Work History

Work History
Mar 2011 - Mar 2012

Customer Service Associate

Teletech Customer Care Management Incorporated
  • Takes customer calls in an inbound contact centre environment for broadband activation and billing enquiries
  • Responsible for relationship building and account management while resolving customer queries in a professional manner
  • Takes ownership and initiative to complete necessary research and customer follow-up or direct the customer to the appropriate department for resolution
  • Responsible for achieving goals such as quality, average handling time and customer satisfaction
Dec 2008 - Aug 2009

Customer Service Skills Trainer for Inbound and Outbound Telephony

Sutherland Global Services
  • Implementation, development and modification of Customer Service Skills training program for Outbound and Inbound Customer Telephone Services
  • Preparation of training evaluation and comprehensive reports in relation to individual progress
  • Identification and analysis of training requirements Page
Feb 2008 - Aug 2009

Department Associate Trainer - LOB Specific Processes

View My VisualCV Online
  • Implementation, development and modification of Customer Service Skills training program for Outbound and Inbound Customer Telephone Services
  • Implementation, development and modification of product/queue specifics training program ensuring the adequacy of training courses delivered to customer service associates
  • Preparation of training evaluation and comprehensive reports in relation to individual progress Program development assistance through up-training and refresher courses for occurrences of new products and services
  • Identification and analysis of training requirements
Jul 2007 - Feb 2008

Customer Service Representative - Live Chat & Email Support

Sutherland Global Services
  • Ensuring the maintenance of solid customer relationship by giving value to their business and providing them resolution to email enquiries requiring extensive investigation
  • Ensuring the maintenance of solid customer relationship by effectively handling general support enquiries with adequate speed and professionalism through live chat
  • Data entry performance and usage of company internal software to investigate on customer concerns and take appropriate action in order to provide resolution
Jul 2006 - Jun 2007

Customer Service Representative - UK Customer Telephone Services

HSBC Electronic Data Processing Philippines Incorporated
  • Takes customer calls in an inbound contact centre environment
  • Responsible for relationship building and account management while resolving customer queries in a professional manner
  • Takes ownership and initiative to complete necessary research and customer follow-up or direct the customer to the appropriate department for resolution
  • Responsible for achieving goals such as quality, average handling time and sales

Education

Education
Jun 2001 - Mar 2004

B.A.

University of Perpetual Help
  • Senior Undergraduate
  • Studies of the fundamentals of mass communication focusing on traditional print and broadcast media, journalism, public relations, and advertising
Jun 1996 - Mar 1997

B.A.

University Of The Philippines
  • Bachelor of Arts in Communication Research - College of Mass Communications

Skills

Skills

Off-Page Search Engine Optimisation

- Link building through article submission and participation in news and discussion boards with the purpose of establishing relationships and networks among Internet platforms to generate traffic and quality leads.

On-Page Search Optimisation

- Creation and development of core-website content ( including editing and proofreading, of articles posted in core business blogs to provide information, and best business practices) optimised for search engine results geared towards traffic and quality lead generation

Core Customer Service Skills Training

- Facilitation of training instructions pertinent to BPO core customer service skills - including, but not limited to phone, email, and chat etiquette, empathy, conversational communication, and lead generation

Basic HTML for Website Design

Microsoft Office Applications

- MS Excel, MS Word, MS PowerPoint, & MS Publisher