Customer Service Manager

Sarah Jane Gempesaw Rendon

*** ********** **., **** *, PV5, Bacoor, Cavite 4102

Contact Number: +639*********

Email: *********@*****.***

Nationality: Filipino

Religion: Christian

Civil Service Eligibility: Professional

Employment History

Company

Achievements and Responsibilities

Apex Healthcare Solutions

Virtual Executive Assistant

Tasks include:

> Maintaining calendar of Immediate

Superior

> Travel arrangement (ticket, hotel, car service)

> Performing Business Development

Role

a.Responds to online inquiries via email;

b.Updates CRM (Insightly);

c.Preparing draft of Service Agreement to converted Leads; d. Coordinates with Human

Resources for the assignment of staff to be assigned to clients;

e.Checks on staff's technical requirements prior to assigning to clients;

f.Developed processes to follow prior to dispatch of staff;

g.Developed process for tardiness, absences, the filing of leaves;

h.Updates website using WordPress;

i.Research on prospective clients' profile;

j.Created blog about Virtual Medical

Assistants;

k.Creates marketing materials to be posted on the company's social media accounts

-simple posters using www.canva.com and publisher;

-video ad, using www.moovly.com l. Boosting posts on the company's social media accounts;

m. Sends out email marketing materials using Mailchimp

West Contact Services

Technical Support Level 2

May 25, 2015 – present

ACS, A Xerox Company

IT Helpdesk Analyst

April 2013 – January 2014

> Worked with the Annual Symposium team:

a.Sent out email invites to previous attendees;

b.Researched and reached out to Associations generate more audience; c. Reached out to event sponsors/exhibitors;

d. Created certificates to participants > Maintains online files on Google Docs > Conducts research on possible line of business

Provides technical support for Comcast Beltway Market Covers wired and wireless internet connection; and digital voice service on VOIP environment.

Provides IT support via voice, email and chat to Johnson and Johnson employees worldwide, such as:

Remotely diagnoses and resolves support requests utilizing remote tools

Administers Windows domain account issues

Administers &troubleshoot MS Exchange Issues

Remotely support VPN, desktops, laptops, PDA, peripherals, printers etc.

Documents all end-user interactions in incident management system/ticketing system.

Password resets for NT Logins,

Server and Application Logins for

AS400, Oracle, Unix, Linux, Citrix

Troubleshoots issue as: OS (Personal

Computers and Mobile Devices),

Internet Browser, Email Clients

Troubleshoots Mobile Application issues for Apple, Blackberry and Android

Troubleshoots JNJ applications via remote control session

Huawei Technologies

South Luzon Data Coordinator for Globe

Telecommunication Modernization

Project Nemesis

September 2012 –April 2013

•Provides Data Coordination for Globe Telecoms Project Nemesis for South Luzon Region.

•Coordinates OSP and Wireless Activities to Globe NSI and NOC for implementation.

Insertion, Survey, Wireless Scripts/Commands.

Exposure on Materials Requisition and Service Order Generation and Approval endorsements.

Reports to Regional Offices of South Luzon Region, as required.

Teletech Customer Care Management

Phils., Inc.

Bacoor, Cavite

August 2007 – February 5, 2012

Desktop Support 1

Provided technical support for North

American customers. Supports Hewlett Packard Consumer Notebooks.

Awarded Top 10 Agent (Rank: 3) for

August 2010

Awarded Top First Call Resolution Agent (Rank:1) for August 2010

Awarded Overall Statistics Most Improved Agent for June 2009

Awarded Highest RPC for Week 3, December 2008

Awarded Best Front Line Agent for Week 1, December 2008

People Support (Phils.), Inc. Ayala Ave., Makati City

October 2004 – August 2007

Customer Service Representative

Provided excellent customer service to travel customers.

Supports Cheaptickets and Orbitz.

Initially hired as Universal Agent and was promoted to Universal Advanced Exchange Specialist.

Elan Pharmaceutical

Ayala Ave., Makati City

October 2003 – October 2004

Medical Representative

Provided marketing strategies for movement of pulmo, cardio and ortho medicine of Elan.

Covered and coordinated events within the area of Baguio, La Union and Ilocos Sur

SM Group of Companies – LeisureCenter, Incorporated

Building A, SM Megamall, Ortigas Ave.,

Pasig City

January 2002 – June 2002

Manager, Ice Skating Rink Manager

Managed the operation of SM Megamall Ice Skating Rink. Achieved 98% operational growth through improved marketing and promotions implementation. Achieved 160% of the required saes

quota on the first month of employment.

•Exposure in actual activities as OSP

Applied Ideas, Inc.

Ortigas Ave., Pasig City

July 1998 – December 2001

Account Manager – Marketing and

Business Development

•Prepared sales and marketing strategies for a biometric product from Australia (Fingerscan).

•Provided after sales support to government accounts.

•Was able to achieve PhP 2.0 Million monthly sales quota.

De La Salle College of St.Benilde

Taft Avenue, Manila

January 1995 – July 1998

Executive Assistant to the Associate Dean

Performed Executive Assistance function to the College Associate Dean.

Assisted the Associate Dean in forming the curriculum for Bachelor of Science in Interior Design and Bachelor of Science in Computer Application.

Assisted the Associate Dean in coordinating with Philippine School of Interior Design for the BSID course.

Assisted the Associate Dean in preparation of the Memorandum of Agreement between the College of

St. Benilde and Philippine School of

Interior Design

De La Salle University

Taft Avenue, Manila

July 1991 – January 1995

Executive Secretary – Office of the

President

Performed Executive Secretary function to the Special Assistant to the President.

Organized and coordinated various University functions, including awards granted to prominent personalities in politics and business sectors.

Other functions include recording minutes of the meeting of the President’s Council and Signum Meriti Council.

O & Z Graphics Corporation Palanan St., Makati City

August 1988 – July 1991

Secretary/Clerk, Working Student

Provided Secretarial/Clerical support to the Personnel Manager.

Skills and Proficiency

Excellent Customer Service

Languages: Filipino, English, Basic Spanish and Sign Language

Computer Literacy:

•Troubleshooting hardware, software and internet-related issues Advance computer literacy in MS Office Applications Major Airline GDS:

oApollo (including Uniter Airlines Supplier Link) o Wordspan (including Northwest Airlines Supplier Link)

oSabre ( including American Airlines and Alaska Airlines Supplier Links) o Shares (including Continental Airlines Supplier Link) o Delta Airlines Supplier Link

Educational Background

De La Salle College of St.Benilde Grantee, Blessed Arnould Scholarship

Program (Full Scholar)

Bachelor of Science in Business

Management

De La Salle College of St.Benilde Grantee, Certificate Program

Scholarship

Certificate Program on Sign Language for the Deaf and Mute

Instituto Cervantes

Basic and Conversational Spanish

Resource Speaker:

“One Minute Manager”

PERMANA Class, DLS-CSB

Taft Avenue, Manila

September 2008

“The Story Behind Call Centers”

Business Administration Office

Administration Department

AdamsonUniversity

October 2008

References available upon request.

Contact this candidate