Janice Ponce
Spring Mountain,QLD
Summary
A customer focused & business minded professional skilled at handling complex situations. Reliable, Accurate and works with High Attention to Details.
Capable Office Administrator with outstanding knowledge of effective office coordination with commitment to effective collaboration.
A problem solver and resilient with managing challenging situations. Quality and customer service oriented with passion for people and improving business processes.
Overview
18
18
years of professional experience
Work History
Banking & Credit Officer
Fisher & Paykel
04.2023 - 08.2023
- Managed Commercial Account Portfolio- Reconciled daily AR ledger and verified proper posting.
- Posted customer payments by recording cash, checks, and credit card transactions.
- Completed daily process adjustments to maintain accuracy.
- Performed detailed account reconciliations by preparing complete and easy-to-follow work papers explaining issues, procedures and conclusions.
- Analyzed applicants' financial status and credit and property evaluations to determine order feasibility.
- Reduced past due balances and bad debt by coordinating collection efforts with customer service, sales and billing departments.
- Contacted clients about verifying account information and updated services, answered questions and resolved concerns to uphold exceptional customer service standards and promote brand loyalty.
- Optimized credit approval and collection processes, improving operational efficiencies by over 95%.
Outbound Customer Care Consultant
Fisher & Paykel Appliance
04.2021 - 04.2023
- Delivering world class exceptional customer service to Fisher & Paykel Appliance customer through outbound call channel to support customers with everything from troubleshooting, to scheduling a technician and providing product information
- Handles with supreme accountability and confidentiality customers escalations and changeovers with the goal to maintain highest customer satisfaction and retention
- Well versed with using Salesforce, Microsoft Office and other F&P systems, exposure to JDE.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Navigated multiple computer systems and applications to find information.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Assisted call-in customers with questions and orders.
Office Administrator
Phil Glass & Aluminium NZ Limited
09.2019 - 03.2021
- Served as dedicated office administrator an all-rounder from order to cash management
- Provided a strategic administrative and development support
- Generated business leads, answered calls and scheduled appointments
- Ran monthly debtor & creditor maintenance
- Ownership of collections including full follow up process for all customers
- Maintained customers and stakeholder relationships
- Ensured accurate processing of client accounts
- Interacted with customers by phone, email, or in-person to provide information.
- Applied advanced administrative and analytical skills in overseeing day-to-day operational activities.
- Assisted in preparation and processing of payroll to facilitate prompt staff payments.
- Established team priorities, maintained schedules and monitored performance.
- Facilitated office productivity, coordinating personnel schedules, quality assurance and procedural improvements.
Quality Assurance Analyst (Remote Role)
ByteSuccess Marketing/ Transparent BPO Contact Center
02.2017 - 08.2019
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
- Mentored and coached team members on QA topics and strategies.
- Developed reports and materials for key stakeholders related to quality goals, progress and challenges.
- Assisted teammates in developing skills necessary to grasp application concepts and tool suite.
- Reported progress, test metrics and results to project stakeholders.
- Created successful test scripts to manage automated feature testing,
Credit Operations & Financial Shared Services Service Quality Coach
Ingram Micro - Global Business Services
09.2013 - 09.2016
- Supported USA, Canada, Australia & New Zealand Business Operations.
- Worked closely with Performance Readiness Training Team, Business Process Improvement Team, Operations and the site team leaders to monitor set Service Quality performance standards and is responsible for recommendations to correct broken process, improve the customer/vendor experience, reduce process time, etc.
- Performed Process analysis for delivering on Business Benefits.
- Optimizing existing business and implementing tangible business improvement benefits and realization & tracking thereof.
- Monitoring of SLA's, projects, process improvements and miscellaneous other items.
- Supporting Program/Project Managers in implementing elements of the company changes.
Lead Sales Verifier - Quality Assurance
Global Contact Services International
06.2007 - 03.2013
- Responsible for managing the quality sales verification day to day operations
- Develop and maintain quality audit processes
- Review, confirm and report compliance with procedure requirements
- Ensure standards are met by creating analyses, scorecards, and by sharing the audit results on a defined frequency
- Creates error trend analysis, scorecards and propose immediate action plans to operations
- Leads and performs quality inspection, documents findings by following required audit processes and procedures, provides trend analysis, and participates in audit calibration processes where required
- Acts as point of contact for updates on policies and procedures
- Retain skills in functional area of expertise through frequent 'on the role' experiences and ongoing education, training and certification
- Takes the lead in Risk and Compliance audits and other third-party audits as necessary.
Sales Verifier - Quality Assurance
Global Contact Services International
06.2005 - 05.2007
- Monitors and evaluates the quality of the verification part of the call done by the agent following the verification process standardize by the department
- Enters/encodes specific data needed
- Follows proper standard procedures/guidelines set by the department
- Produces excel report for sales disposition tracking purposes
- Provides specific action - both positive and corrective disposition of the sale
- Conducts verification talk to Operations Teams for coaching/clarification purposes
- Calls customer to confirm information and to finalize sale.
- Gathered and reviewed current data to determine areas in need of improvement.
- Identified issues of non-compliance and elevated reports to senior personnel.
- Completed timely quality reports highlighting deficiencies and recommending corrective actions.
- Educated and oriented employees to improve compliance with quality control protocols.
Education
Bachelor of Science - Business Management
Xavier University - Ateneo De Cagayan
Philippines05.2013
Skills
- Analytical and Critical Thinking
- Relationship Building
- Interpersonal Communication
- Recordkeeping
- Social Perceptiveness
- High Attention to Details
- Project Management and Planning
- Marketing, Sales & Customer Relations
- Strong Business Acumen & Great Interpersonal Skills
- Customer Relations, Friendly, Positive Attitude
- Computer Skills - MS Office
- Accounting Softwares Skills - Xero, JD Edwards, Salesforces
- Remote Office Availability
References
Christine Quinn, 0419 729 140, 0404 317 963, Customer Resolution Manager, Fisher & Paykel Appliance - Lytton Queensland Australia
Training
Six Sigma Yellow Belt Training, Ingram Micro Shared Services - September 2013 Quality Tools, Productivity and Analysis Reporting - 2014 Operational Excellence Training - Ingram Micro Shared Services - 2014 The Language of Leadership Training - Ingram Micro Shared Services - 2015 Problem Solving and Decision Making Training - Ingram Micro Shared Services - 2016
Timeline
Banking & Credit Officer
Fisher & Paykel
04.2023 - 08.2023
Outbound Customer Care Consultant
Fisher & Paykel Appliance
04.2021 - 04.2023
Office Administrator
Phil Glass & Aluminium NZ Limited
09.2019 - 03.2021
Quality Assurance Analyst (Remote Role)
ByteSuccess Marketing/ Transparent BPO Contact Center
02.2017 - 08.2019
Credit Operations & Financial Shared Services Service Quality Coach
Ingram Micro - Global Business Services
09.2013 - 09.2016
Lead Sales Verifier - Quality Assurance
Global Contact Services International
06.2007 - 03.2013
Sales Verifier - Quality Assurance
Global Contact Services International
06.2005 - 05.2007
Bachelor of Science - Business Management
Xavier University - Ateneo De Cagayan
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