Customer Service Manager
Resume:
WENDY S. AQUINO
Call: (091*-***-****
E-mail: ************@*****.***
Skype id: didot68
Summary: Fully trained and experienced in handling outgoing international
calls being a telemarketer and experienced in handling customer handling
complaints
WORK EXPERIENCES:
Inclusive Period
Sept 13 '09-april 13 2010 Support Save
2nd flr Ma. Christina Bldng.
Fuente Osme a, Cebu City
Email and Customer Service
Support
. Answering emails on order follow -up and technical concerns
. Making outbound calls if required.
. Inbound calls for inquiries.
Inclusive Period Etelecare
Feb '07 - Dec '08 5th floor IT Park
Lahug, Cebu City
Customer Service Representative
. taking incoming calls from US customers
. assist customers on request to cancel their voip accounts
. try to interest cancelling customers to keep their accounts with sound
options
. also assist inquiries regarding their accounts
Inclusive Period Pejman Incorporated
Nov '2006 - January 2007 5th Floor Globe Bldg.
Cebu Business Park
Archbishop Road, Cebu
City
WENDY S. AQUINO/ Professional Profile
Page 2 of 5
Customer Service Assistant
. take incoming calls from customers making a follow-up on their on-line
orders
. process return authorization request for damaged items
assist customers on their refund request
Inclusive Period Sykes Asia
February - August 2006 Mandaue City,
in front of La
Tonde?a
Technical Support Assist
. take incoming calls for US customers
. mainly assisting their concerns regarding their internet connections
Inclusive Period Convergys
June 27, 2005-Jan. 27, 2006 Arcenas Drive, Banawa Cebu City
Customer Service Representative
. Working in the night shift from 9pm-6am
. Catering to a network provider company, a cellular
company based in the U.S.
. Takes inbound calls pertaining to customer
inquiries on billing, newest promotions, signal
issues
. Make offers on newest cool features on their
account.
Inclusive Period Worthington Financial Consultant
Sept. 16 '03 - Jun 27, 2005 6th Floor PDI Building, Banilad Cebu
City
Telemarketer
. Calls international companies in Europe & Asian
countries with the aid of the provided directories
. Qualifies any individuals who have tried investing
in the stock market by filling up a lead form
. Informs these individuals that our president will
call them in the future regarding investment
opportunities
. Submits these lead forms to our manager
WENDY S. AQUINO/Personal Profile
Page 3 of 5
Jan. 8 '03-Sept.15 '03 JPV Emission Testing Center
V. Rama Avenue, Cebu City
Data Encoder
. Encodes the required information about a car to be
tested on a programmed data sheet on the computer
basing on the cars certificate of registration.
Must encode this details within 3mins
. Receives the testing fee and gives out the change
when needed
. Coordinates with the technician by synchronizing
their machine's results on the vehicle test to my
compute
. Prints these results on the specially marked
certificates being issued to the encoder
. Issues official receipt to the customer
. Prepares a daily account of the issued and the
remaining certificates at the end of the shift
. Checks that the cash-on-hand and the issued
official receipts tally. Any discrepancies will be
shouldered by the encoder
. Remits the cash and submits the report directly to
the site manager
May - Nov. 1999 and COMSAT INT'L.
July 20 '00-Feb.27 '01 9TH Floor Golden Peaks Hotel
Escario Street, Cebu City
Telemarketer
. Works either on shifts 7am-4pm or 4pm-1am
. Calls international companies basing on specific
directories being issued to us
. Qualifies specific individuals who have at least a
background idea on how stock market goes and would
be liquid enough to invest
. Verifies the correct spelling of the name and
address of the called person and verify contact or
fax numbers
. Transfers this information to a specified lead
form and submits it to the team leader
WENDY S. AQUINO/ Professional Profile
Page 4 of 5
Mar.22-July 19 2000 Expercs International
2nd floor beside Globe office
Plaza Independencia, Cebu City
Domestic Telephone Operator
. Works on a shifting schedule for Islacom's local
gateway
. Entertains call related inquiries like area
codes,long distance rates
. Process domestic calls coming from within Cebu and
provincial areas where Islacom landline is
available
. Encodes specific details on the preprogrammed
format on the computer like calling/called
party,number to call, paid or collect call, to be
able to process a call
. Familiarize myself on the different local area
codes to help minimize processing time because
there is a time limit for each processed call
. Pegs every calls I get on the peg form
. Submits pegged forms to the shift supervisors at
the end of the shift
July 16 '95-Nov.19 '97 Island Telecom Inc.
1st floor Cebu Holdings Building Ayala Center, Cebu
Business Park, Cebu City
Customer Service Representative
. Works on a shifting schedule
. Entertains complains and inquiries over the phone
regarding the present product Islacom was selling
which are cellular phones.
. Logs complains and inquiries on the daily report
sheet for follow-ups and quick reference
. Ask for the caller's contact number so that I can
return the call since a lot of this complains need
further verifications
. Calls back customers if a complain can't be
resolved on that day and advise him about this and
will advise a date when I will call back
. Refers to a supervisor for any unfamiliar
complain, for verification or updates
. Makes a report on all the calls received for that
day at the end of the shift with the corresponding
status if resolved or unresolved and submit this
to our supervisor
. Separates pending reports from the resolved
reports to ensure proper follow-ups
WENDY S. AQUINO/ Professional Profile
Page 5 of 5
CIVIC ACTIVITIES: NONE
HOBBIES/SKILLS/TRAINING:
Hobbies: Singing, drawing, swimming, playing the badminton, watching
television
Skills: Computer literate on ws4 and windows '95, filling, typing speed of
at least
35wpm, excellent oral and english communication
Hands-on Proficiency: Passed the eligibility exam for data encoder under
TESDA
Training: Life in the Spirit Seminar conducted by the Oasis of Love,
venue at the
Seminario Mayor, USC. This is a mandatory attendance to be
complied by
TESDA students for the main purpose of reexamination of individual
values.
Sign Language Association of Cebu Inc. Functional Literacy in
Sign
Language Level 1. I want to educate myself on this unique
language of
The hands.
EDUCATIONAL BACKGROUND:
Course School School
Year
Bachelor of Science University of San Carlos - Main
1985 - 1990
In Secretarial Administration P. Del Rosario St. Cebu City
PROFESSIONAL AND PERSONAL REFERENCES:
Mrs. Lourdes Luche
Filipino teacher, USC Main Campus
P. del Rosario Street, Cebu City
253-1000
Mrs. Judith Cultura
Corporate Planning Services Manager
Gothong Southern, Cebu City
Mr. Lot Lisondra
Accounting & Admin. Manager
Pinnacle Travel & Tours
Gen. Maxilom Avenue, Cebu City
232-5555
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