Customer service Receptionist
Resume:
EXPERIENCED, ORGANIZED, POSITIVE ATTITUDE, MOTIVATED AND TEAM PLAYER
BANK TELLER 10 YEARS, CSR SECRETARY DOHA 4 YEARS, CSR/SME 4 YEARS MS WORD, EXCEL, POWERPOINT AND OTHER OFFICE RELATED SOFTWARE SPECIAL TRAININGS/SEMINARS ATTENDED
REFERENCES
Michelle Subastil
Associate Manager
HCL Technologies Philippines Inc.
(DIRECT ENERGY)
Mobile no. +639*********
K.K. Usman
Managing Director
AL RAWABI GROUP OF
COMPANIES W.L.L.
Grand Shopping Center
Doha Qatar
Office no. +974-****-****
Mobile no. +974-****-****
Catherine L. Zotomayor
Manager
Bank of the Philippine Islands
Mobile no. +639*********
Ruby Anne Bernales Asuncion
Manager
Bank of the Philippine Islands
Mobile no. +639*********
SUCCESS LEADERSHIP PROGRAM
COLLECTIVE BARGAINING AGREEMENT
ENTREPRENEURSHIP
EXPORT PROCESS
PERSONALITY DEVELOPMENT
GLOBAL MARKETING COMMUNICATION TRENDS
STRATEGIES FOR BUSINESS SUCCESS
ANTI MONEY LAUNDERING ACT
BPI DELIGHTFUL CUSTOMER’S BRANCH EXPERIENCE 101
BPI TELLER’S CERTIFICATION TRAINING
BPI WOW CUSTOMER EXPERIENCE WORKSHOP
BPI SERVICE QUALITY IN ACTION WORKSHOP
BPI LOW COUNTER CERTIFICATION PROGRAM
BPI CUSTOMER RELATIONSHIP MANAGEMENT
BPI WOW ROLL OUT
BPI PROFESSIONAL ENHANCEMENT PROGRAM
BPI UNIT INVESTMENT TRUST FUND CERTIFICATION PROGRAM BPI SELF SERVICE BANKING CERTIFICATION PROGRAM
BPI BASIC BANK ACCOUNTING
BPI SELLING SKILLS WORKSHOP
DECEMBER 07 1996
MARCH 06 1997
JULY 14 1997
SEPTEMBER 17 1997
AUGUST 21 2004
FEBRUARY 19 1998
FEBRUARY 25 1998
AUGUST 21 2004
MAY 14 2005
JULY 07 2007
MARCH 04 2007
MAY 16 2007
MAY 28-31 2007
JUNE 18-19 2007
APRIL 26 2007
NOV 11 2007
MAY 13 2008
MAY 19 2008
JUNE 10 2008
JUNE 22 2008
PERSONAL INFO
Unit 260, 1st Floor, Villa No 11
Al Sinan St, New Al Ghanim
Doha State of Qatar
Mobile: (974-****-****
Tel. No. (974-****-****
Email: ************@*****.***
Nationality: Filipino
Birthdate: October 20, 1977
Gender: Female
Visa: Working
St Paul University Manila
Manila, Philippines
June 1994 - March 1998
BS Commerce Major in Marketing
St. Joseph’s Academy
June 1990 – March 1994
Las PiñasCity, Philippines
EDUCATION
“To find a challenging job that will meet my competencies, skills and abilities that will contribute to your company.” PROFESSIONAL EXPERIENCE
Bank of the Philippine Islands
6768 Ayala Avenue
Makati city 1226
CSR/Teller
May 1998 to October 2008
AL RAWABI GROUP OF COMPANIES W.L.L.
Grand Shopping Center – Doha Qatar
Local Agency – Crown Overseas Placement Inc.
Customer Service Receptionist/Secretary
November 2009 to April 2013
HCL Technologies Philippines Inc.
6th Floor Science Hub Tower 3
Campus Ave., Corner Turin Street,
Mckinley Hill Cyberpark,
Fort Bonifacio, Taguig City 1634
Customer Service Executive/CSG/IRG/SME
March 2015 to June 2019
MARLYN REYES CANESO
JOB DESCRIPTIONS
HCL PHILIPPINES INC. (Direct Energy)
July 2017 to June 2019 SUBJECT MATTER EXPERT
HCL TECHNOLOGIES DIRECT ENERGY ALBERTA
• Handles complaints calls from customer and calls escalated by Tier 1 support agents to satisfaction.
• Development training to the floor with focus on continuous improvement.
• Support the individuals providing real time support to achieve metrics pertaining to issue resolution/CSAT.
• Analyze variation in floor performance, take improvement actions wherever required and track improvement.
• Prepares reports for the team lead to analyze performance of the individuals.
