Shaley de la Torre

Shaley de la Torre Silay City, Negros Occidental Philippines 6116 https://www.linkedin.com/in/shaley-de-la-torre-0b79a1117/ - Skype ID: shaley.d- Career Summary • 6 years’ work experience as a Sales Coordinator and Customer Service Representative in Freight Forwarding & Logistics companies working closely with external and internal customers to ensure shipping documentations are complete and goods are picked up from the shipper and delivered to the consignee on time. • 5 years’ work experience as a Customer Service and Technical support representative in the BPO industry supporting US based phone, cable & internet service providers. • 3 years working in a Government hospital doing clerical tasks in Admitting, Claims and Billing sections ensuring patients receive and accomplish their documents prior to their discharge. • 2 years’ experience working remotely for a software provider company as an invoicing specialist working closely with the operations, sales and the revenue team ensuring customers receive their invoices on time and resolve disputes. Skills • • • • • • Proficient in Microsoft Office suite & Skype * Can work on shifting schedules Sage Intacct / Accounting Software * Web browsing and online search Salesforce * Administrative skills Data Entry / Data Analysis * Technical support & Customer service skills Google Calendar & Sheets * Organization skills Ability to multi-task while building rapport with customer Experience Upland Software, Inc., Texas, USA July 2017 – Sept. 2019 Invoice Specialist • Generate invoices using Intacct and send them to clients. Issue scheduled recurring invoices and ensure they are sent to customers or uploaded into invoicing websites on time. • Process credit memos and work with internal customers such as the Accounts Payables, Orders Team, the Revenue Team and the Account Managers and sometimes the Salesforce team to ensure fast resolutions to customer disputes. • Update customer details in Salesforce as needed. • Attend team meetings, coaching and assist in training new hires. Perform daily tasks and close cases within the required SLA while working remotely. Teresita L. Jalandoni Provincial Hospital, Neg. Occ., Philippines Sept. 2016 - Jul 2017 Medical Billing Clerk • Generate statement of accounts for both Out-patients and in-patients. Identify and assign ICD 10 Codes and or RVS Codes correctly base on the final diagnosis provided by the physician. • Verify patients’ insurance eligibility and ensure all required forms are filled out properly for coverage and compensation. Guide indigent patients on how to avail medical assistance when required. • Render overtime work and volunteer during gap periods to ensure shifts are covered and all discharged patients for the day have been issued their bills. Teresita L. Jalandoni Provincial Hospital, Negros Occidental, Philippines Apr 2015 – Sept. 2016 Administrative Assistant – Philhealth Claims Section • Sort and file Patients’ charts and photocopy documents required to be attached to Philhealth Claims. • Assist Medical Social Worker Department in generating PSDs (Payment Slip Details) of Hospital Sponsored Members enrolled in Philhealth. Ensure all Philhealth Member Registration Forms (PMRF) are duly accomplished when attached to the PSDs before they are sent to the Philhealth office for payment. • Process Philhealth claims submitted by re-admitted patients. Teresita L. Jalandoni Provincial Hospital, Neg. Occ., Philippines July 2014 - Apr 2015 Admitting Clerk • Gather patient records by conducting an interview and ensure Patents’ FaceSheets are duly filled out. Provide patients with admission kit and ensure patients watchers understand the Hospital policies and processes. • Encode and update patients’ file with additional details and final diagnoses. • Perform other duties as requested. Teleperformance, Negros Occidental, Philippines Feb 2013 - Jul 2014 Technical Support Representative (Time Warner Cable, National Help Desk (NHD)) • Provide excellent service by answering incoming calls, resolve technical issues, billing inquiry and disputes and provide customer details on their sales inquiries. • Guide customer through the installation and connection of their wireless devices such as laptops, mobile phones, gaming devices, etc. • Identify opportunities to upsell existing customers and acquire new customers. • Escalate complex problems to the appropriate department. Convergys, Negros Occidental, Philippines July 2012 - Jan 2013 Customer Service Associate (Time Warner Cable) • Provide quality customer service, problem resolution, technical troubleshooting and redirect calls to the appropriate department when necessary. • Research the Knowledge Base articles on latest troubleshooting steps, latest trends in the company and updates on products and services. • Document customer reason of calls and resolutions and use ICOMS for order entry, upgrade of services and schedule technician for trouble calls or installation. • Offer alternative solutions when appropriate to retain customers calling in to cancel the services. TeleTech Philippines, Negros Occidental, Philippines Feb 2011 - June 2012 Billing Advisor (Charter Communications) • Provide excellent customer service by resolving billing disputes and complaints in a professional and timely manner. • Perform daily task using ACSR system for order entry, queries regarding channel listings, pay-per-views and videos on demand, billing adjustments and service upgrades or downgrades. • Process payment and arrange payment extensions for delinquent accounts and educate customers on Promise to Pay policy. Provide customers with payment options and promotional rates base on eligibility. • Process refunds and service activation requests. Apply credit