summary Ten years of BPO/In-house international experience Professional Skills: Intermediate computer skills , communication skills, interpersonal skills, leadership and management skills, customer service skills, active listener and problem solver Competencies: active listener, problem solver, hard-working, goal-oriented, detail-oriented, team player Employment History January 2020 - May 2020 (Homebased job for 6 months) Couture Candy / Shopify Position: Order Fulfillment Specialist (Home-based) Work Descriptions: - Ensures customer orders are fulfilled in a timely, precise manner and properly recorded. Verify if orders are legit and not fraudulent Processes purchase orders submitted through e-commerce channels and over the phone orders Maintains records and orders updated and collect Logistics feedback Monitors and updates purchase orders status, shipping dates, and billings Makes sure that all the order process complies with the company procedures Contributes to the implementation of systems for increasing eCommerce customer retention alongside other Customer Services Team members. Assists the Marketing and Sales Team with special requests (i.e. expedited orders, sample requests, etc.) Manage relationships with vendors and all stakeholders December 2018 - December 2019 (1 year) Financial Rescue LLC (In-house) Position: Debt Negotiator / Legal Assistant/ Virtual Assistant Work Descriptions: Contact and build a solid relationship with creditors, collection agencies, and attorneys/law firms to negotiate unsecured debts for a reduced settlement on clients’ behalf. Handle escalated and legal issues: accounts with summons or judgment (wage garnishment, bank levy, property lien - Meet and exceed monthly negotiation standards, goals, and quotas.. Calculate numbers for account analysis and acceptable percentages for successful settlement consistent with company guidelines. Monitor and analyze client accounts to determine necessary funds to accurately process settlement and payment of company fees. - Gather and submit documentation for approval and payment of accounts. - Educate and coordinate with clients on their account settlement status. - Ensure quality by securing verbal authorizations from clients regarding the stipulated agreements April 2013 - September 2018 (5 years) Purchasers Choice Inc (In-house) Position Accounts Payables and Receivables/ Operations Manager / Administrative Head / Virtual Executive Assistant Work Descriptions : - Determines call center operational strategies by conducting needs assessments, performance reviews, cost/benefit analyses; productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews. Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; managing system and process improvement. Oversee monthly, quarterly and annual assessments and forecasts of the organization's financial performance against budget, financial and operational goals. Oversee short and long-term financial and managerial reporting Regular meetings with Executive Director Supervise and coach office managers Management of company’s budget in coordination with the Executive Director Development of individual program budgets Managing day to day processing of accounts receivables Reconciling monthly activity, generating year-end reports on performance and finances Administering payroll and employee benefits Ensure that Accounting Department requests are resolved and communicated promptly to internal and external parties. Manage functions. Increase the effectiveness and efficiency of Support Services through improvements to each function as well as coordination and communication between functions. Drive initiatives in the management team and organizationally that contribute to long-term operational excellence. - Contribute to short and long-term organizational planning and strategy as a member of the management team April 2012 – April 2013 (1 year) Shore Solutions (BPO) Account: Make It Cheaper Position: Sales Executive Work Descriptions: – – – – – – Generate Leads Taking outbound calls for businesses in the UK Offer the best rates available in the market to businessmen in the UK Transfer calls to a specialist in the UK to close the sale Ensure high-quality transfers Make sure that all metrics set by the client are being achieved Aug 2009 – Dec 2011 (2 years) Convergys Philippines Corp. (BPO) Account: Bank of America Position: Collections Associate Specialization: Credit Card Collections; 30-60 day delinquent accounts Work Descriptions: – – – – – – – – Taking inbound and outbound calls about Bank of America credit card accounts Collecting/Securing/Processing electronic payments using debit card accounts or checking accounts Establishing customers' financial situation if there's difficulty in updating the account Offering hardship programs Promoting excellent customer service experience Ensure quality call Ensure quality documentation Make sure to reach all goals set by the clients (Csat/VOC, Quality, Revenue) July 2008 – July 2009 (1 year) Teletech Holdings Inc.(BPO) Account: Hewlett Packard (HP) Customer Service Position: Customer Service Specialist Work Descriptions : – – Taking inbound calls regarding customers' inquiries about their HP products Probing deeper on the customer's situation and providing an outright solution – – – Offering other HP products and services Transferring calls to the right department if the situation needs specialization Promoting excellent customer service June 2007 – June 2008 (1 year) Shammah School of Learning Inc. Position: School Teacher Work Descriptions: – – – – – – – Handling advisory class (Grade IV) Teaching English, Mathematics, Science, and Music to different grade levels (II, IV, V) Facilitating activities that will hone the students' skills and talents Making Lesson plans and visual aids Making and facilitating test assessments for the students Making reports about the students' level of achievements Making action plans based on the result of the assessment List of Technologies/Tools Used MS Office , MS Excel, MS Docs, Google, Gmail, Google drive, Google Forms, Google slide, Google Keep, Google Calendar, Google meet, Google Teams, Slack, Zoom, Whatsapp, Skype, Viber, Helpscout, Go Daddy, Avaya, Oracle, Intercom, Ring Central, Outlook, Cloud Drive, Docusign, Hello Fax, Hello Sign, PDFMergy, Ilovepdf, Leadtrac, Gorgias, Discord, Aircall, Shopify, Shipstation, Timedoctor, Hubstaff, UPS, USPS, FEDEX, Spokeo, Reference USA, White Pages Educational Background Professional: Passed Licensure Examination for Teachers (LET) Tertiary Level University: Laguna State Polytechnic University Course: Bachelor in Secondary Education Year Graduated: 2007 Achievements: Most Disciplined/Most Active (CWTS) Dean's List Scholar Governor's Scholar Member of School Paper Organization Secondary Level School: Gov. Feliciano Leviste Memorial National High School Year Graduated: 2003 Elementary Level School: Calangay Elementary School Year Graduated: 1999 Achievements: Second Honorable Best in English Silver Medalist (Copy Reading and Headline Writing) District Level Gold Medalist (Copy Reading and Headline Writing) Division Level Character References Mark Anthony Costes: Purchasers Choice Inc Sales Manager- Elaine Coronel de Jesus: Couture Candy Order Fulfillment - - Marvin Bolivar: Financial Rescue Debt Negotiator-