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WORK EXPERIENCE JP MORGAN CHASE & CO. January [phone hidden] – Present Customer Account Specialist | Fraud Claims & Disputes (SPII) Managed fraud claims and disputes with accurate documentation and policy compliance, contributing to timely resolutions and maintaining 100% monthly quality scores while supporting readiness for Specialist II responsibilities. SKYKES ASIA May [phone hidden] – January [phone hidden] Customer Response Unit Assisted Guardian Dental members with dental insurance benefits, coverage, and claims inquiries, ensuring accurate information and efficient resolution. Achieved 100% quality scores while maintaining accurate records, insurance policy compliance, and confidentiality of member information. CONVERGYS CORP. February [phone hidden] – May [phone hidden] Customer Service Specialist | Technical Support Representative Resolved up to 100 customer inquiries daily involving CenturyLink internet connectivity, technical troubleshooting, and service disruptions. Delivered efficient technical support and accurate solutions while maintaining service quality and customer satisfaction. Consistently achieved 98%+ customer satisfaction through effective communication, active listening, and customer-focused problem-solving. Maintained 100% monthly quality and courtesy scores by adhering to service standards, compliance requirements, and established procedures. 724 CARE February [phone hidden] – February [phone hidden] Customer Service Specialist Conducted outbound calls to prospective clients for a U.S. insurance campaign, generating leads and scheduling appointments for insurance sales representatives. Qualified prospects, handled initial objections, and maintained accurate lead records to support appointment conversion and sales growth. QUALFON INC. July [phone hidden] – October [phone hidden] Sales Specialist | Insurance Appointment Setter Achieved a 90% customer retention rate with the TracFone account, a telecommunications provider, by providing personalized support, resolving issues efficiently, consistently meeting AHT goals while resolving issues through proactive communication and effective problem-solving, contributing to customer loyalty and revenue growth. SHOEMART CORP. October [phone hidden] – March [phone hidden] Sales Associate | Customer Service & Merchandising Assisted customers face-to-face with product recommendations and purchasing decisions, contributing to sales growth and customer satisfaction. Maintained organized product displays and stock availability, ensuring 100% adherence to store presentation standards.

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Results driven Analyst with strong experience in reconciliation, financial reporting, and data analysis. Skilled in SQL, Power BI, Tableau, and advanced Excel, with a proven ability to evaluate complex financial data, identify risks, and support credit decision making. Adept at ensuring compliance with financial policies, maintaining data integrity, and delivering timely insights to management. Recognized for accuracy, problem solving, and collaborative stakeholder engagement in fast paced financial environments.

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Hi! I am Andrea D. Madroñal, a 26-year-old communications professional based in Davao City, Philippines. I’m a versatile professional with a background in customer service, training and development, healthcare support, and media and communication. With nearly five years of experience in the BPO industry, I’ve developed strong skills in client communication, problem-solving, administrative support, process management, and team collaboration. My experience includes handling customer inquiries through email and chat, providing patient care support, managing medication orders and delivery concerns, and assisting with customer retention. I’ve also worked as a Training Specialist and Senior Training Specialist, where I developed training materials, facilitated onboarding sessions, created assessments, and helped improve employee performance and product knowledge. With a degree in Communication majoring in Journalism and Broadcasting, I also bring creative and technical skills in content creation, video editing, Canva design, and social media content. I’m organized, adaptable, detail-oriented, and comfortable working independently in a fast-paced environment. I’m eager to bring my combined experience in customer service, operations, communication, and creative work to a team that values reliability, initiative, and continuous improvement. I’m also a quick learner who enjoys taking on new challenges and finding practical ways to make everyday tasks more efficient.

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I am a Certified Public Accountant (CPA) in the Philippines with over 5 years of experience in accounting and auditing, specializing in bookkeeping, bank reconciliations, accounts payable and receivable, payroll processing, financial reporting, and month-end closing. I have hands-on experience using Xero, QuickBooks, and SAP, along with intensive Australian bookkeeping training through Sync2VA, covering GST, BAS, payroll, PAYG, and superannuation processes. I am detail-oriented, organized, analytical, and committed to maintaining accurate financial records and meeting deadlines. I am eager to contribute my accounting expertise, adaptability, and strong work ethic to support clients and help businesses achieve their financial goals in a remote work environment.

