Melody Caritos
Bangkok
Summary
A performance-oriented person with over 14 years of professional experience eager to secure a Team Leader position in International Health Insurance. Ready to take on added responsibilities to meet team goals.
Overview
15
15
years of professional experience
4
4
years of post-secondary education
5
5
Certifications
Work History
Senior Consultant
AWP Services (Thailand) Co., Ltd.
07.2023 - Current
- Handling escalations to manage complaints and feedbacks from the team and customers
- Supporting the team on day-to-day operating activities through coaching and floor-walking
- Proactively sending process updates to our team to ensure everyone is aligned and improve the team's quality rate.
- Auditing and approving refunds through open file review and sending feedback and monthly summary to the team.
Refunds and Chargeback Staff
AWP Services (Thailand) Co., Ltd.
06.2022 - 06.2023
- Processed refund requests for Overseas Students’ Health Cover
- Answered emails and achieved productivity targets
- Worked on chargebacks and disputes under the credit/debit card scheme with an analytical mindset to maximize efficiency and success rate
International Roadside Assistance Coordinator
AWP Services (Thailand) Co., Ltd.
08.2017 - 06.2022
- Handled all in and outbound calls in a helpful, polite, and professional way
- Supported Team Supervisor and Manager by sending reports of daily stats, team schedules, adherence exemptions, etc
- Acted as floorwalker and handled regulated complaints within the complaint guidelines
- Achieved individual quality and productivity targets and contributed to overall team KPIs
- Prepared presentations and organized monthly group coaching regarding new updates and changes.
Sales Coordinator
Material World Co. Ltd.
07.2016 - 08.2017
- Set up appointments with potential and current customers to promote new products and services
- Presented products to clients using dynamic presentations and practical use-case scenarios
- Maintained detailed records of sales progress, inventories, and marketing success to better align goals with company priorities
- Researched local and overseas markets to identify and flesh out lists of new leads for sales.
Customer Service Manager
APS Worldwide Co. Ltd.
01.2016 - 07.2016
- Recruited, hired, trained, and supervised staff and implemented a mentoring program that offered positive employee engagement
- Collaborated with the marketing department to launch and manage promotional activities and campaigns
- Developed and offered unique discount options to drive interest in new jewelry lines
- Collaborated with upper management to improve customer service processes and support structures company-wide
- Assessed and authenticated customer exchanges, voids, returns, and chargeback cases.
Customer Service Supervisor
APS Worldwide Co. Ltd.
03.2014 - 12.2015
- Monitored customer service operations to assess agent performance and provided feedback
- Actively supported team members by quickly responding to questions and finding appropriate solutions to customer issues
- Assisted with pricing questions, inventory availability, and changes to existing orders and shipping information.
Customer Service Representative
APS Worldwide Co. Ltd.
12.2012 - 03.2014
- Responded to customer requests for products, services, and company information
- Answered customers’ telephone calls promptly to avoid on-hold wait times and assisted them in placing orders online
- Recommended products to customers and thoroughly explained details
- Managed timely and effective replacement of damaged or missing items.
Administrative & Accounts Receivable Staff
First Multi-Tech Industrial & Development Corp.
08.2009 - 06.2012
- Supported company leaders by managing their liquidations, scheduling appointments, and organizing itineraries
- Managed field technicians’ and engineers' allowances, attendance, and cash advance
- Verified discrepancies and resolved clients' billing issues
- Prepared bills receivable and invoices, and reconciled daily AR reports
Education
Bachelor of Science in Business Administration - Banking & Finance
Partido State University
06.2005 - 05.2009
Skills
Multitasking Abilitiesundefined
Certification
Star Performer Award
Timeline
Senior Consultant
AWP Services (Thailand) Co., Ltd.
07.2023 - Current
Refunds and Chargeback Staff
AWP Services (Thailand) Co., Ltd.
06.2022 - 06.2023
International Roadside Assistance Coordinator
AWP Services (Thailand) Co., Ltd.
08.2017 - 06.2022
Sales Coordinator
Material World Co. Ltd.
07.2016 - 08.2017
Customer Service Manager
APS Worldwide Co. Ltd.
01.2016 - 07.2016
Customer Service Supervisor
APS Worldwide Co. Ltd.
03.2014 - 12.2015
Customer Service Representative
APS Worldwide Co. Ltd.
12.2012 - 03.2014
Administrative & Accounts Receivable Staff
First Multi-Tech Industrial & Development Corp.
08.2009 - 06.2012
Bachelor of Science in Business Administration - Banking & Finance
Partido State University
06.2005 - 05.2009
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