image*.png

Rhea Mae B. Elcano

**** *** ******* **. **** A, Camarin Caloocan City

090********, actijl@r.postjobfree.com

PROFILE

A highly enthusiastic individual with focused approach and exceptional communication skills, seeking for a competitive environment where I can serve your organization and establish a career.

CUSTOMER SERVICE REP / 6 YEARS' EXPERIENCE IN CUSTOMER SERVICE SETTING/ SALES AND TECHNICAL

Polished, professional customer service rep offering:

* 6 years of experience providing customer support in busy environments for field, telecommunications company, airline industry, international banking industry, and largest medical/ health group employers.

* An unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty.

* Strategic-relationship/partnership-building skills -- listen attentively, solve problems creatively, and use tact and diplomacy to find common ground and achieve win-win outcomes.

EXPERIENCE

Customer Service Representative

2015 September to Present, United Health Group, Quezon City, PH

Medical Representative

* Responsible for providing informations like benefits, eligibility, claim statuses and all medical related concern

* Monitors as well as inform doctors and nurses of the forthcoming changes

* Introduces new products of the organization

* Compiles data on requirement and benefits required by providers

* Maintains good relationship with nurses and doctors as well as develops contacts with people in the medical world

* Educates the advantages of products of the organization to doctors and other medical professionals

* Maintains up to date knowledge on latest development in the field of medicine

Key Accomplishments:

* Managed a high-volume workload within a deadline-driven environment. Resolved an average of 550 inquiries in any given week and consistently met performance benchmarks in all areas (speed, accuracy, volume).

* Became the lead "go-to" person for new reps and particularly challenging calls as one of the company’s primary mentors/trainers of both new and established employees.

* Helped company attain the highest customer service ratings (as determined by external auditors) -- earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness.

* Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations.

* Completed voluntary customer service training to learn ways to enhance customer satisfaction and improve productivity.

Customer Service Representative

2013 July to 2015 March, HSBC International Bank, Quezon City, PH

Handling Responsibility for achieving the bank sales target in Consumer Banking, ensuring high quality service & customer relationship management. Ensuring cost & productivity norms are met and compliance with banking rules, regulations & procedures

-Responsibility to achieve banks target in corporate, consumer current accounts.

-Responsibility to increase the Bank's profitability by cultivating new banking relationships.

-Goal is to Grow accounts profitability by maintaining a high service standard and compliance.

-Generate the cross selling business from existing customers by selling other products.

-Maintain and develop customer relationships, new business, and periodic review to existing customers.

-Handling sourcing of corporate A/cs and maintaining relationship.

-Managing and deepening of good net worth customer portfolio.

-Giving the most ideal advice to a client depending on his short or long term financial goal.

-Considering the clients financial needs and giving him the best possible advice depending on his financial situation.

-Offering the best possible asset management advice.

-Assures that the willingness of a client towards a specific investment decision is complimented by a clear understanding of the risks involved.

-Generating revenue for bank.

-Facilitating Internet banking for customer

-Assisting customer in navigating Internet banking

-Providing simple to detailed information on how to do bank to bank transfers within the United States and International transfers

-Assisting bankers on how to use Select line of Credit and educating on how to compute for monthly interest of their bills

-Provides exceptional sales on booking and opening accounts such as Current account, Personal Banking, Savings Account, Credit Card applications, Line of Credit applications, and Loans.

-Giving ideal advise on Loan applications like Auto loans and Home loans.

Key Accomplishments:

* Recognized as "#1 Customer Service Rep" (out of 20 reps in division) in Fall 2013. Ranking was based on accuracy, customer service, duration of calls and availability.

* Co-developed on-the-job training program that reduced training time from eight weeks to five.

* Contributed to an 8% sales increase in 2014 by improving lead-generation and sales-tracking techniques.

Completed five 4-hour modules of customer service training. Topics includes:

* Greet transfer and hold calls

* Build rapport, listen, clarify and manage conversational flow

* Manage upset customers, conflicts and challenging situations

* Deliver outstanding service, exceed expectations and build long-term loyalty

* Work in teams and in a self-directed environment

Customer Service Representative

2011 January to 2013 June, PHILIPPINE AIRLINES, Quezon City, PH

Professional Experience

Philippine Airlines, Philippines, PH

Airline Customer Service Agent, January 2011 to June 2013

Duties and Responsibilities Handled

• Taking phone calls includes Greeting and assisting airline customers in a polite and courteous manner

• Checking in passengers online and assisting them in the ticketing and reservation procedure

•In exceptional cases, helping passengers rebook the itineraries and get boarding passes

•Answering the client queries about the arrival and departure timings of the flights

