Erika Gloria A. Profile

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$15 USD /timme

marikina city,

philippines

$15 USD /timme

Datum, tid och plats: 3:38 fm

Gick med mars 13, 2018

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Erika Gloria A.

@eferidoaviso

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(0 omdömen)

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$15 USD /timme

marikina city,

philippines

$15 USD /timme

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Återanställningsgrad

Collections Team Leader, Tech Support, Trainer

I have a total of 12 years solid Customer Service, Technical, Billing, Training and Collections experience. To be specific I have a 5-year experience as a Product Trainer and 5-year experience as a Collections Team Leader in an International Bank managing the operations and staff on a daily basis handling both credit cards and loans portfolio from Early stage to Late Stage until we outsourced the account. I am also the head of the Process Improvement team or the Automation team in our department which looks into several ideas to streamline the processes to eliminate waste and convert into dollar savings. I can do Data Entry, Research work, Social Media Management, Virtual Assistant, Order Processing and Marketing Management.

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Erfarenhet

ANZ Bank

apr. 2002 - feb. 2018 (15 år, 10 månader)

I'm managing the bank operations managing 14 officers which includes - Tracking of the attendance and Planning of the diverted activities depending on the capacity of the team, this includes running of the Refresher sessions, 1:1 and SBS with the team. Managing the performance and behaviour of the staff. Providing coaching and feedback session to the team and handling escalation calls and callbacks , Identifying volume trends and data analysis relating it to the operational results.

Transcom Asia

aug. 2008 - feb. 2012 (3 år, 6 månader)

1. Develop training needs for improvement of the agents. 2. Facilitate classroom presentation and assessments for new trainees.3. Improving training aids, including preparation of training presentations, hand – outs and multimedia visual aids like power point presentation 4. Doing Up-Skill and Cross-Skill Training for the tenured agents. 5. Creating of the Training Agenda tailor-fitting it with the campaign or process to be rolled out. 6. Monitoring of Calls and coaching the agents.

Transcom Asia

mars 2007 - juli 2008 (1 år, 4 månader)

Part of the Pioneer batch when Comcast was launched here in the Philippines helping out customers who needs technical assistance about their cable boxes and television. This also includes billing and collections support.

Utbildning

BBA - Marketing

Polytechnic University of the Philippines,

Philippines

2002 - 2006

(4 år)

Kvalifikationer

2018

Active Operations Management - AOM/ ATOM Team Leader Development Program Coaching for Performance People Management Agile Training Lean Methodology and Productivity A3 Creation/ Business Requirement Document Proposal Recruitment for Success Design Thinking Basic Microsoft Access Training