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: ac93jd@r.postjobfree.com

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

Contact this candidate