Marietta Montecillo-Siy

#** ********** ***********, *. ******** St.

Dalandanan, Valenzuela City 1440

(632) 277-259 / (63-927-*******

Abilities

• Extensive experience of more than 9 years in servicing customers by telephone

• An independent self-starter with a can do attitude

• Very good performance in high stress, high volume environment

• Superior communication skills in dealing with customers, co-workers. Both verbal and written

skills are strong.

• Well-organized and highly efficient worker in a multi-tasking, dynamic environment. Ability to

plan, organize, assist and supervise the work of others when the supervisor is not around.

• Knowledgeable and experienced in telecommunication operations, both mobility and landline

services. Possessed a strong combination of training and experience in the industry.

• Excellent telemarketing ability.

Significant Achievements / Recognitions

• 2010 – attained perfect scorecard for March (Telus International Philippines)

• 2009 – completed Batch 46 training as the TOP AGENT (Telus International Philippines)

• 2008 – “Cream of the Crop”, “The Maximizer – Best in Sales” (Teleperformance Philippines)

• 2007 – “Excellence in Quality” (Teleperformance Philippines)

• 2006 – “Certificate of Excellence”, “C(Telus Philippines)

• 2008 – “Cream of the Crop”, “The Maximizer – Best in Sales” (Teleperformance Philippines)

• 2007 – “Excellence in Quality” (Teleperformance Philippines)

• 2006 – “Certificate of Excellence”, “Certificate of Appreciation” – awarded by Sprint Mobility

• 2005 – “Certificate of Excellence”

Employment History

January 2012 – Present VXI Philippines, Quezon City

Senior Advocate (Elite), Guthy-Renker

Answered inbound calls to make sure that each and every saleable calls will be converted into sales,

converted customers’ inquiries into needs and not only their wants.

January 2011 – 2012 VXI Philippines, Quezon City

Subject Matter Expert, DTV GM

• Responsible for the campaign’s performance and overall profitability and their contribution to the

company’s bottom line.

• Assists agents for them to deliver required results on both performance and quality as set by both

the company and its clients.

• Supports the team in meeting the overall team KPIs by complying with service levels set by the

client.

• Helps maintain an active Production Floor which would foster an environment that is conducive

for teamwork and results.

• Assists in ensuring completion of productivity reports, root cause analysis, hourly and daily stats,

and audits.

• Handles escalation issues affecting the campaign.

• Makes process recommendations, scripting changes and other management procedures to ensure

campaign profitability.

• Ensures that proper processes and documentation are followed and accomplished within

prescribed time frame.

July 2010 – January 2011, VXI Philippines, Quezon City

Inbound Sales Agent, DTV GM

Answered inbound calls to make sure that each and every saleable calls will be converted into sales,

converted customers’ inquiries into needs and not only their wants.

2009 – July 2010, Telus International Philippines, Quezon City

Customer Interaction Agent

Answered inbound calls to support of customer needs. Conveyed in a reassuring manner step by step

instructions on how to resolve customers’ concerns/issues pertaining to their landline and internet

services. Performed provision of orders, booked appointments/schedules of their service connections.

Assist and review customers’ bills and made first hand decisions on customers’ disputes. Upgrading

customers’ value by up-selling and providing personalized solutions to their concerns.

2005-2009, Teleperformance Philippines, Mandaluyong City

Senior Customer Service Representative

Answered phone calls for supporting customer’s needs. Basic troubleshooting in customer’s

issues/concerns with their cellphone equipment. Assist customers in their billing issues, explain and

provide resolutions in a timely manner to save customer’s time and company’s resources. Make sure

customers understood what their current services/products area and offered services and features which

would upgrade customer’s service and value.

2002-2005 Light Beams Enterprises, Valenzuela City

Sales Coordinator

1995-2002 Hellux Lighting Enterprise, Manila

Sales Secretary

1993-1995 PNOC-EDC, HRMD, Taguig

Personnel Assistant

1990-1993 PNOC-EDC, Training and Communication, Taguig

Secretary

1989-1990 PNOC-EDC Personnel Division, Taguig

Clerk / Encoder

Education

College Degree – Incomplete / 3 years

BA in General Management

Philippine Christian University

1991 -1994

Technical Course

Computer Software Technology

Peralta Computer and Technical School

1987 -1989

References

Bryan Luna

092********

Team Development Leader

AT&T Green

VXI Global Solutions

Racquel Basilio

Senior Group Manager

AT&T Uverse

VXI Global Solutions

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