Maria Cristina Rael

MARIA CRISTINA B. RAEL Professional Experience D I V ERSE Y P HILS., I NC. | M akati C i ty C u s tomer Servi ce O ffi cer | J ul 2 015 – Dec 2 015 Primary Responsibilities Timely processing of the following (within 24 hours as agreed leadtime): • Customer Data Record, from validation with Sales Team, creation/revision in JD Edwards System, emails to 3/P Ops for FTP upload • Ship Direct orders/bookings • Credit Memo/Debit Memo • Return Upon Delivery (RUD) • AR Recon for collection purposes • ABP Credit Memo-Reinvoice • Cut-Off Reversal • ABP Accrual • Accurate and systematic filing of Customer Data, Credit/Debit Memos, and other related documents • Prepare reports as per request by Customer Service Lead/Manager E M E R SO N E L ECTR IC A SIA L T D R O HQ | M a ndal uy ong Ci ty C u s tomer Data M a nag ement S peci al ist ( L evel 2 ) | A p r 2 009 – N ov 2 012 Customer Data Management is the group responsible for maintaining the Customer/Vendor master database. Performs a variety of customer/vendor data activities in an effort to conform to standards. • Set-up of new Customers and Vendors according to the established Standards and Policies under a defined Service Level agreement • Used multiple systems for gathering data elements for a request for new Customer/Vendor setup • Exercised limited independent judgment and discretion in handling various requests and issues • Assisted various finance team functions (order entry, credit control, purchasing, credit risk) in JDE/oracle address set up queries/concersn • Addressed Internal customer inquiries via phone call and emails Strengths • Ability to consistently produce quality work while in high stress situations • Showed close attention to detail, follow -up, extreme sense of urgency and perseverance • Ability to prioritize workload and complete multiple tasks in a predetermined time frame • Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists • Great data analysis skills and good data capture and quality • Multi tasking, Time management skills T E L E T ECH C USTO ME R C ARE M ANAGE MENT | P a say C ity C u s tomer Servi ce R e presentati ve ( Heal thcar e P rog ram) | M ar 2 004 - D ec 2 007 Responsible for answering incoming customer inquiries (eligibility and benefits , claims status and processing) promptly and in accordance with established call-handling procedure Key Roles L e a d W o r k s hee t A u d i tor | N o v 2 0 0 6 - F e b 2 0 0 7 • Responsible for auditing worksheets generated from customer’s telephone inquiries to determine the validity of the cases transferred to the client • Prepared reports/spreadsheets used in determining the root causes of invalid cases • Assisted in the development of product-based program improvement initiatives and strategies H e l p D e s k / E sc ala ti on D e s k A g e n t | J u n 2 0 0 6 - N o v 2 0 0 6 • Responsible for answering internal CSRs telephone inquiries regarding claims status/processing • Effectively handled and resolved escalated issues/concerns • Prepared reports/spreadsheets used in identifying the root causes for help desk calls and escalated issues • Contributed in the analysis, planning and implementation of strategies with the purpose of reducing the number of help desk calls and escalated issues. P r o v i d er C l a im s A d v is or ( C S R L e v e l 2 ) | D e c 2 0 0 5 - J u n 2 0 0 6 P r o v i d er S e r v ic e A g e n t ( C S R L e v e l 1 ) | M a r 2 0 0 4 - D e c 2 0 0 5 Strengths and Accomplishments • Recognized for excellent performance and dedicated service commitment • Received exemplary and exceeds expectations ratings on performance reviews • One of the pioneers of the Help Desk/Escalation Desk • Selected from more than 60 CSRs to become Lead Worksheet Auditor • Demonstrated capacity to effectively handle product-based duties (quality assurance, research and analysis) and administrative tasks (generating reports and spreadsheets , floor support, coaching) P O L Y M ER C HEM ICALS I NC. | T a g ui g C i ty T r a i n ee P roc ess E n gi neer | O c t 2003- N ov 2 003 Managed overall manufacturing of resin, from equipment inspection, preparation of raw materials, to the actual “cooking” process, quality assurance and packaging . Skills Summary • Excellent written and oral communication capabilities using US English • Proficient in MS Office applications: PowerPoint, Word, Excel, E-mail/Outlook, strong computer and intranet/internet use and research skills • Working knowledge of various database applications (Oracle, JDE, Jeeves , Customview) • Ability to perform all duties with the least amount of supervision • High tolerance to stress and a self-starter • Flexible, self-motivated, able to work on own initiative • A strong team player and able to work with people from different levels of the organization • Customer Service Orientation Education L i c e n s ed C h e m ic al E n g i ne er | M a y 2 0 0 3 Li c e n s e N o - B a c h e l or o f S c i e nc e D e g r e e i n C h e m ic al E n g i n ee r ing | 1 9 9 8 - 2 0 0 3 U n i v e r si ty o f S a n t o T o m as | E s p a n a , M a ni la S e c o n d a ry E d u c a tio n | 1 9 9 4 - 1 9 9 8 P a c o C a t h ol ic S c h o ol | P a c o , M a n i la P r i m a r y E d u c a tio n | 1 9 8 7 - 1 9 9 4 P a c o C a t h ol ic S c h o ol | P a c o , M a n i la