Summary
Overview
Work History
Education
Skills
Timeline
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JOYCE MOYANO

Client Relation Specialist
Mississauga,Ontario

Summary

Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.

Overview

5
5
years of professional experience
2020
2020
years of post-secondary education
2
2
Languages

Work History

SHIFT MANAGER

Kentucky Fried Chicken (KFC)
05.2023 - Current
  • Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards contributing to a 20% improvement in customer satisfaction score.
  • Provided ongoing coaching to team members in order to drive continuous improvement in their performance levels consistently over time.
  • Promoted a positive work environment through open communication and constructive feedback.
  • Monitored inventory levels closely, maintaining optimal stock availability while minimizing waste and costs and reducing waste by 12% through improved stock rotation and usage tracking.
  • Oversaw cash handling procedures and balanced registers with 100% accuracy across all shift.

COLLECTION SPECIALIST

Banco de Oro (BDO UNIBANK)
08.2022 - 03.2023
  • Worked closely with legal and compliance teams to ensure adherence to regulations, including the Fair Debt Collection Practices Act (FDCPA), maintaining zero compliance issues during tenure.
  • Negotiated repayment plans and settlements for accounts in default, reducing the overall 30-60 day delinquency rate by 12% over 6 months.
  • Documented and tracked all collection activities in CRM software, maintaining a 100% accuracy rate in account updates and reporting.
  • Managed a portfolio of 150+ delinquent accounts, including credit card, auto loan, and mortgage accounts, with an average monthly recovery rate of 35%.

CLAIMS ASSOCIATE

J&T Express Philippines
08.2020 - 08.2022
  • Investigated claims for lost, damaged, or delayed shipments by reviewing documentation, GPS data, and internal tracking systems, reducing claim processing time by 30%.
  • Created standardized reporting templates and improved claim logging procedures, enhancing departmental accuracy and reducing administrative errors by 20%.
  • Collaborated with cross-functional teams including customer service, warehouse, and transportation to verify shipment details and resolve discrepancies efficiently.
  • Recovered over $250,000 in losses through accurate documentation, root cause analysis, and proactive follow-ups with vendors and carriers.

Education

Postgraduate - Business Management-International Management

Lambton College At Queen's College of Business Technology And Public Safety
Mississauga, ON
07.2025

Bachelor of Science - Business Administration- Financial Management

University of Pangasinan PHINMA
Dagupan City, Pangasinan
04.2019

Skills

Customer engagement

Empathy and tactfulness

Time Management and Multitasking

Communication and Interpersonal Skill

Timeline

SHIFT MANAGER

Kentucky Fried Chicken (KFC)
05.2023 - Current

COLLECTION SPECIALIST

Banco de Oro (BDO UNIBANK)
08.2022 - 03.2023

CLAIMS ASSOCIATE

J&T Express Philippines
08.2020 - 08.2022

Postgraduate - Business Management-International Management

Lambton College At Queen's College of Business Technology And Public Safety

Bachelor of Science - Business Administration- Financial Management

University of Pangasinan PHINMA

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JOYCE MOYANOClient Relation Specialist