Customer Service Manager
Resume:
GERALDINE E. VALDEZ
Upper QM, Baguio City
E-mail Add: ************@*****.***
Tel. No. +639**-*******
Upwork Link: https://www.odesk.com/users/~01836f91828ebe4c36 WORK EXPERIENCES
Home Based – DeLuxe Products, Sydney Australia
• Dispatch Team (November 2014 – Present)
Home Based via Upwork– Real Estate in Brisbane, Australia
• Virtual Assistant (June 2014 – March 2015)
Home Based – Novum Global
Lead Gen and Outbound (October 2013-February 2014)
Sales and Leads (October 2013)
Lead Gen and Outbound (May 2013 – October 2013)
Home Based – Freelancer
Article Spinner (January 2013 – May 2013)
Telemarkter for Energy Sales (December 2012-January 2013) SOLAR ENTERTAINMENT CORP.
CENTURY TOWER
100 TORDESILLAS ST., MAKATI CITY
July 23, 2007 – May 15, 2012
Asst. Collection Manager – Billing & Collection Group
Responsible for all collection and account receivable activities for all advertising agencies
Develops list of key financial indicators that should be monitored weekly, monthly, and yearly
for each advertising agencies
Develops and implements written processes to enhance financial performance. Obtains input
from other key leaders to develop them.
Establish financial discounts / promos / policies to enhance performance.
Supervise collection staff in corporate office.
Assigned to reduce past due accounts of our clients
Monitors account receivables by payer on a daily basis.
Gracious but firm with clients owing huge past due accounts
Responsible to conduct call outs / visits to clients to develop rapport SMART COMMUNICATIONS, INC.
SMART TOWER
6799 AYALA AVE., MAKATI CITY
January 2002 – July 1, 2006
Supervisor – Call Center
Public Access Department – Customer Service Support Group
Established Call Center Group for handling of call ins for customer service purposes.
Responsible to oversee call center group and directly reports to the Group Manager.
Ensures proper call handling of group through call monitoring.
Monitors attendance of the team members.
Conducts weekly meetings with team members regarding updates and new promos recently launched.
Handled all complex call-ins for products like Smart Link International, Smart Link Domestic, SmarTalk, PLDT Payphones and SmartClick.
Responsible in giving proposals / suggestions to the management for the needs of the call center such as:
- System enhancement like creation of Call Center Database Log
- Creation of standard spiels in cases of system and network downtime.
- Suggests other services that the group can handle like answering calls with regards to technical basic trouble shooting.
Responsible in handling VIP accounts and irate customers which cannot be pacified by team members.
Responsible in handling and recording IVRS (Internal Voice Recording System) spiels for toll free access and other related matters concerning call center operations.
Coordinates with other groups / department for service enhancement like using CSP
(Customer Service Platform) as a tracking tool.
Determines causes of call center downtime.
Gives annual performance review of team members as basis of their annual increase.
Prepares monthly pop quiz for team members to better know their knowledge in the products and services being provided by the company.
Recommends annual upgrade or promotion of team members.
Determines the KRA (Key Result Areas) of team members to be used as a tool in their annual performance review.
Determines SLA (Service Level Agreement) of simple and complex transactions being handled by the team members.
Gives weekly/monthly performance feedback to team members to better enhance their skills and gives motivational advices.
SMART COMMUNICATIONS, INC.
October 1999 – January 2002
Credit Management Officer
Public Access Department – Marketing Services and Support Group
Coordinated with PCO agents through pro-active call-out of accounts.
Tasked to handle account reconciliation of PCO accounts.
Assigned to monitor and handle VIP accounts for special handling.
Tasked to handle bill inquiries, complaints and bill-related after sales requests of PCO agents.
Responsible for reconnection and lifting of disconnected and redirected accounts. SMART COMMUNICATIONS, INC.
December 1995 – October 1999
Team Leader
International Gateway Facility, Message Center and Sales Inquiry Group Customer Care Department – Call Center
In-charge of International Gateway Facility, Message Center, and Sales Inquiry composed of 10 team members.
In charge of handling weekly meetings with the team members regarding updates and promos of the company.
Responsible in monitoring the performance of the staff.
Prepared monthly exams for the staff.
Activated Corporate Accounts for billing system.
Dealt with complaints such as billing, activation, and technical problems of Corporate Accounts.
Handled irate customers on supervisory level (as tasked by the higher management).
Dealt with complaints for Smart Hello World Card (International Pre-paid Card).
Assigned to attend meetings with supervisors and managers for proper coordination with other groups especially International Corporate concerns.
Assigned to handle and monitor other groups in the absence of their team leader.
Assigned to attend training on updates and promos of the company to be cascaded to the team members.
ACHIEVEMENTS and AWARDS
2005 CSSG Star Performer
For achieving the highest score for annual performance appraisal among Supervisors in Public Access Department
2004 CSSG Star Performer
For valuable contribution and initiative – risked life in joining entrapment to resolve cases of stolen SmarTalk sim cards. 2003 CSSG Star Performer
Excellent Customer Service and Customer Satisfaction 2002 CSSG Star Performer
Excellent Customer Service and Customer Satisfaction Early Bird Award for the month of February and March For being consistent in coming to the office on time 2001 Certificate of Recognition
For valuable contribution in establishing rapport and good working relationship through exemplary Customer-Handling skills
2000 Megastar Award for the month of March and April Highly Productive
1998 Smart Communications, Inc.
Excellence Award
Smart Communications, Inc.
TOP-NOTCHER in the Operations Quality Audit
for International Gateway Facility – Customer Care EDUCATIONAL BACKGROUND
Central Colleges of the Philippines
College
Junior Secretarial
Year Graduated – 1992
Dominican College ( 1st year – 2nd year )
Baguio Colleges Foundation ( 3rd year )
Philippine Educational Placement Test - DECS ( 4th year ) High School
1989
Dominican College
Elementary
1985
REFERENCES
Tina Z. Mariano
Group Head – Smart Communications, Inc.
Jo Ann C. Fauni
Previously Customer Services and Support Group Manager – Smart Communications, Inc. 091*-*******
Adrian I. De Leon
Billing and Collection Manager – Solar Entertainment Corporation 092*-*******
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