Emily Jane Macaraig

EMILY JANE MACARAIG 141 Diamond Ave., Mt. View Park Subd. Batangas City 4200 Philippines Contact number:- Email address:-Skype: mb-jane OBJECTIVE: To apply for a position wherein my knowledge and skills in delivering excellent customer experience / admin assistant will be of use to the company. QUALIFICATIONS: Experienced in contacting delinquent cardmembers to obtain and/or negotiate for payment Trained in inbound and outbound collections as well as customer service (via phone, email and chat) Equipped with the proper skills and knowledge to yield good customer service and efficient collection results Has been meeting the statistics in performance required by the process and was awarded the Associate of the Month and Most Improved Collector Has been a member of the Dream Team for the months of July2010-February- Navigates and uses efficiently the basic computer software skills required for the job(MS Office) Observes and complies with the company policies since the job involves high risk customer information Executive Secretary/Admin Assistant to Customer Service Manager and Digital Marketing Manager Knows and skilled in using basic computer software (MS Office, Sharepoint), Active Campaign and WordPress WORK EXPERIENCE: PILATES CAN PTY LTD March 2020 – Present Client Services Coordinator / Digital Marketing Assistant My tasks for this position is to answer all customer queries via email regarding their Pilates membership like their renewals and session bookings. Aside from this, other admin tasks were assigned like helping fix the Pilates Can platform in terms of scheduling of clients in both studios (e.g. shifting from studio sessions to online sessions during the quarantine period due to Covid-19), sending bulk emails and the like. I assist the Digital Marketing Manager with the new company website, in terms of putting/updating images in the URL pages of the new site, checking all URLs if all links are working and if not, link them to the correct site link, etc. as well as do other administrative tasks like updating excel sheets and/or creating documents when needed. MADBID (MARCANDI, LTD) March2015 – June 2018 Customer Service Executive My main tasks for this position was to answer all customer queries via phone, email and chat. Ensured that I gave great customer experience to customers by making sure that a resolution to their issue has been resolved. Other tasks included logistics, participating in other company projects like the Winners Circle and Retention as well as doing Quality Control (QA) for other CSE’s. I also have experience in interviewing applicants (for CSE position) and completing a report after the interview as well as helping new team members during training/ training new team members. The most recent task that was given to me was being in charge of the Security of the company wherein I check any unusual activity of customers’ accounts. BUILDISM January2014 - May 2014 Administration All-rounder My tasks for this project were data entry, internet research and transcribing voice files. My tasks each day varies, depending on what my superior needs me to do and finish first. LMIT December 2013-January2014 Sales Responsible for taking inbound and doing outbound follow up calls to potential clients looking to enrol in one of the online courses we offer, and try to convince them to enrol. Act as a sales person and customer service representative as well, since the phone calls not only involve giving information and assisting clients (as well as potential clients) in the enrolment process. Responsible in making sure that all the processes were followed correctly until the client is able to start their chosen online course. Boston West June2013-September2013 Account Manager Responsible for maintaining good relationship with Clients and Mortgage Brokers. Task includes calling the Mortgage Brokers every week to touchbase and/or give updates. Other tasks in the company included doing research and data entry during downtime. HandyTax Customer Service Representative March 2012-June2013 I was responsible in taking inbound and outbound calls from Disabled Canadians who want to apply for Disability Tax Credits, answer all their queries regarding the process and make sure that all their paper works are filled out correctly. I was also assigned to do various data entry work and help in the training of the new hires in terms of system navigation and the business process. TeleArk, LLC Sales Associate August 2011-January2012 My primary role in this position was doing cold calls to different businesses and setting appointments for our Sales Manager/Executive to help businesses boost their Sales process. This has helped me hone my communication skills and multi tasking skills further. I was also assigned to have my own campaign which helped me understand better how the sales process work. Customer Service Executive-CSE HSBC Electronic Data Processing (Phil), Incorporated 5150 North Bridgeway Avenue Northgate Cyberzone, Filinvest Corporate City Alabang, Muntinlupa City 1781 February2009 to March 2011-Retail Services Front-End(outbound) Collections October2008-February2009-High Risk Card(outbound)Collections June2006-September2008-Front End Card(inbound)Collections SUMMARY OF RESPONSIBILITIES: Contacts delinquent and/or over limit customers via a phone system to obtain payments and/or negotiate appropriate resolutions on customer accounts Reviews and analyzes financial situation and arranges repayment programs within procedural criteria. Adjusts fees in accordance with company policy Verifies and updates customer account information. Maintains documentation of all customer contact and location information via the online collection system Ensures100% compliance to all government regulations, policies and procedures provided Observes and learns methods used in successfully collecting delinquent account and develops the skills that are required to meet the expectations of a collector Participates in team meetings and activities, promotes team spirit and cohesiveness. Demonstrates adherence to Core Standards of Behavior Performs other related duties as assigned EDUCATIONAL BACKGROUND: College Diploma in Management International Academy of Management and Economics Makati City, October2004