Georlyn Santos Dela Rama | Freelancer Resume

Georlyn Dela Rama Email:-| Phone: - Professional Summary Compassionate and results-driven professional with 19 years of experience in customer service, loan processing, sales, and client services, including 11 years supporting Australian and New Zealand businesses. Skilled in financial reconciliation, Xero, accounts receivable, logistics, scheduling, and supplier management. Proven ability to enhance client experiences, manage sensitive payment follow-ups, and support leadership with actionable insights. Professional Experience Client Services Coordinator – Truly Treasured Pet Loss & Cremation Services | New Zealand (Nov 2022 – Present) ● Delivered exceptional customer support via phone, email, and chat for personal and commercial accounts. ● Managed Shopify store operations, optimizing product listings, order fulfillment, and inventory levels. ● Liaised with suppliers to maintain timely stock of keepsakes and supplies. ● Coordinated partner veterinary services to streamline appointments and operational efficiency. ● Prepared invoices, conducted sensitive payment follow-ups, and reconciled payments in Xero. ● Scheduled and oversaw home euthanasia and cremation services, ensuring seamless client experiences. ● Directed collection and delivery logistics accurately and on time. ● Provided proactive client check-ins and empathetic aftercare support. ● Reported and analyzed company performance metrics to the CEO to inform strategic decisions. Sales Development Representative – JobGet | USA (Apr 2022 – Oct 2022) ● Drove top-of-funnel lead generation and managed the sales cycle for local businesses. ● Set up meetings, delivered presentations, and built strong client relationships. ● Maintained accurate sales activity records in CRM and consistently achieved quotas. Client Support Executive – Deriv | Malaysia (Oct 2021 – Apr 2022) ● Responded to customer inquiries via live chat and email, ensuring satisfaction. ● Processed applications and documentation according to policy and compliance requirements. ● Collaborated across time zones to deliver efficient client support. Director of Sales and Customer Engagement – Cohen Healthcare Law Group | USA (Feb 2021 – Aug 2021) ● Managed sales department, developing strategies and monitoring progress metrics. ● Facilitated client engagement, tracked leads, and optimized sales processes. ● Streamlined procedures with checklists and scripts to enhance client experience. Client Service Team Leader – Arizona Home Loans | USA (Oct 2020 – Jan 2021) ● Managed offshore team schedules, monitored productivity, and ensured sales quotas were met. ● Served as escalation point and communicated updates to the onshore team. ● Ran QA reports and standardized processes for efficiency and performance improvement. Team Lead – Remarketing and Loan Processing / Lending Consultant – New Zealand Credit & Loans & Eastbay Finance | New Zealand (Sep 2017 – Apr 2020) ● Assisted clients with loan applications from start to settlement, ensuring compliance and accuracy. ● Reviewed credit applications, assessed documentation, and coordinated with lenders. ● Managed and motivated team members, delegated tasks, and monitored performance. Loan Processing Officer Grade 3 – Mortgage & Auto Loans – Firstmac Operations Center Pty Ltd | Australia (May 2015 – Sep 2017) ● Reviewed, verified, and submitted loan applications for approval and funding. ● Coordinated with clients, brokers, and dealers to resolve outstanding issues. ● Prepared pre-settlement documents and handled post-settlement requirements. Customer Care Professional / Chargebacks Advisor / Loan Processing Officer / Loan Quality Analyst / Telephone Banker – American Express & J.P. Morgan Chase Bank | Philippines (2009 – 2015) ● Managed client inquiries, processed applications, and ensured compliance with internal guidelines. ● Handled chargebacks, credit card disputes, and loan verification with high accuracy. ● Provided coaching and feedback to colleagues, improving operational quality and efficiency. Inbound Sales Representative – Sitel Philippines for XM Satellite Radio | Philippines (2006 – 2009) ● Handled sales, billing, technical support, retention, and account activation. ● Assisted trainees during onboarding and ensured smooth operational workflows. Education Bachelor of Arts in Mass Communication (Broadcasting) – Lyceum of the Philippines University, Manila, Philippines Trainings & Certifications ● Advanced Supervisory Skills Training – Business Coach Inc., Metro Manila (Oct 2018) Technical Skills ● Accounting/Finance Systems: Xero, InfusionSoft, CRM Systems ● Other: Microsoft Office Suite, Shopify, Reporting & Analytics Key Strengths ● Accounts Receivable & Debt Management ● Financial Reconciliation & Invoice Management ● Customer Relationship Management ● Leadership & Team Coordination ● Process Improvement & Operational Efficiency ● AU/NZ Business Expertise