•Assigning food and water supply for the flight passengers and crew members

•Assisting staff members for smooth and safe operations matching the standards set by the company

•Making announcements for passenger information

•Ensuring the proper lining up of the aircrafts

•Instructing the passengers for loading and unloading of baggage and other materials

•Educating and assisting passengers to their desired flights with special attention towards old and handicapped passengers

Summary of Qualifications

•Willingness and ability to shoulder any relevant job responsibility

•Profound knowledge of the integral airline processes and procedures

•Proven ability to handle all the airline ticketing and reservation procedures

•Commendable proficiency in operating relevant Microsoft Office tools and web-based applications

•Proven efficiency in handling stressful situations and complicated airline practices

•Quick and accurate comprehension and interpretation of the office documents and ability to handle daily correspondence competently

•Capability to work for longer durations with equal efficiency

•Exemplary written and oral communication skills

•Commitment towards prompt and courteous customer service and utmost customer satisfaction

•Excellent typing and data entry skills

•Physical and mental fitness

Strengths

-Solid foundation on customer care and relations, with vast experience in the field

-Excellent talent for using strategies to deescalate irate clients1

-Strong interpersonal skills, with the ability to relate and empathize with people of varying personalities and from all walks of life

-Fluency in the English language, with excellent communication skills both in verbal and oral communication

-Proficiency in numerous computer applications and software, including MS Word, Power Point, Excel, and several others

-Highly motivated and driven to achieve set goals and targets

-Ability to maintain a calm and composed manner when dealing with potentially explosive client situations

-Superb ability to multitask, able to handle multiple duties and responsibilities without sacrificing quality of work

-Possess a fun and vibrant personality that customers find refreshing and appealing

Excellent leadership skills, with a unique talent for handling and resolving conflicts within the team

-Great team player and excellent independent worker

-Provided training to new customer service representatives and mentored them during their first few months

Customer Service Representative

2010 May to 2010 December, GLOBE TELECOM, Manila City, PH

GLOBE TELECOM, Manila City, PH

Responsibilities:

-Diffuse and resolve various volatile customer situations while maintaining the balance between the interests of the company and customer satisfaction

-Make service changes, recommend service options, and schedule installations for phone, television cable, and internet lines

-Provide detailed and accurate accounts of customer calls for prevention of future audit issues

-Resolve an average of 400 inquiries in any given week, dealing with all types of inquiries including billing issues, installation schedules, product information queries, and numerous other matters

-Meet performance targets in all areas such as speed, accuracy, volume, customer satisfaction, and issue resolution

-Up Sell company products and services to customers and meet target sale conversions1

-Assist technical queries and provide proper resolution of service and equipment issues for gadgets, mobile phones like Samsung phones, Apple iPhones, and tablets.

Strengths

-Streamlined the product information search process by creating a detailed product intranet site, reducing the average representative call time by 60 seconds

-Assisted as interim call center supervisor, monitored call center representative phone calls and provided necessary performance feedback

-Designed, developed, and launched successful employee recognition program whereby the top performers are given due recognition and awards

-Provided training to new customer service representatives and mentored them during their first few months

Sales Executive

2009 November to 2010 April, SM City Fairview, Quezon City, PH

SALES EXECUTIVE

Professional Experience

Responsibilities

-Performed various customer service duties

-Selling items to customers in a mall setting

-Responsible for accurate counting and balancing of sales costs per day

-Maintained weekly spreadsheet for forwarding to the Accounting Department

-Providing excellent customer service from start to end

-Assisting customer to mall area specifically on the designated department on what they need and helped them choose what they want to buy

-Selling and up selling items at the mall area and giving excellent customer satisfaction

Strengths

-Generated additional revenues utilizing thorough product knowledge and friendly sales techniques to up-sell product specials and complementary items

-Exceeded customer expectations by locating hard to find items, and recommending alternative options for out of stock pieces

-Consistently met and exceeded set productivity targets

PROFESSIONAL ACHIEVEMENTS IN EDUCATION

The National Teachers College, Quiapo, Manila City, PH

Bachelor of Secondary Education, Physics Major

College Diploma

2005 – 2010

Camarin High School

High School Diploma

2001 - 2005

Camarin Elementary School

Elementary Diploma

1995 - 2001

PERSONAL INFORMATION

Height: 5'2 in

Weight: 52 kg

Civil Status: Married, with two children

Date of Birth: 07/27/1989

Age: 26 years old

Interests: Surfing the net, reading blogs, watching investigative shows, playing with the kids, cooking, online selling, and watching movies

All the information and details stated above is true to the depth of my skills and knowledge.

RHEA MAE BALLESTER - ELCANO

Sent from my iPad

Sent from my iPad

Contact this candidate