Customer Service Quality Assurance
Resume:
Lotino, Janoah A.
Address: B* L** Regency Town Homes Executive Sampaloc II
Dasmarinas, City
Cell no: 091********
Email: **************@*****.***
OBJECTIVE self-motivated and detail-oriented Agent with nearly five years of experience exercising a high level of commitment to exceptional customer service. Brings a positive energy to workplace and functions well in a fast-paced high volume environment. Strong ability to capture as high reservations by utilizing selling techniques effectively.
EXPERIENCE:
Customer Service Associate
Accenture Inc.
August 2015- Present
Araneta Center, Cubao, Quezon City
• Work as a customer service associate on behalf of a company that provides insurance coverages for both worker’s compensation and auto claim
• Handle inbound and outbound calls from various companies within the United States.
• Answer clients’ inquiries
• Direct customer to the right person to speak with
• Assist customer regarding their concerns and complaints
• Send hundreds of emails to both customers and employees regarding concerns and complaints
• Answer emails from customers
• Check and verify bill and payment information
• Verify and check electronic card payment info
• Check payment validity and cashed-out date
• Send daily report regarding the operation
Online English Representative
51Talk, Philippines
January 2014- July 2015
Ortigas Ave, Ortigas Center, Pasig, Metro Manila
• Evaluate client (Chinese and Taiwanese) English proficiency
• Provide topic for free talking discussion
• Discuss current events, beliefs and cultures from different countries
• Send daily reports regarding client’s concerns
Online English Representative
English Is Fun, Life is Great Corporation
May 2013- December 2013
2405- Tektite Tower West, Philippine Exchange Road, San Antonio, Pasig
• Evaluate client (Koreans) English proficiency
• Provide topic for free talking discussion
• Discuss current events, beliefs and cultures from different countries
• Send daily reports regarding client’s concerns
SKILL HIGHLIGHTS:
• Excellent communication skills both orally and in writing
• Customer service-oriented
• Excellent interpersonal skills
• Computer skills (Proficient in MS Office and Outlook)
• Performance metrics
• Multi-line phone experience
• Quality assurance
• Ability to prioritize and plan effectively
• Superior telephone etiquette
• Problem-solving
• Instructing
• System Analysis
• Persuasion
EDUCATIONAL:
Tertiary
Bachelor of Science in Nursing
University of Perpetual Help System- GMA
(2008-2012)
Secondary
Cavite Institute
EKB Heights, Brgy. Iba, Silang Cavite
(2004-2008)
Primary
BLISS Elementary School
Biga II Silang, Cavite
(1998-2004)
SEMINARS AND TRAINING:
Teacher Academy (The Chinese learner, Engaging the Student Training, Phonology Boot Camp, Teaching Pronunciation, Grammar Refresher, Corrective Feedback)
51Talk Philippines
(February 2014- August 2014)
REFERENCES:
NOLYEN P. DE CHAVEZ
Senior Team Lead
Accenture Inc.
NESSBONN M. RONTERAZO
Team Lead (Customer Service)
Accenture Inc.
ANTHONY DE CHAVEZ
Junior Analyst
Accenture Inc.
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