Jennifer Anne

• Improved business direction by prioritizing customers and implementing changes based on collected feedback.
• Analyzed key aspects of business to evaluate factors driving results and summarized into presentations.
• Assessed business requirements to forecast annual budgetary operational costs.
• Collaborated with stakeholders to define project objectives and criteria.
• Performed gap analysis to identify areas of improvement.
• Generated ad-hoc reports to evaluate specific business requirements.
• Analyzed data to identify root causes of problems and recommend corrective actions.
• Collaborated with stakeholders to identify business needs and data sources.

• Collaborated with cross-functional teams for smooth running of customer service operations.
• Built strong relationships with field operations team to support business development opportunities and improve service.
• Cross-trained and backed up other customer service managers.
• Trained new personnel regarding company operations, policies and services.
• Educated customers about billing, payment processing and support policies and procedures.
• Cross-trained and provided backup support for organizational leadership.
• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.

• Every job is done manually using the, Excel spreadsheet
• Data is transferred by separating the data accordingly to all subsidiaries in accordance to the sales executives
• Each Operations executive has a number of sales executive under he/she
• These sales executive's account will be under our watchful so as not to fall under bad debt, whereby customers are often CTOS
• Calling customers and handling their queries, such as payment and also billing issues
• All information on each customer are as of up to date with the current status as audit will be done by credit control manager and CEO
• KPI's are based on the total percentage of outstanding for each sales executive in the team
• Achievements: - ERP, CN & DN knowledge & billing problem solving - July 2010 Top Collector with KPI of 92%

• Consulted with businesses to supply accurate product and service information.
• Quoted prices, credit terms and other bid specifications.
• Stayed current on company offerings and industry trends.
• Kept detailed records of daily activities through online customer database.
• Presented professional image consistent with company's brand values.

• Industry Banking / Financial Services Specialization Customer Service Role Customer Service - General Position Level Fresh / Entry, Obtained relevant experiences on how to use the system efficiently in maintaining customers housing loan or credit card accounts and also attending to customers queries in regarding their payments and maintaining their account
• Learn valuable experiences on how to tackle certain problems especially on difficult customers who delay their payments
• Obtained valuable experiences on how to be an efficient worker as there would be daily progress and achievement evaluation.
• Worked in call center environment handling manual and automatically dialed outbound calls.
• Regularly monitored accounts to identify overdue balances and potential areas of risk.
• Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
• Collected on delinquent accounts to reduce overdue balances.
• Negotiated payment plans with customers to prevent accounts from entering collections.
• Identified and contacted customers with overdue accounts to address payment status.
• Collaborated with other departments to verify customer compliance with payment plans.

• Information Technolog Industry Government / Defence Specialization IT/Computer - Software Role
• Performed code refactoring and optimization to improve performance.
• Created databases, data entry systems, web forms and other applications for diverse uses.
• Analyzed, reviewed and revised programs to increase operating efficiency.
• Developed in-house applications designed for company needs.

GPA: 3.07 / 4.0