Customer Service Representative

MARICHELLE S. CARPENA

**** ******** **** ********* **** Las Vegas, Nevada 89119

Mobile: 702-***-****

E-mail: *****************@*****.***

WORK EXPERIENCE

October 2010-April 2013

White & Case LLP, International Law firm

Client & Concierge Analyst

Head Trainer for Administrative Shared Services Department

• Operates multi-line telephones in order to address/relay incoming, outgoing and intra-system calls; and directs

them to the Executive Partners and employees

• Records oral information from callers and communicates these accordingly to the concerned parties

• Monitors mail systems in order to address or respond to emails

• Assists lawyers with concerns related to document processing, traveling, dining, and general administrative

requests including but not limited to fax, voicemail, conference calls, directions, office locations, and information

on secretarial coverage

• Coordinate with various global point of contacts and preferred vendors to accommodate and fulfill requests and

queries

• Maintain service quality through all responsibilities

• Follow through on requests from beginning to end through proper monitoring of communication and document

exchanges

• Properly respond to escalated issues and analyze root causes

• Properly handle threatening, harassing or fraudulent calls from time to time

• Escalate and respond to technical issues and service challenges

• Properly track, document, and report all requests

• Heads all departmental initiatives related to training and quality

July 2008-October 2010

Genpact

Collections Associate, Wachovia Bank and GMAC

• Assisted Team Leader in all tasks – monitored team’s performance in quality and attendance

• Answered inbound calls related to customer’s accounts

• Performed outbound calls to customers with delinquent account, setting payment plans to bring account

current

• Negotiated payments with customers with past due accounts of more than 180 days

• Organized projects and events for the entire department

January 2008-June 2008

Convergys

Customer Service Representative, IBM Sprint

• First point of contact for the customers

• Trained to deal with a wide range of issues including technical support, billing, pricing, setting up new

service, canceling existing service and making changes to accounts

• Helped customers with basic troubleshooting on their mobile phones

• Dealt with all issues customers experiences with the service

• Identified potential buyers and offered additional products and services that are beneficial to the

customer’s mobile needs

October 2006-January 2008

HSBC

Operations Associate

• Primary responsibility was to market and sell credit cards to consumers

• Secondary responsibility was to persuade customers retain their credit card accounts

• Additional responsibilities include taking inbound calls from customers who have inquiries about their

accounts, processed payments, processed credit increase requests

EDUCATION

January 2002-April 2007 DE LA SALLE UNIVERSITY, MANILA

Bachelor of Arts Major in Economics

June 1997- March 2001 ST. SCHOLASTICA’S COLLEGE, MANILA

High School

SKILLS AND QUALIFICATIONS

Fluent in English and Filipino. Knowledgeable in Microsoft Office Programs. Flexible, can work in any type of

environment. Has excellent communication skills, highly motivated and results-oriented person, and a fast

learner. Is confident, committed, and trustworthy.

REFERENCES

Available upon request.

Contact this candidate