CESARIA COMPANERO BALUCAY
Client Receivable Analyst
Puchong,Selangor
Overview
18
18
years of professional experience
Work History
Client Receivable Analyst (Credit and Collections)
Hewlett-Packard (M) Sdn Bhd.
Putrajaya, Putrajaya
5 2018 - Current
- Manage and collect payments from assigned A/R portfolio across multiple business segments
- Research and reconcile customer accounts, using several systems and tools
- Ensure timely payments of HPE receivables and resolution of customer issues preventing that payment, and when necessary, negotiates and implements payment solutions within HPE's policies and procedures in conjunction with Credit Analyst
- Develops and maintains strong working relationships with partners and customers to deliver the best Total Customer Experience
- Also mitigate HPE's bad debt, through early identification of potential 'at risk' receivables
- Understands and manage system strategies to maximize collections aging matrix and Days Sales Outstanding (DSO)
- Ensure compliance with company policy and legal requirements
- Execute daily collections strategies by effectively using collection tools, such as GetPaid, SAP S4 HANA, SideTrade
- Complete routine collection calls/emails to determine payment status of accounts
- Establish a sound business relationship with assigned customers
- Set follow up calls and send dunning letters/e-mails (as needed)
- Prioritize workload to meet performance objectives
- Manage workload with minimal supervision
- Manage a demanding assigned portfolio effectively
- Understand customer infrastructure, processes and identify appropriate contacts to successfully expedite customer internal processes, which might impact payment performance
- Highlight at-risk customers to Manager and/or Credit Analyst
- Perform in position with understanding of company/department policies, procedures, and compliance rules (BU guidelines, AFM, SOX)
- Liaise with Controllership team to investigate any discrepancies in withholding tax certificates
- Liaise with messengers to ensure that all details are correct before they collect the withholding tax certificates
- Also, ensuring that correct details are being uploaded in the Tax SharePoint to avoid any confusion
- Escalate and engage at appropriate level (Sales, Credit, Operations and/or Management) to have resolution within agreed business turn-around-times
- Identify & report customer disputes in timely manner
- Communicate customer issues effectively via defined processes to internal partners (i.e., Order Management, Tax, A/R, Finance and Sales organization)
- Identify root cause of delinquency and recommend or implement workable solution
- Identify bad debt or disputed receivables to be written off during the month and prepare business case to be presented to Manager and DRA (Default and Recovery Analyst) for further processing
- Process refunds to customers per policy
- Minimize rework and improve customer's payment trend relative to payment terms
- Finding opportunities to accelerate cash and execute on agreed cash flow target
- Lead Internal Partner Escalation cadence call within BU (Sales), BU Finance and other internal stakeholders.
Acquisition Executive
HSBC Bank (Singapore) Ltd.
08.2013 - 02.2018
- Promoted bank facilities such as credit cards, personal loans and funds transfer at various bank branches and road show locations
- Educating, identifying and providing the most suitable product to meet customer's needs
- Provide good customer service before and after sales and maintain good relationship with customer
- Ensure compliance with Group Policy and Standards, local laws and regulations, and controls and procedures of the bank
- Efficiency in handling proper documentation and ensuring operational transactions are executed expeditiously
- Attending training for bank updates (PDPA, FCCR, FATCA etc.)
- Ensure all customer applications are in order prior to submission for approval
- Ensure work conforms to the compliance guidelines set out
- Equip knowledge in data protection and financial data security
- Assist in the fulfillment process and other admin duties.
Retail Executive (Assistant Branch Manager)
Jaygee Melwani Pte. Ltd. - Levi Strauss Singapore
06.2011 - 06.2013
- Ensure daily transactions are being monitored and executed properly with documentation
- Achieve assigned sales target monthly thru up-selling
- Monitor shop service level and ensure customers was served in the given monthly qualitative measurement of KPI
- Merchandise apparels and accessories to diverse customer base
- Assist customer with product selection and queries
- Investigate and resolve customer complaints
- Attend product and sales training seminars
- Monitor stock run rate and control inventory
- Perform daily sales and transaction
- Handle administrative duties like filing weekly and or monthly sales reports as well as updating database information of VIP members
- Computer/POS scanning use
- Supervise staff and monitor each individual performance
- Coach and train new staff in the shop.
Senior Customer Service Professional
Sitel Philippines Corporation
11.2007 - 04.2011
- Account: Digital River (04 December 2009 - 28 April 2011)
- Provide First Call Resolution via phone and email for customers from United States and Europe
- Provide technical assistance for customers in downloading software issues (Microsoft products)
- Resolve complaints and escalate it to the proper department
- Perform order processing, receives and process order through SAP system
- Inform customer about ETA of the goods they purchased online and expedite issues to a faster shipment
- Provide detailed information on services and products to customers before placing their order online
- Respond to email correspondence about their queries
- Achieve key performance indicators in all areas of consistency
- Account: Capital One Credit Card US (05 November 2007 - 03 December 2009)
- Handle inbound calls from US based customers
- Help customer to activate their Capital One credit card online
- Upsell additional security products to customers after activation of their credit cards
- Process billing disputes for customers as well as providing fast resolutions to avoid complaints
- Assist customer in processing balance transfer in their other account
- Process admin duties
- Ensure that all Key Performance Indicator is above expectation
- Accurately updates customers records with information
- Arranging call backs
- Used SAP system for processing all customers' requests
- Ensure that the customer will always get the best service
- Comply with bank's rules and policies
- Customer data safe keeping.
Customer Service Representative
PLDT/Infocom Technologies Inc.
09.2006 - 09.2007
- Provide First Call Resolution mainly from Metro Manila and other provinces of the Philippines
- Provide technical support to customers regarding their telephone line issues
- Give accurate information to customer queries (NDD & IDD)
- Maintain customer data base
- Research and resolve service product and billing issues
- Produce weekly call report for management
- Expedite priority issues.
Education
Bachelor of Science in Computer Engineering -
University of Saint Louis
Tuguegarao City, Philippines 03.2006 - 03.2006
Skills
MS Office programs (MS Word, MS Excel, MS PowerPoint)
Languages
English
Proficient
C2
Tagalog
Proficient
C2
Timeline
Acquisition Executive
HSBC Bank (Singapore) Ltd.
08.2013 - 02.2018
Retail Executive (Assistant Branch Manager)
Jaygee Melwani Pte. Ltd. - Levi Strauss Singapore
06.2011 - 06.2013
Senior Customer Service Professional
Sitel Philippines Corporation
11.2007 - 04.2011
Customer Service Representative
PLDT/Infocom Technologies Inc.
09.2006 - 09.2007
Bachelor of Science in Computer Engineering -
University of Saint Louis
03.2006 - 03.2006
Client Receivable Analyst (Credit and Collections)
Hewlett-Packard (M) Sdn Bhd.
5 2018 - Current
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