Maria Theresa

MARIA THERESA A. BARUELO #65 Dr. Sixto Antonio Avenue Maybunga, Pasig City Manila, Philippines Mobile No. (- Email Address:- PROFESSIONAL EXPERIENCE Maersk GSC (Global Service Centre) Transaction Quality Control Specialist LAM & MED Regions July 01, 2019 – Present ❖ ❖ ❖ ❖ ❖ Perform quality audits of transaction processed by OTC/AR upstream teams which hits the customer ledger. Maintain adequate documentation of quality checks performed Seek clarification from the processing team in case of non-adherence to policy/SOP. Highlight and escalate cases which are non-compliant with policy/SOP Prepare periodic reports and dashboard to build required governance and controls. Maersk GSC (Global Service Centre) Senior Collector-Finance and Accounting January 22, 2018 – June 30, 2019 GBR Cluster Maersk GSC (Global Service Centre) Senior Collector-Finance and Accounting North America Cluster August 13, 2012 – June 2, 2017 ❖ ❖ ❖ ❖ ❖ ❖ ❖ ❖ ❖ Classification: Internal Managed assigned portfolio and collects accounts receivable balances. Generated and sent Statement of Account to the customer Initiated and received business to business collection calls Identify and execute the necessary process adjustments (refund, write off, payment applications, dispute logs, invoicing requests, billing queries, shipment releases) Reconciled the account to determine root for delays, trends in payment and recommends write off/write back Weekly ledger review with manager and stakeholders to determine payment behavior and lapses in the statement of account for a quick action to resolve errors/issues Worked hand in hand with Credit Analyst and Sales in terms of new application, renewal, and revocation of credit facility. Closely monitor accounts to ensure past due invoices are collected within threshold Builds, coordinates and maintains strong relationships with customers, stakeholders within the organization to ensure business relationship and expectations are met. JP Morgan Chase Bank Deposit Accounts Collection – Collector 1 August 1, 2011 – August 11, 2012 ❖ ❖ ❖ ❖ ❖ Contact customers and collect their Overdrawn balances thru auto dialer inbound and outbound calls Cured the account of the customers by processing funds transfers from their linked accounts and negotiate payment arrangements Maintained excellent customer experience Hit the required dollar goals per month to achieve incentives Navigated a computerized data entry system or other relevant applications. JP Morgan Chase Bank Risk Operations Analyst/Fraud Analyst- Debit Card May 3, 2010 – August 1, 2011 ❖ Performed routine account activity review of highrisk transactions made on the account of the customer ❖ Contacted the customer to validate ATM/Debit card activities ❖ Ensured that the decision in blocking the customer’s card is wise enough to avoid bad block which resulted to an inconvenience on customer’s end and reduce company losses. ❖ Opened fraud or loss cases as necessary and ensuring that case files are accurate and complete with all appropriate dispositions and detailed notes DELL Philippines Inc. Customer Care Senior Specialist February 26, 2008 – April 30, 2010 ❖ ❖ ❖ ❖ ❖ Handled Inbound and Outbound calls Provided Excellent Customer Service Took ownership of each cases until it gets resolved Do outbound calls in updating the customers about the status of their cases. Provided timely solution to customer’s problems. Hinduja TMT Ltd. Subject Matter Expert - American Express October 2006 – January 2008 ❖ Phone support – handles inbound calls/ escalated call ❖ Escalation Supervisor - assists calls through the internal assist gate from agents (SRT) ❖ Assisted on Operations’ teams during team huddles & briefings to ensure alignment ❖ Conducted huddles & feedbacks in the absence of the Trainer ❖ Monitored trainees’ practice calls and act as coach/mentor during training ❖ Provided feedback to trainees to help them improve in handling calls effectively ❖ Facilitated on classroom discussion ❖ Monitored calls (OJTs) ❖ Submitted Weekly and monthly reports (Coaching Logs, Adherence, Attendance, Recommendations) ❖ Handled Agent Certification for in a given 8week period, targeting at least 80% of the class. Classification: Internal Hinduja TMT Ltd. Customer Service Associate – American Express September 9, 2005 – September 30, 2006 ❖ Handled Inbound calls (Account Inquiry, Account Maintenance, Credit Inquiries, Disputes, Programs and Promotions, etc.) ❖ Provided excellent quality service ❖ Individual contributor order to boost performance of the team. ❖ Adhere to the existing policies of the client with regards to releasing account specific information and resolution of inquiries and complaints. EDUCATIONAL ATTAINMENT Tertiary Course Year Graduated : : : Pasig Catholic College BSBA major in Marketing March 24, 2001 SUMMARY OF QUALIFICATIONS • • • • • • • Classification: Internal Accounts Receivable/collector for 8 years Strong communication and negotiation skills Communicates effectively at all levels of business SAP proficient MS office proficient Strong accuracy and keen eye to details Excellent Customer Service