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Work experience

Mar 2008Dec 2011

Back Office Support Agent

Convergys Philippines
  • Read incoming correspondence to ascertain nature of writers\' concerns and to determine disposition of correspondence.
  • Complete form letters in response to requests or problems identified by correspondence.
  • Route correspondence to other departments for reply.
  • Doing outbound processes, calls are to made in order to generate sales or may be to collect dues.
Oct 2006Feb 2008

Cyber Response Agent (Email Response)

Convergys Philippines
  • Answer emails and respond to customer\'s inquiries, process orders and effectively communicate resolution to customer\'s issue.
  • Identify customer\'s issue and provide available support options.
  • Adhere to and demonstrate Quality Monitoring (QA) guidelines.
  • Demonstrate a high level of professionalism and strong customer service orientation.
  • Update Email Management database with details on each customer inquiry in accordance with client procedures.
  • Outline any charges and or guidelines to customers in accordance with client procedures.
  • Regularly stay updated with the latest product knowledge and technical skills using available resources.
  • When required, to escalates issues outside of service boundaries to Team Leader.
  • Take responsibility to ensure customers experience with client\'s company exceed expectations.
  • Create a positive impression on client\'s company whenever interacting with customers.
  • Undertake any Ad Hoc project or assignments assigned by Team Leader.
Dec 2005Sep 2006

Customer Service Representative (Inbound)

Convergys Philippines
  • Greet customers in a courteous, friendly, and professional manner using agreed upon procedures.
  • Listen attentively to customer needs and concerns; demonstrate empathy.
  • Clarify customer requirements; probe for and confirm understanding of requirements or problem.
  • Meet customer requirements through first contact resolution.
  • Confirm customer understanding of the solution and provide additional customer education as needed.
  • Prepare complete and accurate work and update customer file.
  • Communicate effectively with individuals/teams in the program to ensure high quality and timely expedition of customer requests.
  • Effectively transfer misdirected customer requests to an appropriate party.
  • Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity.
  • Participate in activities designed to improve customer satisfaction and business performance.
  • Determine appropriate response to customers by using a script or sales flow.
  • Place and/or receive structured customer inquiries.
  • Provide product information and receive customer information.
  • Prepare customer correspondence.
  • Respond to common customer work/service orders, inquiries, and requests.
  • Sell new services and retain existing services.
  • Maintain basic knowledge of products, pricing, promotions, procedures, and other important issues through management communications, meetings, client focus groups, and formal training.



  • Exceptional communication skills.
  • Computer literate.
  • Quick learner.
  • Strong client relations.
  • Training development aptitude.
  • Passionate about keeping up with the best practices of the Customer Service Industry.
  • Knowledge of Social Media (including Facebook, Twitter, Instagram, etc.)
  • Ability to operate different software programs while holding a detailed conversation with customers.
  • Ability to learn complex products.
  • Dependable with proficient attention to detail.
  • Good listening and responding skills.