Customer Service Support

LOURIZ DEE L. OPIANA

Contact No. : 092*-***-****

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

Home Address : Gold Loop Towers, Escriva Drive, Brgy. San Antonio, Pasig City

Team Leader

Sutherland Global Services,

2F BPO Building Embarcadero de Legazpi, Port Area, Victory Village Legazpi City

Lazada PH - Customer Service

August 2015 – July 2017

Lazada PH - Merchant Support

July 2017 – April 2019

-Monitor team performance by goal planning, process adherence, daily reviews and review of the KPI’s.

-Communicate effectively to management, and the clients as necessary, any operational trends that have been a positive or negative impact to our ability to ensure the operational objectives are met.

-Create recommendations for the actions and appropriate changes as a result of those trends.

-Develop consultants by coaching/feedback and provide ongoing training.

-Schedule and conduct team meetings and provide constant communication on product and policy updates.

-Create and support programs that support employee engagement.

-Partner with HR in disciplinary issues with consultants including and up to termination recommendations.

-Support consultants by providing floor assistance and answer questions which also helps the Service Level

-Take top level customer escalation to provide product, administrative and issue resolution.

-Manage time and attendance, make sure employees are accurately paid and leaves are filed/approved on time.

-Partner with clients and back office located offsite, escalated calls and real time process updates.

Subject Matter Expert

Hughes.Net - Technical and Billing Support

Sutherland Global Services,

2F BPO Building Embarcadero de Legazpi, Port Area, Victory Village Legazpi City

January 2015 – August 2015

- Take attendance daily and monitor employee breaks and lunches.

- Update and distribute the schedules daily to reflect schedule adjustments made by the management team.

- Fill staffing holes as necessary.

- Be available to the employee to answer any program related questions and to handle calls that escalate to a management level.

- Communicate and ensure that each employee is aware and understands any client or company update.

- Manage incentives to ensure that the agents are aware, understand, and motivated so they can be productive and successful.

- Maintain proficiency on Call Center programs by participating in new training and regularly handling calls on existing programs per standard.

- Be a positive role model for all employees and exhibit professional behavior at all times while on the floor.

- Perform other duties as assigned.

Associate

Hughes.Net - Technical and Billing Support

Sutherland Global Services,

2F BPO Building Embarcadero de Legazpi, Port Area, Victory Village Legazpi City

May 2013 – December 2014

- Take inbound calls and answer customer service issues regarding billing.

- Handle customers with product information and troubleshooting instructions.

- Process customer returns / exchanges / refunds and other concerns.

- Complete customer callbacks and follow up on escalated concerns and customer requests.

Civil Service Eligibility Passer (Professional) – March 2017

Tertiary : BS in Information Technology SY 2009-2013

Bicol University

Secondary : St. Benedict’s Academy SY 2005-2009

Primary : St. Benedict’s Academy SY 1999-2005

PERSONAL INFORMATION

Date of Birth : October 19, 1992

Age : 26

Civil Status : Single

Character references will be provided upon request.

I hereby attest that the above information is true and correct to the best of my knowledge, and that any misrepresentation will be a definite ground for non-employment.

Louriz Dee L. Opiana

Applicant

WORK EXPERIENCE

ELIGIBITY

EDUCATION BACKGROUND

PERSONAL INFORMATION

CHARACTER REFERENCE

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