OBJECTIVES:

• To be given an opportunity to contribute to the Mission, Vision, and Values of the company, and to interact on a

professional level with other employees and clients.

• To obtain a position as an active employee in a growing, reputable company where I can contribute my experience,

proactive attitude, and positive atmosphere to help improve the company.

QUALIFICATIONS AND STRENGTHS:

• Ability to work individually, less supervision and in a team environment.

• Can easily perform delegated tasks instructed by the Manager.

• Hands-on experience in working with elderly, seniors, children and in the medical field.

• Able to give detailed and accurate care to clients.

• Thorough understanding of customer service.

• Degree holder and professional nurse.

• Excellent time management skills.

• Proven ability to communicate highly technical information in an accurate and customer-friendly way.

• Excellent written and verbal skills for effective communication.

• Skilled in analyzing, compiling and creating reports.

• Able to use computers of different models, internet and Microsoft office.

• Ready to work weekends, holidays and a flexible timetable.

PERSONAL INFORMATION:

DATE OF BIRTH: August 04, 1987

PLACE OF BIRTH: Parang, Marikina City Philippines

AGE: 27 years old

GENDER: Female

STATUS: Single

NATIONALITY: Filipino

HEIGHT: 4’11” ft.

WEIGHT: 132 lbs.

LANGUAGE SPOKEN: English; Tagalog

EDUCATIONAL ATTAINMENT:

TERTIARY: Far Eastern University

Sampaloc, Manila, Philippines

Bachelor of Science in Nursing

2005-2010

SECONDARY: Roosevelt College

Cainta, Rizal, Metro Manila, Philippines

2001-2005

ELEMENTARY: Roosevelt College

Cainta, Rizal, Metro Manila, Philippines

1996-2001

WORK EXPERIENCE:

TELEPERFORMANCE

Supervisor, Internal Reports Analyst

2F SM City Masinag Antipolo City

April 08, 2013 to June 20, 2014

• Provides daily, weekly, monthly and adhoc statistical reports to appropriate channels and recipients.

• Maintain reports for clients, managers, supervisors and agents.

• Collates and generates performance reports such as but not limited to Quality; Operations; and Client Managers

• Skills: MS Vision, reports analytics, Visual Basic, MS Access, MS Excel, MS SQL Server

• Inquiries regarding financial report packages and plan audits. e.g. DOL, IRS & annual plan financial statement audits.

• Work with internal partners to gather necessary data and conduct issue resolution for audit reporting.

• Ensure accurate internal and external reporting, including communications with auditors on related inquiries.

• Regularly coordinates the review Key Performance Indicator Metric, Scorecards, Agent Sales Incentives to Operations.

Expert Global Solutions (Previously NCO- RMH Teleservices Inc.)

Customer Service and Technical Support Representative / Subject Matter Expert

2F Bluewave Strip Mall Marikina City, Metro Manila, Philippines

August 13, 2010 to October 12, 2012

• Maximize the productivity and performance of a team of Customer Service Agents through provision of real time

assistance, sharing product knowledge, technical support, teaching proper call flow and improve upselling skills.

• Proficient in handling escalated calls and providing 1st and 2nd Level Technical Support to end-users.

• Responsible for generating, cultivating, and maintaining profitable Customer service relationship with existing and new

clients.

• Skills: marketing/sales skills, negotiating skills, financial analysis, credit evaluation, interpersonal relation skills.

SEMINARS ATTENDED:

• •

ECG Seminar Spiritual Care Seminar

Veterans Memorial Medical Center Lourdes Catholic School

Quezon City, Metro Manila, Philippines Araneta Avenue, Metro Manila, Philippines

May 02, 2008 May 16, 2008

• •

Therapeutic Communication Techniques in Florence Nightingale: Facing the Legal Battle

Psychiatric Nursing

Far Eastern University

World Trade Center

Manila, Philippines

Pasay City, Metro Manila, Philippines

February 08, 2010

August 02, 2008

• •

Emergency Preparedness Seminar Self-Packaging the Professional

Far Eastern University EGS Marikina

Manila, Philippines Marikina, Philippines

February 08, 2010 October 04, 2011

• •

Problem Solving Skills level 1 Problem Solving Skills level 2

EGS Marikina EGS Marikina

Marikina, Philippines Marikina, Philippines

October 18, 2011 October 18, 2011

REFERENCES:

Alexis Bridgette Perez Andrea perpetua Samantha Denise Aquino John Karl Dumagpi

Colleague, EGS Colleague, EGS Colleague, Telepeformance Colleague, Telepeformance

(63-935******* +63-935******* +63-915******* +63-916*******

acf72g@r.postjobfree.com acf72g@r.postjobfree.com acf72g@r.postjobfree.com acf72g@r.postjobfree.com

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This is to certify that the information given above is true and correct to the best of my knowledge and belief.

Ien Lee L. Villanueva

Contact this candidate