adjustments when necessary due to service interruptions caused by outages. • Utilize knowledge tools and self-help sites to keep updated with policies, procedures, products and services. • Collaborate with the Team Lead and team members to improve monthly score card such as First call Resolution, Average Handling Time, customer services and sales. Stream Global Services, Cebu, Philippines Sept 2009 - Dec 2010 Technical Support Associate 1 (Qwest Communications) • Handle inbound calls from existing customers and provide technical support including hardware and software issues in a timely manner. Provide solutions to problems and educate customers on how to perform basic troubleshooting to resolve most issues. • Diagnose and resolve basic network and modem configuration to maximize service functionality. Provide customers with status updates and ensuring the service has been restored. • Schedule a technician dispatch for on-site services calls and route calls to appropriate departments when necessary and escalate appropriate technical issues to Tier 2 technical support when needed. • Participate in quality calibration to improve customer satisfaction and job performance. Kuehne+Nagel, Inc, Cebu, Philippines May 2009 - Dec 2009 Customer Service Associate • Assist in handling the sea freight export and import. Arrange booking of cargoes to shipping lines, pick-up and delivery of containers. Ensure customers and overseas partners are updated with their shipment status and delivery of goods in a timely manner. • Facilitate booking of airfreight shipments, issue airway bills, pick-up and delivery of goods to the airport warehouse. • Create Bill of Lading for customs documentation, issue billing statements and follow up customer’s for payments. • Provide rate quotes per customer requests for both current and future shipments. Communicate with shipping lines to request for updated rates • Communicate with overseas partners and provide pre-alerts on shipments, provide shipment status and customs documentations. DHL Global Forwarding, Inc., Cebu, Philippines Aug 2007 - April 2009 Sales Support • Support the field Sales and Account Managers by preparing quotes, setup appointment with target customers and request competitive rates from the airlines and shipping lines. • Handle client inquiries and prepare rate quotations for the required service. Assist the Account Managers for their shipping requirements and communications. • Respond to local and overseas inquiries relative to customer requirements in a timely manner. • Handle Lexmark account and act as a main contract for all transactions with DHL Global. Monitor shipments and ensure that delivery of goods is done on time and are within the schedule set by the customer. Constantly communicate with overseas partners to ensure delivery of goods are • Service as a back-up to the Customer Service Assistants on regular function when required. Coordinate closely with the operations team to obtain shipping information to accomplish reports required by the customer. • Prepare shipping Instructions and Standard Operating Procedures for endorsement of transactions to the Operations team and the Customer Service. • Contribute to process improvement and effective problem resolutions during weekly meetings. Aspac International, Inc., Cebu, Philippines Dec. 2005 - Aug 2007 Sales Assistant • Greet and assist walk-in customers to discuss services and provide competitive shipping rates. • Coordinate with different departments and monitor shipments to ensure timely pick up and delivery of goods. • Assist the Branch Manager with tasks such as email communication with overseas partners with regards to closing a sale. • Assist in orientation and training of the newly hired sales staff. Aboitiz Logistics, Inc., Cebu, Philippines Oct. 2004 - Dec 2005 Customer Care Specialist • Answer incoming calls in relation to billing, payment and coordinating of shipments of newly acquired customers. • Keep an updated record of competitive rates and assist the sales team with quotations and client/services knowledge. • Handle the air and see export shipments and provide customers and overseas partners with shipping status and customs documentations. • Maintain and oversee corporate accounts and ensure sales invoices are sent on time • Monitor routing orders and facilitate shipments for nominated accounts. Lear Automotive Services (PETC), Cebu, Philippines Nov. 2002 - Dec 2003 Data Analyst • Work with a team of Engineers to analyze, review, update and ensure that a correct report is forwarded to the operations. • Perform data entry manually or using a scanning technology when needed. Ensure wire harness information are correct base on raw data provided by the Engineers before they are sent to the operations. • Perform basic statistical analyses for projects and reports. • Extract data report from databases and generate routine and ad hoc reports as required. Airlift Asia Inc., Cebu, Philippines Nov. 2002 - Oct 2003 Sales Coordinator • Assist the Account Managers in preparing the quotes for both local clients and overseas partners. Keep record of updated competitive shipping and airline rates. • Monitor routing orders and prepare shipping instructions for customer service and operations. • Assist the customer service associates in communicating with clients and provide them their shipment status and details. • Generate monthly sales report, attend departmental meetings and keep records of the minutes of the meetings. Education Bachelor of Science in Computer Science June 1998 – March 2002 University of St. La Salle Bacolod City, Negros Occidental, Philippines Career Civil Service Eligibility Career Service Sub-Professional Exam passer October 2014 Career Service Professional Exam passer May 2015