J

Jelen Diesta

About

Detail

Calabarzon, Philippines
Contact Jelen regarding: 
work
Full-time jobs
Starting at USD5/hour
Flexible work
Starting at USD5/hour

Timeline

work
Job
school
Education

Résumé

Jobs verified_user 0% verified
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    Collections Advisor
    Tata Consultancy Service
    Jun 2024 - Current (2 years 1 month)
    • Manage end-to-end B2B collections process for assigned accounts, focusing on unallocated and misapplied payments. • Investigate and resolve payment discrepancies, ensuring correct application of funds to customer accounts. • Collaborate with AR, treasury, and sales teams to identify root causes of unallocated cash and develop solutions. • Engage directly with customers to obtain remittance details and resolve disputes in a professional and timely manner. • Reconcile customer accounts and maintain accurate aging reports, minimizing aged receivables. • Track and report key metrics related to unallocated cash, unapplied payments, and debt recovery performance. • Performed skip tracing activities to locate customers with outstanding ba
  • Tata Consultancy Services
    Team Lead
    Tata Consultancy Services
    Sep 2023 - Current (2 years 10 months)
    • Supervised the daily work of staff to ensure work prioritization and quality • Mentored and coached team members to ensure successful performance • Enforced company policies while providing guidance and support as needed, revealing sound judgement and decision- making ability • Handled escalated calls in a professional manner to ensure positive customer experience. • Conduct regular QA audits of customer interactions (calls, emails, cases) based on predefined criteria. • Evaluate agent performance on quality standards such as accuracy, tone, policy adherence, empathy, and resolution.
  • Tata Consultancy Services
    Subject Matter Expert
    Tata Consultancy Services
    May 2021 - Current (5 years 2 months)
    • Serve as a trusted expert on customer service processes, policies, tools, and escalations. • Support frontline agents and team leaders with complex inquiries, case escalations, and live troubleshooting. • Identify process gaps or friction points and recommend improvements to enhance customer experience. • Conduct regular QA audits of customer interactions (calls, emails, cases) based on predefined criteria. • Evaluate agent performance on quality standards such as accuracy, tone, policy adherence, empathy, and resolution. • Deliver constructive feedback and coaching to agents and support team leads in performance improvement plans. • Track quality metrics, generate QA reports, and identify trends for agent training or p
  • Tata Consultancy Services
    Customer Service Representative
    Tata Consultancy Services
    Feb 2020 - Current (6 years 5 months)
    • Handle inbound and outbound inquiries for new service activation, upgrades, and home move requests. • Guide customers through the sign-up process, including eligibility checks and plan recommendations. • Accurately enter customer data and ensure successful service setup and transfer. • Explain bills clearly, addressing any discrepancies or disputes with professionalism and empathy. • Investigate and resolve billing issues in a timely manner, escalating where necessary. • Ensure billing adjustments, credits, or rebills are processed according to company policy. • Perform soft collections for overdue accounts while maintaining a positive customer relationship. • Set up and manage payment arrangements and direct debit mandates, ensur
  • accenture
    Collections Associate
    accenture
    Sep 2017 - Jan 2020 (2 years 5 months)
    • Successfully negotiated payment plans and maintained compliance with federal/state regulations. • Managed client accounts with delinquent payments, utilizing effective communication and negotiation skills to collect overdue balances. • Monitored changes in state regulations related to collections activities, ensuring that business operations remain compliant at all times.
  • A
    Phone Banker
    ANZ Bank
    Feb 2017 - Aug 2017 (7 months)
    • Supported commercial banking customers across various product types including credit cards, loans, and overdrafts. • Identified cross-sell opportunities while resolving account and transaction inquiries. • Performed fraud detection tasks and ensured security protocols were upheld.
  • Concentrix
    Customer Service Representative
    Concentrix
    Jan 2016 - Jan 2017 (1 year 1 month)
    • Delivered customer support for telecom and financial service clients. • Built rapport and ensured high customer satisfaction through efficient problem resolution.
Education verified_user 0% verified
  • T
    Bachelor of Education
    Tomas Claudio Memorial College
    Jun 2010 - Jan 2014 (3 years 8 months)