Rachel Mendoza

Rachel Mendoza Bulacan, Central Luzon, Philippines-linkedin.com/in/rachelmendoza000 Summary With over 10 years of experience working in a customer-centric environment. I am a self starter with an eye for detail. I endeavor to create efficiency and flow to business processes. Follow up requests from relative departments and ensuring accurate documentation. I have serviced multicultural clients gaining valuable transferable skills in relationship building, project management and interdepartment coordination. With knowledge in email management, project management, admin and reception ad hoc tasks. I'm a team player, works well independently with minimal supervision and highly motivated. I'm committed to lifelong learning and personal development. Experience Customer Service Representative Virtual Assistant, Social Media Manager Amy's Spotless MAids Dec 2022 - Present (4 months) Respond to customer inquiries via phone, email, or chat Help in making the reservation for our client Educate customers on our products and services Collect and record customer feedback to help improve our service Work closely with other teams to ensure customer satisfaction Running company social media advertising campaigns. Formulating high-quality novel written and visual content for each social media campaign. Building a social media presence by maintaining a solid online presence. Monitoring the company's brand on social media. Responding to comments on each of our accounts. Overseeing customer service provided via social media. Senior Process Executive Infosys BPM Oct 2020 - Mar 2022 (1 year 6 months) • Provide fund and investment performance information to participants by phone. • Identifies routine participant needs/problems with urgency professionalism and efficiency, determining alt solutions and resolving problems using current workflow. • Provides industry knowledge to fund performance and retirement investing. • Provide up to date knowledgeable advice on taxation on different US states • Process distribution of retirement funds based on Plan sponsor rules and by laws • Process a smooth and easy rollover of funds from our financial institution with the participant’s preferred trustee • Advise participants on contribution plan rules mandated by the Plan sponsor so they may make an informed decision for retirement financial success Rachel Mendoza - page 1 • Confidently handles multiple tasks while managing high call volume queues to ensure excellent participant experience • Assigned to train all new hires, continuously offer mentorship, guidance on duties and best practices • Provide on call help and best in class advise on new hires to help resolve participant inquiries • Actively provides routine process and critical to quality updates to the rest of the team Marketing Executive Quality Registrar Systems (QRS) Mar 2017 - Jan 2020 (2 years 11 months) • Actively seek out new sales opportunities through cold calling • Explain the benefits and potential audience of specific media offerings to potential clients • Arrange meetings with potential clients, prepare meeting materials, proposals and arrange for transportation • Maintain, accurate records of call reports, meeting status, business summary reports and proposals sent • Updating files/folders about client status • Negotiating contracts • Add notes to records for each client call or meeting • Once a project is signed , send acceptance and thank you email to clients • Submit the signed proposals/LPO to Accounts team for their records and further action after approval from team head • Send email with clear details to accounts team (signed contract & LPO, VAT certificate) for Invoicing payments • Submitting client details and commitments given to the team head for intercom preparation • Follow up the initial payments once it is not collected by the accounts department within 20 days of invoice • Get referral from clients • Follow up with old clients and offer additional services of the company • Follow up with existing clients for payments • Coordinate with other department with client concerns • Update Sales Record and other deliverables • Ensure invoices are sent to Accounts Dept. for payment Collections Officer ANZ Sep 2012 - Jan 2017 (4 years 5 months) • Awarded Highest Dollars Collected Q3 and Q4 2013 • All Green Metrics January and February 2014, Q2 2015 • Rolled out initiatives to mitigate risk by adding controls in relation to fee waiver requests • Process payment arrangements for cardmembers keeping a soft collections approach to Singapore based clients. • Accomplish ad hoc tasks given by team leaders on a daily basis such as follow up calls, handling initial disputes, hardship or debt repayment arrangements, processing in-house payment transfers. • Mitigate loss and reduce risk by achieving our monthly inventory target. • Provide excellent customer service to our stakeholders. • Provide side-by-side support to new entrants by sharing best practices. Rachel Mendoza - page 2 Collections Agent JPMorgan Chase & Co. Aug 2006 - Sep 2012 (6 years 2 months) • Customer Advocate and Great Negotiator Winner January, March, April, June 2007 and Q1 2011 • Customer Satisfaction Award May and June 2012 • Developed “power statements” to promote customer advocacy and implemented to be used by the team. • Educate and negotiate amiable payment solutions to cardmembers • Work out special solutions to cardmembers experiencing financial hardships • Provide “best in class” cardmember treatment and create a WOW customer experience on every call. • Responsible in disseminating updates and other pertinent information to other team members. • Person of contact in testing new systems before it is launched to the production floor • Trained new entrants by sharing best practices and techniques to help them during transition to operations. Processing Executive HSBC Oct 2004 - Aug 2006 (1 year 11 months) • Awarded the Heavy Hitter Award, above expectations on all metrics Q2 2006 • Handled 15-60 days delinquent accounts and negotiated payments to keep account current • Responsible in disseminating updates and other pertinent information to other team members • Trained new hires from induction to production floor • Appointed as team’s time keeper and updating the attendance tracker and acted as the assistant to the supervisor. Customer Interaction Associate TELUS Aug 2003 - Sep 2004 (1 year 2 months) • Awarded Sales Associate Q3 2003 • Developed effective sales pitch for up selling and cross selling products and in-house financing adapted by the line of business • Responsible in disseminating updates and other pertinent information to the team. • Assist clients’ to determine the compatible computer solutions to feed their needs • Buddy up with new hires by sharing best practices. • Participated in the call calibration to identify opportunities and come up with action plans to address the opportunities. • Provided floor support as “subject matter expert”. Education Far Eastern University Bachelor's degree, Marketing 1998 - 2002 Licenses & Certifications EF Standard English Test - EF Standard English Test (EF SET) Rachel Mendoza - page 3 Rachel Mendoza Skills Call Center Administration • Customer Relationship Management (CRM) • Social Media Marketing • Content Management • Data Analysis • Debt Collection • Fully bilingual English • Decision-Making • Soft Skills • attention to detail Rachel Mendoza - page 4