Rutchelle Trinidad

Rutchelle Trinidad Customer Experience & Back Office Specialist CONTACT- /-- PROFILE I am an experienced Back Office Specialist. I provide administrative and managerial support to front-line employees such as data entry, order processing, online research, customer service, virtual reception, appointment managing, calendar management, and more. Tagapo, Sta. Rosa City, Laguna SKILLS Advanced computer literacy skills AU & US Mortgage Banking AU Electricity Invoicing & Data Analysis Strategic planning and scheduling Customer Relationship Management (CRM) WORK EXPERIENCE Account Administrator August 2023 - present PaperlessAdmin Australia Responsible for handling invoices, tracking outstanding payments, and facilitating payment processing. Overseeing the management of faxes, SMS messages, and emails. Involves data entry, processing, validation of clinical documents, and organizing records using web-based software, spreadsheets, and calendars. Engaging in client and professional communication through SMS and email (no phone calls). Assisting clients with their appointment and clinical concerns Project Administrator TOOLS Canva Husbpot Google Suite Slack MS Office Citrix Xero PowerDiary Halaxy Front Shopify EDUCATION Information Technology Jacobo Z. Gonzales Memorial School of Arts and Trades- July 2023 - present Transformable Australia Scheduling routine meetings and recording decisions (e.g., next steps, assigned tasks etc.) Creating and updating workflows Preparing and creating invoices via Xero Keeping project calendar up to date. Responding to emails, and queries from clients. Also includes sensing payment follow-ups for overdue invoices. Senior Customer Experience Officer- BackOffice QEnergy Limited Australia Dec 2015 - July 2023 Ensures smooth daily back-office operations, including CX Back Office staffing, service order flow, productivity, billing-related tasks, and enhancing overall customer experience. Manages onboarding and training of new CX Back Office hires. Supports back-office agents as a senior point of contact for process and procedure queries. Manage inboxes (B2C and B2B) for three brands, handling triage, issue resolution, and directing emails to the appropriate departments. Tracks assigned accounts to identify outstanding debts and strategize for debt recovery. Converts prospect accounts into sales while ensuring compliance with legal, organizational, and contractual policies. Generates and updates spreadsheets to monitor service order requests, validate documents, and record sales investigation outcomes. Creates role-specific SOP/process documentation as needed. Performs ad hoc administrative, business operations, and special projects tasks as required. SEMINARS ATTENDED FooBoo Australian Cross-Cultural Training Galilee Business Support Services July 2014 REFERENCES Ciara Elardo Team Leader (Customer Service Team) Satellite Office Pty Ltd - QEnergy- Customer Care Agent Jan 2015 - Dec 2015 Ingram Micro Process customer RMA requests via department work flow management. Communicate results to internal/external customers via verbal or electronic means. Investigate and approve customer claims up to approved authority levels. Utilize on line tools to aid in investigation. Manage incoming orders based on routing guide requirements and on time delivery specifications Perform product availability and pricing Customer Service Associate/Discharge Officer Galilee Business Support Services Sept 2013 - Jan 2015 Data Entry of incoming applications onto Workflow System, Conversion of incoming Applications into component forms Checking Solicitors Certifications and supporting documents for accuracy of preparation and content Providing customer service support through phone and e-mail. Consumer Loan Specialist (Mortgage Banking) Sheila Javate Freelancer- JPMorgan Chase Bank, N.A Mar 2012 - Sept 2012 Compare data from Chase LOS system to the documents on the imaging system. Identify exceptions and correct on appropriate system or collaborate with internal business partners to resolve. Extract specified data from certain documents and log accordingly. Examining Specialist 2/Senior Examiner (Minnesota Project) Mortgage/Title Insurance Amdatex/ADEC Solutions (American Data Exchange Corp.) Apr 2008 - Mar 2012 Key-ins accurately pertinent information of an order into the clientsupplied application to meet project specifications. Checks accuracy of encoded data before proceeding to the next field of order to ensure high quality and precision of output. Adheres to the channel’s standard operating procedures and work instructions in order to ensure smooth delivery of results. Guest Training Force (GTF) Member - TRAINER Train newly hired team members about Title Insurance. Take charge on leading the team in the absence of Line Leader. Conduct the pre and post-auditing of the files then submit weekly report. Make new or edit existing procedures that can help for the teams understand the project easily.