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I'm a finance professional with over a decade of experience across accounting, creditors control and supply chain finance operations and reporting. I most recently served as Manager – Supply Chain Finance Reporting at Addendum Financial Technologies, where I spent more than seven years producing reporting, analyzing balances, resolving variances and managing client specific operations. Before that, I worked as a Creditors Controller at Engen Petroleum, gaining hands-on experience in SAP ERP, including vendor reconciliations and the purchase-to-pay cycle.

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Detail-oriented and goal-driven Accounts Receivable Accountant with experience in billing, collections, cash flow monitoring, account reconciliation, general ledger accounting, and financial reporting. Skilled in QuickBooks Online, SAP FI, Xero, and Microsoft Excel. Experienced in resolving billing discrepancies, preparing accounts receivable aging reports, monitoring payments, maintaining accurate financial records, and supporting internal audits. Brings a strong background in real estate accounting, customer service, client communication, and team coordination. Committed to accuracy, accountability, and continuous improvement in accounting and financial operations.

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Customer-focused and detail-oriented professional with experience in customer service, front-counter operations, and supporting daily business activities. Strong communication, organization, problem-solving, and time-management skills, with the ability to handle enquiries professionally, prioritize tasks, and maintain a high standard of service. Adaptable, dependable, and eager to learn new tools and systems, with a commitment to efficiency, accuracy, and positive customer experiences. Seeking opportunities in customer support or virtual assistance where I can contribute to smooth daily operations, effective communication, and excellent client service.

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I am a customer-focused professional with experience in client service, administrative support, and risk/compliance operations. I have strong communication, problem-solving, and organizational skills, allowing me to efficiently manage customer inquiries, scheduling, data entry, and administrative tasks while maintaining accuracy and professionalism. I am comfortable working remotely, quickly learning new systems and tools, and supporting sales activities through customer engagement, lead follow-up, and relationship building. I am reliable, detail-oriented, and committed to delivering excellent customer experiences while helping organizations achieve their service and sales goals.

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My experience spans a diverse range of companies—from innovative start-ups to established multinational organizations. This has shaped a well-rounded and adaptable skill set, allowing me to consistently perform at a high level in any environment. I continuously enhance my capabilities through training, research, and hands-on practice, staying ahead of evolving customer service trends and technologies.

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Detail-oriented and analytical operations professional with a proven track record in high-volume FinTech workflows, identity verification (KYC), and strict SLA management. Recognized as a top-tier performer—earning back-to-back "Top 1 Agent" awards and a rapid 3-month promotion to Core Operations Specialist under executive leadership. Adept at managing complex client databases, data integrity, and cross-functional processes with 100% accuracy. Seeking remote virtual assistant, customer onboarding, and operational support roles to drive efficiency and deliver reliable results for global clients.

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TTEC leveraged my skills as a Customer Service Representative to address customer needs effectively, combining strong communication, account management, and troubleshooting expertise. My role at TTEC built upon previous experiences in technical support and financial account management at TaskUs and Afni, Inc., where I contributed to resolving complex customer issues and billing disputes.

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Responsible for ATM operations and control, including proper maintenance & upkeep of ATM vestibule, availability of forms/supplies, preparation of ATM cash proof and submission of reports. Accepts deposits and bill payments/collections in favor of beneficiaries of collection arrangements. Pays encashment of checks and withdrawals within authorized limits; secures officer approval beyond authorized limits. Verifies technicalities of checks deposited/encashed and ensures accuracy and genuineness of cash received or paid within authorized limit. Verifies signature of clients on withdrawal slip and check encashments within authorized limit, if available in the system. Validates original source document for over-the counter transactions and ensures that they are posted correctly to their respective accounts. Performs proper KYC on clients in the opening of accounts. Interviews clients on their financial needs; offers appropriate product or service and secures requirements from the client in the opening of accounts. Processes opening of new account (Savings, Current, Time Deposit, etc.) Monitors and follows up until submitted, documentary deficiencies of accounts opened. Processes the sale of Manager's Check, Telegraphic Transfer , Demand Draft and FX Notes and secures officer’s approval, including the buying of FX notes. Processes payment of interest and/or renewal/rollover of time deposits. Processes requests for Bank Certifications, Bank Statements, ATM card replacements and Lost Passbook replacements. Processes payment of fund transfers (remittance). Attends to customer inquiries, requests and suggestions, making sure that these are immediately addressed/resolved to the client’s satisfaction; refers/elevates complaints to the supervising officer for appropriate action, if necessary.

