Marjorie Anne Ocampo

• Devised and implemented processes and procedures to streamline operations.
• Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
• Mentored junior staff members, helping them develop their skills and advance in their careers.
• Established effective relationships with key stakeholders both internally and externally for increased collaboration opportunities.

• Maintain accurate client records

• Accurate account management for DoHS billing, adjustments, in accordance with the Aged Care legislation, including account reconciliations and resolution of discrepancies.

• Process data entry required for production of client invoices and statements, maintain internal controls appropriate to ensure effective invoice creation and identify irregularities in data, investigate and bring to the attention of the Team Lead.

• Reconcile and update DAC drawdowns as per DoHS letters.

• Process hardship approvals from DoHS.

• Preparing and processing journals for residential billing and adjustments

• Action email enquiries, answer and assign wrap codes to phone enquiries and perform administrative functions such as filing, scanning, and other organisational requirements.

• Liaising with various stakeholders both internal and external.

• Assist with month end processing and reporting as required.

• Maintained strong customer relationships through respectful communication and effective problem-solving techniques.
• Participated in regular team meetings to discuss progress toward goals, share best practices, and address any challenges faced within the department.
• Maintained accurate records of all collections activities, ensuring proper documentation for auditing purposes.
• Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
• RESPONSIBLE IN MANAGING ACCOUNTS WITHIN ASSIGNED DEBTOR PORTFOLIO TO ENSURE OUTSTANDING DEBTS ARE PRIORITISED EFFECTIVELY TO REDUCE ARREARS, MAXIMISE CASH COLLECTION AND REDUCE BAD DEBT IN LINE WITH STRATEGIC OUTCOMES.
• ENSURE APPROPRIATE IDENTITY VERIFICATION AND UNDERSTANDING OF EPOA (ENDURING POWER OF ATTORNEY) STATUS.
• CASE MANAGE SPECIALISED DEBTOR PORTFOLIOS (E.G. DECEASED ESTATES, LEGAL ACTION, ETC.) AND MANAGE COMPLEX QUERIES AS REQUIRED IN LINE WITH COMPANY POLICIES AND RELEVANT LEGISLATION.
• ASSESS CUSTOMER CREDIT RELATED ISSUES INCLUDING FINANCIAL ASSISTANCE APPLICATIONS AND FLAG CUSTOMERS EXPERIENCING HARDSHIP TO ENSURE APPROPRIATE ACTIONS ARE PUT IN PLACE WITH THE RELEVANT STAKEHOLDERS TO MITIGATE DOUBTFUL DEBTS.
• COMPLETE COMPLEX RECONCILIATIONS TO ENSURE ACCURATE CUSTOMER RECORDS AND FINANCIAL REPORTING
• PROVIDE PAYMENT ARRANGEMENTS
• MISSING PAYMENTS
• CUSTOMER ACCOUNT QUERIES (UPDATES, BILL QUERIES)
• RECONCILE PAYMENTS
• TAKING PAYMENTS
• PROCESSING REFUNDS
• CENTREPAY- SET UPS,VARIATIONS,CANCELLATIONS
• DIRECT DEBIT-SET UPS,AMENDMENTS, CANCELLATIONS QUERIES
• CHARGE DISPUTES (CHECKING FOR PREVIOUS CBAR, ESCALATING OR RAISING)

• Mitigated potential losses by promptly identifying high-risk accounts requiring escalated collection actions or legal proceedings involvement if necessary.
• Quantified debtor balances to avoid late payments and bad credit.
• Fostered a positive working relationship with other departments within the company, assisting in credit evaluation processes, risk assessments, and overall financial strategy development.
• Used probing techniques to determine debtors' reasons for delinquency.
• Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
• Achieved performance goals on consistent basis.
• Developed customized reports for management, tracking key performance indicators related to collections efforts and results obtained.
• Processed debtor payments and updated accounts to reflect new balance.
• Increased efficiency in resolving disputes by conducting thorough investigations into customer claims, ultimately resulting in prompt resolutions.
• Entered client details and notes into system for interdepartmental access and review.
• Analyzed customer financial records to determine appropriate payment plan.
• Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
• Assisted in implementing procedures and policies to facilitate timely payments.
• Setting up payment arrangements.
• Collecting Arrears

