Manager Customer Service
Resume:
PATRICIA MAY SOBISOL-HERNANDEZ
Blk-** Lot-** Angelica Drive, Road 44 Robinsons Homes East
Brgy. San Jose, Antipolo City 1870
Mobile Number: 097*-******* / 091*-*******
EDUCATION
Travel & Tourism
Cora Doloroso Career Center, Cubao, Quezon City
1995-1997
WORK EXPERIENCE
July 18, 2009 to January 12, 2010 Peer Coach / Trainer
JP Morgan Chase Bank- Chase Claims Dept.
Global City, Taguig City
Handles a team of 5 to 10 people
Assists in their training and attends to queries regarding how to handle customer calls
Takes escalated calls whenever customers ask for one
Responsible for accomplishing their production report file while in training at the production floor
Responsible for coaching and briefing CSRs after every shift to assure that all calls are handled properly and that all claims created are submitted and taken cared of correctly for customers satisfactions.
September 2, 2008 to July 17, 2009 Customer Service Representative (CSR)
ICT Marketing Services, Inc.- Chase Claims Dept.
Unionbank Bldg., Ortigas Center, Pasig City
Responsible for filing the proper claim scenario based on customer's complaint regarding their account with the bank .
Responsible for answering all queries of customers regarding their account with the bank.
Responsible for discussing to customers their transaction histories to assure that all the purchases made on their card are theirs and not fraudulently made.
Responsible for making sure that all customers are satisfied with each and every call that they make to us.
March 2007 to July 2008 Operations Manager
CDI Creditcard Link, AIG Accredited Agency
L & F Building, Aguirre St.
Makati City
Prepares Payroll Report (New Hires, Resignation, AWOL)
Prepares reports submitted to our main office of accreditation
Handles employment verification
Handles other tasks assigned from time to time
In-charge of trainings of team leaders and unit managers regarding new products
Responsible for functions in Office Administration, HR and finance.
Assists in Handling employee queries about payroll.
Assists in recruiting by conducting final interview.
Handles compensations and benefits.
June 2006 to March 2007 Operations Manager
PR Primecards Mktg. Services, SCB Accredited Agency
26/f Orient Square Building, Emerald Ave.
Ortigas Center, Pasig City
Prepares Payroll Report (New Hires, Resignation, AWOL)
Prepares reports submitted to our main office of accreditation
Handles employment verification
Handles other tasks assigned from time to time
In-charge of trainings of team leaders and unit managers regarding new products
Responsible for functions in Office Administration, HR and finance.
Handles employee queries about payroll.
Assists in recruiting by conducting qualifying exam and final interview.
Prepares and manages employee files.
Handles compensations and benefits.
Conducts job offer
Responsible for doing the daily time record of each employee.
Handles computation of the salary.
September 2004 to May 2006 Unit Manager, Acquisitions and Portfolio Action
Carta D' Internazionale, Citibank Accredited Agency
7/f Citibank,. Libis Q.C. And Raffles Bldg., Emerald Ave.
Ortigas Center, Pasig City
Prepares reports submitted to our main office of accreditation
Handles other tasks assigned from time to time
Assists in recruiting by conducting the exam and initial interview.
Assists teammates when team leader is not available.
Takes escalated calls when customers requests for a supervisor.
In charge of manning the team when the team leader is not available.
Tasked to buddy up agents with other agents to evaluate the call and do some coaching.
March 2003 to August 2004 Agency Manager
PH Cardspro, Standard Chartered Bank accredited agency
Strata 100, Ortigas Ctr., Pasig City
Handles and supervises everything regarding concerns of the whole agency.
Prepares Payroll Report (New Hires, Resignation, AWOL)
Prepares reports submitted to our main office of accreditation.
Handles Employment Verification
In-charge of trainings of team leaders and unit managers regarding new products
Assists in handling employee queries about payroll.
Assists in recruiting by conducting the final interview.
Designs attractive compensation and benefits for agents.
PERSONAL INFORMATION
Membership in Organizations
CDCC Travel & Tourism Alumni Association, Board Member, present
CDCC Travel & Tourism Student Council, Vice Chairman, 1995-1997
Knowledge / Skills:
Has Call Center Experience
Experienced in Recruiting or HR frunctions
Good verbal and written communication skills
Strong people skils – able to relate with people at all levels of the organizations
Good organizational skills, time management skills and cpacity of multi-tasking
Strong attention to details
Takes direction well but can wqork with minimal supervision
Can be trusted with highly confidential or sensitive informationS
REFERENCES: Available upon request
Contact this candidate