• Review, assess and identify process and training needs to provide staff with necessary skills and knowledge
• Identify and recommend operational and technological tools to improve efficiency HCL PHILIPPINES INC. (Direct Energy)
August 2016 to July 2017 CSG/ ISSUE RESOLUTION GROUP HCL TECHNOLOGIES DIRECT ENERGY ALBERTA
• Responsible for solving issues on incoming correspondence such as email, mail, web inquiries and fax. Filters all issues and assign it to the correct department who handles the concern.
• Process escalated issues or concerns for Tier 2 system errors and complaints such as enrollment corrections, missing invoices, escalated billing issue and escalated customer complaints.
• Handles complaints calls from customer and calls escalated by Tier 1 support agents to satisfaction.
• Assist in developing and implementing quality standards and process to access team’s performance
• Assist in the design and implementation of quality programs
• Work in a collaborative manner to maintain an effective relationship with all stakeholder groups. HCL PHILIPPINES INC. (Direct Energy)
March, 2015 to August 2016 CUSTOMER SERVICE EXECUTIVE HCL TECHNOLOGIES DIRECT ENERGY ALBERTA
• Handling basic account information update/inquiry, enrollment requests and bill inquiries/disputes and soft collections activities through inbound and outbound phone calls. GRAND SHOPPING CENTER DOHA QATAR
November 2009 to April 2013 CUSTOMER SERVICE RECEPTIONIST / SECRETARY
• Respond to all customer inquiries regarding promotions and special offers of the hypermarket
• Receive, direct and relay telephone messages of customers and suppliers.
• Establishes policies by entering client information.
• Attends to all customer’s services needs such as promotional booklets, coupons, baggage claims and deposits, gift wrapping services and other related needs.
• Assist and performs other related duties as cashier in selling phone cards, cigarettes and other products of the hypermarket.
• Worked as secretary of the Managing Director of the company, responsible for his correspondence letter requests and assisting him with his meetings and appointments with different business partners and suppliers of hypermarket. EXPERIENCED, ORGANIZED, POSITIVE ATTITUDE, MOTIVATED AND TEAM PLAYER BANK TELLER 10 YEARS, CSR SECRETARY DOHA 4 YEARS, CSR/SME 4 YEARS MS WORD, EXCEL, POWERPOINT AND OTHER OFFICE RELATED SOFTWARE SUMMARY OF QUALIFICATIONS
Ten (10) years experience as Customer Service Representative / Teller in one of the top banks in the Philippines. Four (4) years experience as Customer Service Receptionist /Secretary in Doha Qatar. Four (4) years experience as Customer Service Executive /Subject Matter Expert in Call Center Industry (BPO).
“To find a challenging job that will meet my competencies, skills and abilities that will contribute to your company.” JOB DESCRIPTIONS
LOW COUNTER/CSR - BPI
• Process account opening of the various products of the bank such as but not limited to Savings account, checking account and time deposits and explaining its benefits to the client.
• Offer and process enrolment to the alternative channels of the bank such as but not limited to express phone, check-free payment, express online and mobile banking.
• Act as co-custodian for re-ordered check books. Inform clients of its availability and send letters to clients whose checks were received by representative.
• Facilitate payments of incoming telegraphic transfers and preparation of outgoing telegraphic transfers.
• Daily processing of CBGFX and processing of sale of US dollar notes.
• Act as UNIPRO to lessen lobby traffic on high counter.
• Facilitate the sale, issuance and balancing of Manager’s check and its settlement account.
• Help in generating referrals, consolidate and cross-sell to existing clients by offering the various consumer products and services.
• Perform all and other related functions that may be assigned from time to time. HIGH COUNTER/TELLER – BPI
• Process cash/check deposits and payments for all bank products and services
• Signature verify and disburse payments for loan proceeds and placement, check encashment and withdrawals within prescribed limits.
• Secure approval on all transactions requiring officer’s approval.
• Post online transactions accurately and accommodate transaction updating.
• Entertain and immediately act upon all customer’s needs and complaints.
• Accept and process collection of out-of-town checks for both peso and dollar.
• Accept and process bills purchase, special bank receipt payroll, SBA, BIR, loans, manager’s checks (MCs), FCDU transactions and safety deposit boxes (SDB) payments
• Effect and post debit/credit memos.
• Account for, verify, and post ATM deposits.
• Process incoming and outgoing FX telegraphic transfers and demand drafts.\Verify authenticity of notes received.
• Stamp “PAID or NON NEGOTIABLE” on documents and ensure BRSTN and account number are written at the back of the checks.
• Encodes and validates over the counter transactions.
• Prepares proof sheet of cash transactions for the day.
• Sorts and bundles bills per denomination and appearance (clean, fit, dirty, unfit, mutilated).
• Assist sundries in updating client’s signature. Identification of suspicious transaction under Anti Money Laundering Law and report to immediate superior. Marlyn Reyes Caneso
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