ILEEN MANIAGO TOLENTINO

ADMINISTRATIVE AND CUSTOMER SERVICE PROFESSIONAL

Abu Dhabi, United Arab Emirates | lynz_081087@yahoo.com | 0508842549

AREAS OF EXPERTISE
-CUSTOMER SERVICE Bank Policies and
Procedures
Evaluation of loan
transaction history
Welcome and
Repricing Letter
Handling Customer
complaint
Customer request
Customer Inquiry
Case Resolution
Bank Promo
Handling Auto
Dealer Concern
-ADMINISTRATIVE Office Management
Administrative
Support
Reports
Handling Managers
Check
Document
Management
Filing/Archiving
-PERSONAL ABILITIES Attention to detail.
Punctual and
Reliable.

SUMMARY
Competent admin and customer service professional, with 5+ years
hands-on experience and in depth knowledge of customer service and
administrative/clerical tasks. Excellent verbal and written communication
skills. Proficient in MS Word, Excel, PowerPoint, AS400, CFES and CLAS
applications.
Expert
in
preparing
reports,handling
customer
concern,replying emails and maintaining database. Dedicated to utilize
earned skills in the field of administration and customer service by working
effectively and efficiently.
ACADEMIC QUALIFICATIONS
BACHELORS DEGREE IN BUSINESS ADMINISTRATION
MAJOR IN ACCOUNTING 2008 GRADUATE
HOLY ANGEL UNIVERSITY
ANGELES CITY PAMPANGA PHILIPPINES
EMPLOYMENT HISTORY
PHILIPPINES
SERVICE FULFILLMENT ASSISTANT/5
LOANS ADMIN DEPARTMENT-SFU SECURED
NOVEMBER 16, 2009 TO APRIL 01, 2015
BDO UNIBANK INC.
CLERK STAFF ALLIANCE INC
ASSIGNED TO BDO UNIBANK INC.
MARCH 16, 2009 TO AUGUST 28, 2009
EXPERIENCE HIGHLIGHTS
CUSTOMER SERVICE FUNCTION
as SFU Assistant Reporting to LAD CLG Team Leader
Responsible in providing assistance to the SFU Officer in
monitoring, making, and enhancing processes, procedures
and policies that involves facilitation of customer service
inquiry, request and problem. Furthermore, the officer is
expected to ensure that the daily service requests from the
customers are delivered/ fulfilled within the established
turnaround time and quality.
Duties and Responsibilities:

Meet and Greet the customer.

Facilitate inquiry, request and problem related cases from clients
coursed through branches, call center, other channels via email,
inbound calls, correspondences and walk in.

Responsible in reviewing proper tagging of manually logged cases

to ensure accuracy in all case resolution on the Daily Monitoring
Transaction Sheet .

Prepare customer communications required to facilitate customer

complaint requiring decisions and feedback.

Provide support to call center, branch and account officers through

monitoring of cases and coordinating with fulfillment units.

Assists in continuous updating of policies and procedures for the

processes of customer service.

Can work without

supervision.
Ability to cope and
work under
pressure.
Good written and
verbal

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communications.
Able to work as part
of a team.
Ability to multitask
and manage
conflicting
demands.
Ability to prioritise
tasks.
TRAININGS
AND
CERTIFICATES
Service Excellence
Rally
BDO UNIBANK INCGracelane Hotel
October 22, 2011
Signature
Verification Seminar
BDO UNIBANK INC
Training Center
February 08, 2011
Legal
Documentation
Seminar
BDO UNIBANK INC
Training Center
February 05, 2011

Perform upselling to customer with fully paid loans to avail the

other bank products like auto loan, home loan, small business loan,
personal loan and credit card.
Accept and review Post Dated Checks replenishment for loan
monthly amortization to ensure correctness of details and to avoid
account to turn into past due status.
Accept and review submitted Insurance Policy Renewals to ensure
accuracy of details.
LOANS ADMIN FUNCTION
Responsible in providing assistance to the Loans Admin
Department in performing after booking tasks. Processing
of collateral documents of all fully paid accounts and
perform other administrative duties as maybe required by
LAD.
Duties and Responsibilities:
Prepares and send welcome pack and re-pricing letter to client to
advise for the rate applied on their existing loan.
Assist in tagging and filing of document deficiencies after booking
in loan docs monitoring system and credit folders.
Assists in accomplishing and monitoring reports for the team,
ensure that all reports must be submitted on the given deadline.
Assist in releasing of Managers Checks to client, auto dealer and
developer such as loan proceeds, dealers incentives and salesman
incentives. Ensure that account has no document deficiencies noted
on the system before releasing of Managers Check.
Assist in broadcasting and securing clearances from the different
subsidiaries of the bank for the fully paid accounts.
Assists in releasing of collateral documents for the fully paid
accounts. Ensure that the requirements are complete and properly
accomplish before releasing of collateral documents/securities.

SOFWARE AND SYSTEM

PROFICIENCY
MS Office
(Word, PowerPoint,
Excel)
Lotus Notes
Consumer Front End
System
AS400
Consumer Loans
Application System
PERSONAL
INFORMATION
Hometown: Mexico
Pampanga, Philippines
Nationality: Filipino
Birth date: August 8,
1987
Age:
27 years old
Sex:
Female
Civil Status: Married
Religion:
Catholic
Language: Filipino
English
REFERENCE
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Available upon request.

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