Maricel Flores
Valenzuela
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level position. Ready to help team achieve company goals.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Team Performance Manager
Credit Corp Group
07.2020 - Current
- Responsible for the management, coaching and development of SCRAs/CRAs in a team in order to meet and exceed monthly and mid-monthly performance targets.
- Create a good working environment within the team, where every member feels engaged, motivated and has the best possible opportunity to succeed.
- Led teams to drive results and meet KPI's and KPO's goals
- Lead, motivate and develop team members’ skills.
- Possess an understanding of the collections process including skip tracing, negotiations and conflict resolution.
Senior Customer Relationship Associate
Credit Corp Group
07.2018 - 06.2020
- Responsible for assisting a Team Leader by providing technical expertise and coaching support to achieve personal and team targets.
- Role model by my team members promoting the mission, vision and values of CCG,
- Have a proven commitment of behaving professionally.
Customer Relations Associate
Credit Corp Group
02.2012 - 07.2018
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Responsible for handling debt collections in Australian and New Zealand Customers
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Handled customer issues and determined root cause of problems to resolve customer concerns
Customer Service Representative
GENESIS ENERGY, owned Energy Company
03.2010 - 08.2011
- Answer and process inbound calls from potential and existing
- Residential Customer with the queries under the first call resolution approach
- Provide excellent customer service at all times
- Respond to Residential Customer queries in a professional, timely and customer driven manner
- Process all actions accurately and promptly, recording all information appropriately
- Accurately process the query or complaint in an efficient and effective manner
- Follow the Genesis Energy guidelines when responding to calls
- Take the initiative to find solution for the Customer and where possible take responsibility for dealing with the query from start to finish
- Build knowledge of core business information and apply this knowledge for the benefit of the Customer
- Maximize customer satisfaction and retention
- Follow the complaint process when necessary
- Advise Senior CSR/Team Leader of any ongoing problems with customer accounts
- Record required information accurately and efficiently
- Maintain the online audit trail for each customer
- Ensure the integrity of all customer related information
- Be flexible and respond to the needs of Customer Services as a whole
- Undertake other projects as required by the Team Leader Residential
- Administration
- Comply with all legislative, health and safety in the workplace and company requirements.
111 Emergency Call Centre Operator
Sitel/Telecom
02.2009 - 02.2010
- Received incoming calls for 111 Emergency Service
- Transferred the calls to Emergency Service
- Copy and record the call on the system
- Take as much information heard from the caller and gave it to Emergency service.
Finance Support
2008 ORCHID CYBERTECH SERVICES INC. - OCSI
05.2007 - 05.2008
- Work closely with computerized systems and follow up on customer’s Billing and unpaid charges
- Resolve our customers’ queries and concerns by providing real time
- Support accurately for Internet customers in Australia through phone and email.
- Prepare Debt Collections Report
- Promotes the goods and services.
- Able to carry out various work flow procedures such as Process Payments, Complaint escalation, Debt collection, registrations and Renewals.
Call Centre Agent
Teleperformance Philippines, Inc.
10.2005 - 05.2007
- Met established attendance expectations and team revenue goals to achieve company objectives.
- Educated customers on offerings and upsold products and services to increase revenue.
- Answers customer billing, accounts, technical, Internet and email
- Resolved Inquiries about goods and services, and promotes the goods and Services.
Education
Diploma - Business Level
Christchurch International College
2009
Bachelor of Science - Commerce, Management
Laguna College of Business and Arts
1999
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St. Thomas Academy
1995
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Primary School
San Bartolome Sto
1991
Skills
- Proven track record of achievements against KPIs
- Good problem solving skills and logical reasoning
- Excellent communications skills
- High level of personal accountability and positive attitude
- Strong compliance, attendance and punctuality record
- Interpersonal Savvy
- Peer Relationships
- Customer Focus
- Action Oriented
- Business Acumen
- Problem Solving
- Learning on the Fly
Certification
- New Zealand Qualification (NZQA) Level 6 Diploma in Business
- Academic Excellence Award - Christchurch International College
Timeline
Team Performance Manager
Credit Corp Group
07.2020 - Current
Senior Customer Relationship Associate
Credit Corp Group
07.2018 - 06.2020
Customer Relations Associate
Credit Corp Group
02.2012 - 07.2018
Customer Service Representative
GENESIS ENERGY, owned Energy Company
03.2010 - 08.2011
111 Emergency Call Centre Operator
Sitel/Telecom
02.2009 - 02.2010
Finance Support
2008 ORCHID CYBERTECH SERVICES INC. - OCSI
05.2007 - 05.2008
Call Centre Agent
Teleperformance Philippines, Inc.
10.2005 - 05.2007
Diploma - Business Level
Christchurch International College
Bachelor of Science - Commerce, Management
Laguna College of Business and Arts
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St. Thomas Academy
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Primary School
San Bartolome Sto
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