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Customer Service Manager

Lahug, Cebu City, 6000, Philippines
June 25, 2018

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Goal-oriented individual

seeking position as a Team

Manager in order to apply

leadership and management

skills to motivate team

members and increase


April Dublin-Ortiz


Mabolo Garden Flat Tres

Broces St. Mabolo Cebu City



Above average

communication and

problem-solving skills

Good time management


Computer Literate

(Microsoft Word, Excel,

Power Point and Internet)

Manual Reservation and

automated ticketing

Strong interpersonal skills

Active listener

Work well under pressure


Contact Information

Work Experience

Maintained QA standards for staff, ensured calls were compliant with firm standards, escalated issues as needed, and maintained communication with customers and management teams.

Analysed team and individual statistics; prepared reports; devised and implemented incentive programs to improve metrics while maintaining Quality.

Created a guideline for mentors, who aided individuals in making the transition from the classroom to the phones.

Sept 2017 – May 2018 Tele-Centre Services Pte. Ltd – Customer Service Team Manager Aug 2014 – Aug 2016

NCS Pte. Ltd. – Customer Relationship Manager

Lead and manage a team of thirty-three desktop support engineers.

Conduct regular customer visits and manage staff to counsel and support the personnel.

Plan, assign and monitor work tasks for optimum team efficiency.

Ensure that client and provider issues are dealt with in a timely manner.

Nov 2013 – May 2014 Invisys Pte. Ltd. – Sales Executive

Assess clients needs and tailor housing options to be presented according to the assessment.

Discuss housing options with clients and assist them in determining convenient payment schemes suitable to their financial capacity and lifestyle.

Jul 2012 – May 2013 DBS Bank – Customer Service Executive

Assists clients over the phone with their queries and resolve product or service problems.

Identify cross-sell opportunities during customer interaction by answering product and service questions and suggesting information about other products and services.

Contribute to team effort by accomplishing related results as needed.

Dec 2010 – Jul 2012 Starhub – Customer Service Executive

Provide assistance to clients about promotional and service packages queries and complaints.

Handle inquiries on billing, subscription plan change, transfer and termination, and service upgrade.

Provide technical support for modems and phones


Bachelor of Science in

Tourism & Travel Management

Royal Christian College,

Cebu Philippines, 2001-2006




Work Experience

Apr 2009 – Mar 2010 Sprint Nextel(Convergys) – Customer Service Representative

Interact with customers to provide answers to inquiries involving a company’s product or services.

Provide technical advice for troubleshooting and assists clients in escalating problems to senior technical or product supplier. Sep 2006 – Feb 2009 Aegis People Support – Customer Service Representative

Provide information to clients about their bank account.

Prepare average call handling report by collating and analyzing the team’s call handling time and submit for supervisor’s review.

Assist in training and development of junior staff by providing direct and timely feedback and acting as a coach and mentor.

Identify cross-sell opportunities during customer interaction by answering product and service questions and suggesting information about other products and services.

Nov 2005 – Feb 2006 Air Philippines Corporation – Reservation Agent

Process manual and automated ticketing using Pacer System

Manage ticket bookings and reservations using Gabriel and Pacer System

Promote new products and services.

Market products and services to different beauty and wellness establishments.

Manage and follow up product deliveries to ensure shipments are received.

Train and mentor junior sales personnel before they are sent to field work.

Top 3 - Max Achievement

award for the month of

June 2007, Aegis People


Top in sales for the

month of September

2007, Aegis People


Top performer Award for

the month of July 2008,

Aegis People Support

Gold Award Group

Enterprise for the month

of March 22, 2016, NCS

Pte. Ltd.

Uplifting Service

Champion, NCS Pte. Ltd.

Available upon request

Contact this candidate