Ma Aurora Bernadette Ycasas

Work Experience EXL Service Philippines Inc Credit Specialists Ma Aurora Bernadette Ycasas A professional virtual assistant with over 5 years of experience in managing administrative tasks. Highly skilled in communication, time management, and problem-solving. Committed to delivering high-quality work and exceeding expectations. Contact--Binan City Laguna Philippines Education Trimex Colleges 2019 Bachelor of Science in Business Administration Major in Marketing Management Skills HIPAA Certified strong organizational and multitasking abilities Time-management and scheduling skills Verbal and written communication skills Basic computer literacy and typing proficiency Filing and document management Customer service and interpersonal skills Ability to work independently and as part of a team Tools Salesforce, Getpaid, Sidetrade, Shopify, Rentalman eClinicalworks, Elation EMR, Availity Aircall, Taldesk,Finesse, Hubstaff, Avaya Slack, Outlook, Gmail, Zendesk Google Suite and Microsoft Suite June 2022 – May 2025 Working remotely (hybrid) setup. Identify potential credit risks and flag problematic accounts, Maintain accurate records of credit evaluations and decisions, Prepare regular reports for internal use (e.g., aging reports, risk analysis) and to ensure compliance with internal policies and external regulations. Explain the credit terms, payment expectations, and account statuses. Handle inquiries or disputes regarding billing or credit. Monitor existing accounts for overdue payments or credit limit breaches Probe Group Philippines Inc Customer Support (Ecommerce) Sept 2020- April 2022 Working remotely. Provide support to online customers through email, chat, and phone regarding orders, product inquiries, returns, refunds, and delivery status. Assist in resolving issues related to damaged, delayed, or incorrect items. Use CRM tools like Zendesk and Shopify to track customer interactions, process tickets, and update order information Coordinate with the warehouse and logistics teams to ensure smooth fulfillment and delivery. Maintain a high level of professionalism and empathy to ensure a positive shopping experience and build customer loyalty. CCT Solutions Inc. Medical Admin/Billing Staff April 2018 - June 2020 Working remotely (hybrid) setup. Respond to customer inquiries via email, chat and calls if necessary. Maintained HIPAA compliance and provided administrative support Extract reports to ensure the confidentiality of the documents. Coordinate with billing teams to prepare invoices and assist in follow-ups on unpaid claims. Create calendar reports through google suites, teams and other platforms for follow-ups. ARB Calls Facilities Loan Originator February 2017-March 2018 Meet with potential borrowers to understand their financial goals and loan needs, Explain loan products, terms, and application processes. Answer client questions and guide them through prequalification or pre-approval of their Loans. Assist clients in completing loan applications accurately and submit applications to underwriters for review and approval. Analyze borrowers’ credit history, income, employment status, and debt-to-income ratio, determine if applicants meet loan program requirements.