Customer Service Manager

Manilyn Garcia Belloan-Chee

Linked In profile: https://www.linkedin.com/in/manilynbelloan

SCHOLASTIC RECORD

Bachelor of Science in Information Technology

Technological Institute of the Philippines

Quezon City

2004-2008

WORK EXPERIENCE

PSG Global Solutions: June 1 2015 – May 2018

14th Floor, 6805 Multinational Bancorporation Centre Ayala Avenue, Makati City

Talent Acquisition/Level 2 Senior Recruiter/Point of Contact/Recruiting Team Manager Nominee

Sourcing candidates resume using job boards, depending on the opportunity that we have open.

Screen applicants if the resume is matching to the needs of the clients.

Call the applicants to make sure that the resume is still updated and to ask further question in line to the opportunity.

Conducts phone interviews to pre-screen candidates, verifying their qualifications, availability and compensation requirements; documents these interviews

Sets up interviews between candidates and hiring managers

Is involved in recruiting passive candidates, through phone calls, emails and general relationship-building.

Keeping track of the records for future opportunities and validation purposes.

Send End of day report to make sure that the productivity is being met or even exceeded that day.

Makes recommendations on additional candidate pools and recruiting techniques, after evaluating market conditions.

Full Cycle Recruiting

Handling client calls when needed

Manages the team in the absence of the Manager

Undergone Recruitment Management Training

Convergys-Megamall – Aug 2014-May 30 2015

EDSA corner J. Vargas Avenue, Mandaluyong City,, 1860

Level II Technical Support

Provided troubleshooting steps to the customer that is having issues on the internet(wired/wireless)

Created documentation every call to make sure that the conversation is being recorded.

Provided adjustments for no service

Upgraded of internet speed as requested by the customer

Provided ownership of the call and ask all possible question that can possibly lead the customer to call back for the next 3 days.

Concentrix, Philippines. (formerly IBM Daksh) : Aug 2010 – Aug 2014

17 SAN MIGUEL AVENUE, ORTIGAS CENTER, Pasig

Mentor (1 year and 8 months)

Took care of quality monitoring’s of the agents

Buddy up sessions first hour of the shift

Handled admin task, like listening to the calls while observing the mark downs.

Coached the agent every after call to see improvement on the agents next call

Extracted reports like average handling time and Customer Satisfaction scores.

Floor walks during the shift

Web support Specialist

Handled booking for international and domestic flights.

Provided flight status and information to the customer.

Created frequent flyer cards to customer.

Rebooked flights if it’s being delayed or cancelled because of irregular operations (storm).

Assisted customer with the website error

SPI Global Solutions (formerly Infocom Technologies): April 2008 – Aug 25 2010

6th Floor, LV Locsin Bldg., 6752 Ayala cor. Makati Avenues Makati 1200, Philippines

Customer Service Representative

Answered billing inquires and complaints

Handled adjustments if necessary

Reconnect the disconnected service due to non-pay

Processed for service request for installation of phone, phone and internet and just internet

Added of additional services on the existing account

Requested for resending of Statement of account if the customer have not receive one

SKILLS

Excellent oral and written communication skills in English

Excellent interpersonal relations

Excellent organizational and multitasking abilities

Motivated and skills-oriented

Creative and hardworking

Knowledge in computer networking and internet

Computer Literacy (Windows Environment)

Knowledge in office administration

Sales, Listening, Marketing and Team work skills.

Problem-solving skills

Negotiation skills for recruitment.

Target Driven

Good at multi tasking

Building candidate relationship

Time management

Contact this candidate