Karen Claire N Rojo

 Karen Claire N.Rojo #2 ELF Apt Quijada Cmpd, Brgy. Guadalupe Cebu City, 6000 Phone # :- E-mail :-Objective Pursue a continuous holistic self-development at the same time strive to perform to the best of my ability whatever responsibility that comes with active participation in making this world a better place to live in. Work experience: Customer Care Representative November 2005 – February 2006 Convergys Philippines Services Corporation, Cebu City Role: Customer Service Representative ● Greet customers in a courteous, friendly, and professional manner using agreed upon procedures. ● Listen attentively to customer needs and concerns; demonstrate empathy. Clarify customer requirements; probe for and confirm understanding of requirements or problem. ● Meet customer requirements through first contact resolution. ● Confirm customer understanding of the solution and provide additional customer education as needed. ● Communicate effectively with individuals/teams in the program to ensure high quality and timely expedition of customer requests. ● Effectively transfer misdirected customer requests to an appropriate party. ● Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity. ● Participate in activities designed to improve customer satisfaction and business performance. ● Use decision-support tools to respond to common customer work/service order inquiries and requests. ● Solve problems using agreed upon procedures and assist customer's in troubleshooting. ● Offer solutions to basic customer issues. ● Maintain basic knowledge of client products and/or services Outbound Sales Agent/Account Executive March 2006-December 2006 – Blueblade Interactive,Cebu City Philippines Role: Outbound Sales Agent ● Update and Verify Online Directory Listing of Small Business Customers January 2007-October 2008 – Ekyle Telecenter,Cebu City Philippines ● Update and Verify Online Directory Listing of Small Business Customers October 2008-December 2013 – WIPRO BPO LTD,Cebu City Philippines Role: Credit Management Advisor ● With authorized access, use or disclose customer information only when you need to in order to perform January 2014-Present – Accenture Inc,Cebu City Philippines Role:Customer Service Representative, January 6,2014 – July 5,2015 ● Meet customer requirements through first contact resolution. ● Greet customers in a courteous, friendly, and professional manner using agreed upon procedures. ● Listen attentively to customer needs and concerns; demonstrate empathy. Clarify customer requirements; probe for and confirm understanding of requirements or problem. ● Confirm customer understanding of the solution and provide additional customer education as needed. ● Offer solutions to basic customer issues. Real Time Analyst , July 6,2015 – November 19 2018 ● Achieve customer support service levels by managing call volumes among multiple vendor call centers to ensure optimal performance. Provide continuous interaction with the IDO and vendors to maximize service- level metrics with the intent of achieving service level and contractual objectives across vendors. Supported Project Google, Virgin Mobile and Blue Cross Blue Shield Collection Support Associate – November 19 2018-Present Collect & recover customer receivables and debt. Ensure cash collection activities meet the requirements of the client by reducing debt aging, maximizing cash collection & collecting high-quality dispute information, while maintaining a professional relationship w/ the client & their debtors. Contact by phone with debtors to make payment arrangements/establish payment dates and resolve issues and disputes Capture accurate, detailed notes of discussions and arrangements and send follow up information as requested/required Meet collection targets, and ensure agreed Service Levels are met or exceeded Escalate issues in accordance with escalation policy; collect, progress and escalate high quality dispute information as required Attend /support client meetings to discuss debtor performance and address issues as required Be proactive and innovative with ideas to continuously improve collection-related processes, services and deliverables to the client Assist in the preparation of management reports in line with client's and Accenture's requirements; provide collections statistics and reports Develop and maintain processes to allow accurate and timely production of regular or ad hoc reports for clients and internal operations in all aspects of revenue collection Ensure that the business operates in line with operational excellence practices in the areas of process performance, process execution, process management and continuous improvement Education Bachelor of Science in Biolgoy major in Zoology- Mindanao State University- Iligan Institute of Technology Secondary:- La Salle Academy, Iligan City Elementary:- St. Michael's College, Iligan City Organizations Member, KASAMA -) Trainings and seminars attended Call Center Training,ACSAT Fish Training Who Moved My Cheese Lean Six Sigma Training December 7-9 2016 Skills Recognitions MS Word MS Power Point MS Excel Database Management Certificate of Achievement as Best Agent for the month of April – June 2010 given on 21 Aug 2010 Certificate of Excellence as Top Advisor for the Quarter for Business Credit Management given on 21 October 2012 Certificate of Excellence as Semi-Annual Top Advisor for Business Credit Management Personal information Age: 33 years old Date of birth: March 17, 1983 Place of birth: Iligan City Height: 5’ 1” Weight: 50.0 kg Civil status: Single Character References Carmel Elean Cabatingan Senior Team Lead,Project Blaze,Accenture Operations Cebu Contact #- Jo Ann Alinson Team Lead,Project Blaze,Accenture Operations Cebu Contact #- John Paul Atillo WFM Manager – Cebu POC Contact #:- Karen Grace Signar Trainer, Project Telstra Contact #-