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I have over four years of experience as an Airbnb Resolutions Specialist, where I handled guest and host inquiries, booking concerns, complaints, escalations, and review-related issues. My responsibilities included investigating concerns, reviewing case details, documenting interactions, and providing appropriate resolutions while following company policies. This experience helped me develop strong written communication, problem-solving, multitasking, and customer service skills. I am comfortable using CRM and ticketing systems, managing multiple cases, prioritizing urgent concerns, and communicating professionally with customers from different backgrounds. As a Virtual Assistant and Customer Service Representative, I can add value to your team by providing reliable customer support, managing emails and inquiries, maintaining accurate records, following up on pending tasks, and ensuring that customer concerns are addressed promptly. I am organized, detail-oriented, adaptable, and willing to learn new tools and processes. I take pride in being accountable for my responsibilities and providing a positive customer experience, even when handling difficult situations. My goal is not just to answer inquiries but to help customers feel heard, supported, and confident that their concerns are being handled properly.

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Results-driven Service Consultant with over 10 years of experience in sales and customer service across retail and financial sectors. Proven track record of delivering exceptional customer experiences, meeting KPIs and resolving complex client queries on first contact. Adaptable, detail-oriented and passionate about delivering high-quality support in fast-paced environments.

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I help businesses stay organized, serve customers professionally, and manage daily tasks efficiently through strong communication, attention to detail, and dependable support. I am a customer-focused, adaptable professional with experience in sales, client support, administrative tasks, data entry, document preparation, and spreadsheet management. As a Customer Service Specialist, I have strengthened my ability to understand customer needs, explain information clearly, and provide helpful service. I am also skilled in using Canva, Microsoft Office, and Google Workspace to create professional documents, organize information, maintain records, and support daily operations. I am seeking a stable, long-term remote opportunity where I can contribute my existing skills while continuing to grow professionally. I value accuracy, accountability, teamwork, and clear communication. As a proactive, organized, and fast-learning individual, I am prepared to adapt to new systems, follow established procedures, manage priorities, and deliver reliable support that contributes to the team's success.

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I graduated Bachelor in Science in Information Technology and I'm Technically inclined. Familiar in some Operating Systems like Microsoft and MAC. I have also a background in MSOFFICE and some Database softwares like MSACCESS. I had background in sorting candidates because I was a Recruitment Associate in a BPO Company. Last but not least, I started my Real Estate experience and I passed the PRC Board Exam for Real Estate Broker. Primary skills were Negotiation, Client Viewing and Documentation.

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As an experienced IT help desk support, I am good at providing end-to-end support to clients and customers. I excel in troubleshooting hardware, software, network, and printer issues. I am adept at using ticketing systems such as ServiceNow and Zendesk, remote tools such as Bomgar and ConnectWise, VOIP systems such as RingCentral and Masergy. I also have experience in using Active Directory, Microsoft 365 Admin, Exchange, SharePoint, and OneDrive.

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Detail-oriented and highly organized Management Accounting graduate with hands-on internship experience supporting finance and administrative operations. QuickBooks Certified and skilled in billing and collections, expense verification, ERP systems (Acumatica), Microsoft Excel, data management, and document processing while ensuring accuracy and compliance. Recognized for strong analytical thinking, effective communication, and the ability to manage multiple priorities in fast-paced environments. A quick learner with a proactive mindset, committed to delivering reliable administrative support, maintaining organized workflows, and contributing to operational efficiency.

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As a dedicated Information Technology graduate from the Lyceum of the Philippines University with a robust background in operations, client care, and financial processes, I bring a well-rounded skill set geared toward driving organizational success. My current role as an Operations Officer (Analyst) at ING Hubs PH has allowed me to sharpen my expertise in processing and validating complex mortgage applications while ensuring strict compliance with Australian lending regulations. In this capacity, I meticulously verify applicant details, manage property valuation documents, and utilize specialized systems such as ApplyOnline and LF to consistently meet demanding Service Level Agreements (SLAs). Before transitioning into mortgage operations, I built a strong foundation in customer advocacy and high-standard service delivery. During my tenure as a Customer Care Professional at American Express International Inc., I prioritized stringent security protocols and effective issue resolution. This built upon my earlier experience at HelloConnect Inc. and Concentrix Philippines, where I successfully managed sales targets, drove upselling opportunities, and cultivated positive customer relationships through active listening and empathy. Combined with my technical proficiency in troubleshooting, web design, and digital media, I am confident in my ability to bring exceptional analytical skills, dedication, and a results-driven mindset to your team.

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A hardworking, optimistic and goal-oriented person. Tech savvy and critical thinker. Have the ability to manage multiple tasks simultaneously while maintaining high-quality work.

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