Open to opportunities

Shan Caguiat

@shancaguiat

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Dedicated professional with 7 years in customer service and management.

Philippines

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What I'm looking for

I am looking for a challenging position that allows me to utilize my skills, gain further knowledge, and contribute to a dynamic organization's success.

I am a dedicated and results-driven professional with over 7 years of experience in customer service, business process management, and virtual assistance. My expertise lies in handling financial accounts, resolving disputes, and providing exceptional client support. Throughout my career, I have consistently demonstrated my ability to manage customer bank disputes and complaints effectively, ensuring client satisfaction and loyalty.

In my previous roles, I have successfully contributed to various teams, including my time as a Business Process Associate at Manulife Data Services, where I supported the Global Shared Services department in clearing backlogs related to insurance and investments. My most recent position as a Collections Virtual Assistant has allowed me to enhance my communication skills while managing tenant accounts and preparing detailed reports. I am passionate about leveraging my skills to contribute to the success of a dynamic organization.

Experience

Work history, roles, and key accomplishments

Collections Virtual Assistant

Scale Virtually - Riparian Management

Jan 2023 - Present (2 years 5 months)

Communicate with delinquent tenants regarding their outstanding payments through email, text, and voicemail. Update residents' accounts on a weekly basis, ensuring accurate and up-to-date information (handling 250 accounts monthly). Prepare and send daily, weekly, and monthly reports, including tenant unpaid charges, revenue collection status, payment plan tracker, eviction notices, holdover repor

Collections Account Management Reporting Communication Calendar Management

Webcast Producer / Lead Operator

Streamlined Communication

Apr 2022 - Present (3 years 2 months)

Worked on an on-call basis, serving as a bell operator to transfer calls to the correct event. As a webcast producer, collaborated with clients to create events on platforms such as Zoom, ensuring smooth operation before the event. Acted as the lead operator or webinar operator, following client- provided scripts for event introductions and conclusions, ensuring seamless event execution.

Event Coordination Audio Editing Video Editing

Transcriptionist/Junior Editor

HBC

Nov 2021 - Present (3 years 7 months)

Transcribed audio files with 95-100% accuracy, adhering to provided editing guidelines and meeting client deadlines. Provided daily summary reports of transcribed audio files.

Transcription Editing Reporting

Payment Specialist

VRIO-FINTECH

Nov 2021 - Present (3 years 7 months)

Processed client payments in real-time, ensuring accuracy and timeliness. Conducted data entry of received payments. Managed and maintained payment-related data.

Payment Processing Data Entry Data Management

Business Process Associate

Manulife Data Services Inc.

Jul 2018 - Present (6 years 11 months)

Served on a project-based team for one year, handling financial promotional data for clients. Supported various teams within the Global Shared Services department, assisting in clearing backlogs primarily related to insurance and investments. Worked in the DMS Indexing and RPO team, responsible for locating client addresses across different business areas and work types.

Business Process Management Data Management Insurance Investment

Customer Service Representative

Concentrix

Jul 2016 - Present (8 years 11 months)

Managed a financial account, handling customer bank disputes, complaints, and fraud investigations. Investigated and processed refunds from customer disputes. Received specialized training in collections account management.

Customer Service Dispute Resolution Fraud Investigation Collections Management Accounts Management