JOCELYN FERNANDEZ
Admin Assistant
Contact Me
About Me
-
1 . Yea r s o f c o l l ec t i o n s a n d c u s t o m e r s er v i c e e
xp er i en c e
2 . H i g h l y s k i l l ed i n c o l l ec t i n g o n p a s t d u e c u s t
o m er a c c o u n t s , i n c l u d i n g r es o l u t i o n o f d i s c r
ep a n c i es
3. I n - d ep t h k n o w l e d g e o f d i f f er en t c o l l ec t i o n
m et h o d s a n d s ev er a n c e p r o c e s s
4. A s t r o n g d es i r e t o c o n t i n u a l l y el ev a t e t h e p er
f o r m a n c e o f t h e b u s i n es s a s a m at t er o f s a t i s f
action
5. K n o w l ed g e o f f a i r d eb t c o l l ec t i o n l a w s .
6. D ed i c a t e d a n d m et i c u l o u s : a b l e t o e x c e e d b
o t h e xt er n a l a n d i n t er n a l c u s t o m er e xp ec t a t i o
n.
-21 Jasmin St, Gloria III Subd
Culiat
Quezon,Philippines
Social Profile
https://www.facebook.com/
chay.valdez.5
Other Info
Experience
Skills
Microsoft Office, Social Media
Platforms, Verint and audacity,
SharePoint, E-learning, Training,
Outlook, Lotus Notes, Webinar, Zoo,
Singing, Drawing
Awards
Superstar Team/ Top Advisor (HSBC-
CCS Legends (HSBC) 2018
VIP (HSBC) 2018
CERTIFIED INTERVIEWER 2019
2018 -
HSBC Electronic Data Processing, Inc. | Assistant
Manager for Ops Support
Admin Assistant for 2 years, liasing with Business Contingency
Risk Management to perform coontrol testing and quarterly
Operational Risk Audit. Reporting Key Risk Indicator in
Operations on a monthly basis.
Supervising in Employee Development Department as trainer,
coaching and call audit, web based training and end week
reports.
Participating in testing and project based automation.
ELTS 2018
Certified HR Interviewer
2016 - 2018
Languages
English, Filipino
Acting as team leader handling 10 advisors in handling
collections call for banking retail and commercial account.
Sending meetings, KPI reports and coaching employees with
their career and skill development.
Interest
Music, Fine Arts and Novel
HSBC Electronic Data Processing, Inc. | Relief
Assistant Manager for Operations
2014 - 2016
HSBC Electronic Data Processing, Inc. | Short Term
Assignment in Techinical Training for Collections
Assistant Trainer, handling 10-35 new hires for collections.
Doing floor support, skill builder and coaching skill for trainees.
Closely working with workforce management team for OJT
productivity.
References
upon request
2008 - 2014
HSBC Electronic Data Processing, Inc. | Collections
Associate
•Collects from HSBC US credit card holders and UK personal
account holders such as bank accounts, credit cards and loans
using the Call Model while complying with UK standards in
collections and excellent Customer Service
•Handle complaints and billing inquiries in both outbound and
inbound settings
•Perform required Accounts Receivable functions including,
credit, collections, cash receipts, credit card processing,
electronic transfers, etc.
•Escalates billing disputes and updates account informations
•Negotiate payment arrangements based on FCA regulations.
• Reviewed accounts, decided cancellation status and
processed in keeping with departmental procedures
•Endorse extension to credit underwriting
•Research regarding unsettled account balance that is
completely or partially unpaid
•Investigate customer’s accounts and documents methodically
•Collaborate with team on the core collection policies aimed at
reducing client delinquencies which impacts company revenue
and cash flow
2007 -
TELETECH CMC | Customer Service
Calls existing HSBC credit card holders to sell enhancement
services
2007 -
NCO GROUP MANILA | Research Associate
A Verizon Business researcher for back office ticketing and
receiving inquiry calls.
2006 - 2007
West Contact Services | Customer Service
Handling calls for CITIbank's credit card applications and up
selling.
Education
2006 -
Technological Institutecof the Philippines | Business
Management Major in Logistics
2000 - 2004
College of the Holy Spirit | High School
1990 - 2000
Marian School of Gerona Inc. | Middle School
Projects
2012 - 2013
HSBC | Openspan
part of testing team for the collections system automation.
2017 - 2018
HSBC | Project Green
Engagement campaign to hype up performance.
