Desa Itliong-Gutierrez

CUSTOMER RELATIONS OFFICER

acd6tx@r.postjobfree.com - 093********

To be able to impart my knowledge and skills and be more effective individual on your prestigious and

productive company.

WORK EXPERIENCE

CUSTOMER RELATIONS OFFICER

Toyota Quezon Ave., Inc - April 2011 to April 2013

In-charge for VOC utilization reports.

• Serve as first line contact Communication link between customer and dealership prior to Service Process

• Conduct Pro- active calls or reminder that Customer are due for their maintenance check up and weekly

report of the said activities

• Keeps abreast and provides assistance with Sales Promotional activities

• In Charge of Customer Retention Program (Sending out Thank you Letters and other implemented/ related

customer retention activities)

• Monitor all Legal and DTI concern

• Consolidates reported concerns with the concerned department for weekly/ monthly reporting.

• Facilitates records and monitors inquiries, concerns from walk-in/ visits, phone call, emails and website

• Prepares correspondences and performs other duties that may be assigned from time to time includes TMP

Customer Satisfaction Program.

• Prepares CRD CCMSR reports to be submitted to the CRO Head/Manager

• Responsible for Customer Relations Management Activity

• CSR monitoring to be submitted to CR Head and TMP-CRD

• Handling Customer's concern

• Conduct Post Service & Post Sales Follow up call and prepares weekly report for the said activity

Account Management Specialist

Globe Telecom - Quezon City - March 2010 to January 2011

March 1, 2010-January 4, 2011

Duties Responsibilities

• Accept subscriber inquiries on internet and landline connection

• Accept consumer sales and after sales concerns

• Admin work (update application tracker and transmittal)

• Follow up pending applications

OFFICE CLERK

Banco De Oro Unibank Inc - September 2009 to February 2010

Mandaluyong, City

Contract date: September 24, 2009- Feb. 23, 2010

Duties & Responsibilities

• Receives documents from external service providers for LTO and Car History

• Review documents for tagging ( i.e Extension office accounts, OR/CR/CRE and other details )

• Review and log accounts requested for transmittal

• Fax all Car History Request to the service provider and confirm thru phone if receive clearly

• Prepares transmittal for scanning of Car history Report, LTO encumbered and forward to team head for

checking and approval

• Forward complete documents to Loans Operation Support for Car History, Service Provider for the LTO

encumbrance and to Extension Offices for the fully paid, registered PNCHM and LTO encumbered accounts

• Forward scanned copy of all LTO encumbered to data control

• Encode all incoming and outgoing transactions to the masterlist for easy reference

• Follow-up pending accounts to the service providers and extension office heads for car history and LTO

• Accept telephone calls

ACCOUNT MANAGEMENT SPECIALIST

GLOBE TELECOM - March 2001 to 2010

OFFICE CLERK

Metropolitan Bank and Trust Company - March 2009 to August 2009

Duties and Responsibilities

• Receives various billing documents from different network

• Encode all billing transaction on NDD and IDD calls

• Forward request of check to the disbursement dept.

FRONT DESK CLERK

Star Plaza Hotel - June 2008 to December 2008

Duties and Responsibilities

• In charge in registration of check in guest

• Log all the details of registration to guest list

• Prepare daily report as per shift

• Accept various telephone calls at the same time for reservations of rooms and banquet events

• Accept walk in reservations also on various occasions

• In charge in petty cash for the front office as well on the restaurant

• Up to date on in and out guest coordinating with housekeeping dept.

CUSTOMER SERVICE

Popular Book Company - Singapore - November 2007 to May 2008

Duties and Responsibilities

• Accept telephone calls for book reservations on different level

• In charge for the petty cash of all counter cashier

• Do and promote membership card for adult and student category

• Follow up customers who made a reservation of books

• Prepare a daily report for the sale of membership cards

EDUCATION

OFFICE MANAGEMENT

Mangaldan National High School

2002 to 2007

Bachelor of Science in Office Management in Office Management

Colegio de Dagupan (Computronix College) - Dagupan

2002 to 2007

Salaan Elementary School

1998 to 2002

ADDITIONAL INFORMATION

SKILLS

Computer Literate

Handling telephone calls

Office Procedures

Customer Service

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