Marites Borres

MARITES B. BORRES B3 L17 Pili St. Phase1 West1 Springville, Camella Molino3 Bacoor, Cavite 4102 REMOTE VIRTUAL ASSISTANT PERSONAL PROFILE CONTACT INFO Springville, Camella Molino 3 Bacoor, Cavite 4102-- live:.cid.a59042a34b1dab56 I am a multi-talented collection and customer service professional with a significant number of years in call center environments. I also had experience supervising and coaching direct reports on their performance on a regular basis. I am strongly equipped with problem solving, reporting, presentation, data analysis, and interpretation skills. I have the ability to multitask between various software applications and database experience. www.linkedin.com/in/maritesborres/ WORK EXPERIENCE Mobile# - Remote VA Collection Sr. Specialist (Level 2) www.facebook.com/MBBorres/ www.instagram.com/mari_tes.b/ twitter.com/blue_terracotta SKILLS SUMMARY Performance Management, Action Planning Root Cause Analysis: Critical thinking Workforce Management Customer Service and Interpersonal Skills Data Entry and Inventory Management Calendar Management and Scheduling Fluency with G-Suite and Microsoft tools Web/Online Research Collection and Accounts Receivable Management CERTIFICATIONS Career Service Professional Eligibility Lean Six Sigma White Belt Certification iCare Financial | Sept 2020 - January 2021 *Graveyard shift Monitor accounts on a daily basis and take appropriate actions in order to encourage payments on more than 90day delinquent accounts Identify outstanding account receivables, process payments and refunds, investigate historical data for debts and bills Operations Supervisor iQor | Oct 2019 - Aug 2020 *Graveyard shift Oversee a group of 15 Customer Service staff and responsible for assigning tasks, motivating, disciplining and assessing employees' performance Set measurable and realistic KPIs, work standards and expectations where applicable Operations Coach Teleperformance | Feb 2019 - Oct 2019 *Graveyard shift Supervised, trained and developed designated team of 10 experts and drove their performance Achieved team's objective and KPIs as determined by the management Assistant Manager WNS | July 2018 - Feb 2019 *Non-Graveyard Handled 15 insurance specialists and pursued a team environment focused on the achievement of the project's high quality standards Provided feedback to management regarding possible areas of improvement and made recommendations to implement improved processes TOOLS PC operating systems : Windows and Mac Microsoft Office: Word, Outlook, Excel, Access G-suite: Google Calendar, Google Drive, Google Sheets Dropbox Social Media Canva, Pizap Shopify, Trello TRAINING Peak Performance Coaching Leadership Training Bootcamp for Team Leaders Faculty Mentor (Tutor Team Lead) ABC360 | Dec 2017 - July 2018 *Non-Graveyard Led a team of 22 online tutors to provide formal English lesson to young students and professionals Conducted high-caliber and helpful workshops related to teaching or teacher management Operations Supervisor iQor | Jan 2017 - Dec 2017 *Graveyard shift Led two pioneer teams into launching a new program, helping Operations and Training come up with action plans and incentive schemes Provided troubleshooting and escalation for issues related to employees' access, hardware, software, etc. Lean Six Sigma Teleperformance Operations Processes and Standards Side by Side training for English as Second Language New Concept English training for ESL Wonders Workshop for ESL Performance Coaching Course Workshop How to identify the Target Language and Classroom Management Department of Labor and Employment pre-employment seminar Train the Trainer: Training Needs Analysis Change Management: The Change leader Team Leader Convergys | Aug 2012 - Jan 2017 *Graveyard shift Provided subject matter expertise and support to 18 technical support associates Identified performance related issues, developed action plans for improvement, and implemented corrective discipline Provided daily post-mortem and weekly analysis on Customer Satisfaction report Team Manager / Sr. Real Time Analyst NCO | Mar 2011 - Nov 2011 *Graveyard shift Organized the work of the Workforce Scheduling team and Real Time Analysts Planned all aspects of staffing and capacity management of the entire program Provided concise reporting of team, skill, and center statistics (eg., service level, occupancy, interval adherence, and absenteeism) at a determined frequency Interviewing Skills Workshop Difficult Conversations Accelerate Training Difficult Conversations Problem Solving Skills Business Email Writing Basic Aviation Security Course Symposium on Basic Photography Real Time Analyst NCO | Oct 2009 - Mar 2011 *Graveyard shift Monitored queue spy and aux usage using software tools with historical data Clearly communicated and documented direction to the call floor for execution and management Prepared reports and statistical data, and coordinated distribution to both internal and external clients. Collections/ Finance Specialist iQor | Mar 2008 - Oct 2009 *Graveyard shift Collected money owed to the company for service rendered and provided assistance to past due customers Handled customer service concerns including account setup, account modifications, rate plan and bill changes/adjustments Passenger Service Staff / Assistant to the Bookkeeper CAGHSI | Feb 2008 - Mar 2008 *Non-Graveyard Handled passenger escort service, disabled passenger, unaccompanied minor, mishandled baggage service, passenger check-in, plan delays, additional flights, flight diversions and other eventualities Liaised vital information to various areas over in-house company two-way radio frequency Air Terminal Aide / Admin Aide Air Transportation Office | Sept 2003 - Oct 2006 *Non-GY Prepared watch schedule, performance evaluation sheet, plantilla position, appointment, indexes and certificates of employees Handled correspondences and necessary phone calls for the Airport Security Committee and Sportsfest Committee, while coordinating and disseminating the goings-on, schedule of events, and other reports among participants(airport personnel and other agencies) EDUCATIONAL HISTORY AMA CLC Computer System Design & Programming | June 2000 - May 2002 *Graduate Completed Associate's Degree in Computer System Design & Programming while studying Computer-Based Accounting Philippine Military Academy Military Science | April 1998 - April 1999 *Undergraduate Dean's List Dance Sport team Fencing group