• Documented residents' mental status, sleep, and eating patterns in medical record books.
• Assisted clients with meal planning and preparation, taking into consideration dietary restrictions and preferences for optimal nutrition.
• Managed household chores efficiently, enabling clients to enjoy a clean living space without added stress or physical strain.
• Helped clients maintain optimal health by overseeing medication administration and doctor's appointments.
• Maintained current knowledge of best practices in personal care through ongoing professional development opportunities.
• Laundered items, changed sheets and made bed to keep patients' bedroom clean.
• Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
• Assisted with transferring and positioning clients, ensuring proper body mechanics to reduce the risk of injury for both parties.
• Supported clients'' mental health by actively listening to concerns and offering compassionate companionship during challenging times.
• Turned and positioned bedbound patients to prevent bedsores and maintain comfort levels.
• Empowered clients by providing education on self-care strategies and encouraging them to take an active role in their own health management.
• Planned activities to encourage movement, stretching, and strength building.
• Built and maintained rapport with clients and family members to facilitate trusting caregiver relationship.
• Engaged patients in meaningful conversation, socialization, and activity while providing personal care assistance.
• Recognized and reported abnormalities or changes in patients' health status to case manager.
• Improved client comfort by providing exceptional personal care and maintaining a clean, safe environment.
• Supported daily hygiene needs of patients by assisting with bathing, dressing, dental care and personal grooming.

• Reduced workplace accidents through strict adherence to safety protocols during the use of knives, saws, and other equipment.
• Collaborated with colleagues to develop and implement process improvements that led to increased output without compromising quality.
• Maximized customer satisfaction through prompt attention to special requests or concerns regarding meat products on display or in orders placed.
• Upheld high standards of sanitation by diligently cleaning tools, equipment, and surfaces throughout each shift.
• Maintained strict compliance with food safety regulations during all aspects of meat handling, cutting, and packaging processes.
• Sanitized surfaces to maintain cleanliness of food service area.
• Streamlined packaging process with meticulous attention to detail in weighing, labeling, and sealing packages.
• Analyzed meat temperatures for safety and quality and monitored heat conditions for stability.
• Ensured meat quality by properly storing and rotating products according to established guidelines.
• Enhanced production efficiency by consistently maintaining a clean and organized work area.
• Bolstered company reputation with consistent delivery of high-quality meat products that adhered to internal standards as well as industry regulations.
• Supported team members in their tasks when needed, fostering a collaborative work environment that prioritized efficient operations.

• Followed-through on all critical inter-departmental escalations to increase customer retention rates.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Reduced process inconsistencies and effectively trained team members on best practices and protocols.
• Participated in team meetings and training sessions to stay informed about product updates and changes.
• Clarified customer issues and determined root cause of problems to resolve product or service complaints.
• Provided primary customer support to internal and external customers.
• Enhanced productivity levels by anticipating needs and delivering outstanding support.
• Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
• Streamlined call center processes for improved efficiency and reduced wait times.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
• Developed and updated databases to handle customer data.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
• Collaborated with team members to develop best practices for consistent customer service delivery.
• Assisted customers in navigating company website and placing online orders, improving overall user experience.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Exceeded performance metrics consistently, earning recognition as a top performer within the team.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

• Followed-through on all critical inter-departmental escalations to increase customer retention rates.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Reduced process inconsistencies and effectively trained team members on best practices and protocols.
• Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
• Clarified customer issues and determined root cause of problems to resolve product or service complaints.
• Resolved associate, tool and service delivery issues revealed by statistical reports.
• Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Educated customers about billing, payment processing and support policies and procedures.
• Handled customer inquiries and suggestions courteously and professionally.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.