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Customer Service Representative

Pasig, Pasig, Philippines
May 27, 2019

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Ana Paula Almeida

One oasis Cond. Pasig City, Metro Manila


A proven and passionate contact center, customer service and business process outsourcing professional with 8+ years of full service operations, sales and relationship experience in progressively roles focused on BPO services, telecommunications sectors and HR translator and Portuguese teacher.

HR research analyst – General Motors

Capture, analyze, and report HR trends. keeping employees and managers informed on the status of queries, issues, and concerns. Look for ways to improve HR policies and standards.

2nd TL of Brazil team.

Service Request Coordinator – Level 1 Technical – UNILEVER

Acting as Single Point of Contact and Service Matter Expert of the Request Management,

Monitoring and leading the daily operation of the team,

Preparing daily/weekly and monthly reports for the management and for the client,

Handling incoming escalations,

Handling incoming requests,

Analysing Customer Satisfaction Surveys – and call-backs

Ensuring the continuous trainings for the team about the new processes, globally (LATAM – Brazil and Colombia)

- Process improvement activity : raising process gaps and providing possible solutions

- Prepare training material and provide training for Resolvers, Customer engineers

Credit specialist I – Ingram Micro – August 2014 to November 2015

Analyze financial information and prepare financial reports to determine or maintain record of assets, liabilities, profit and loss, tax liability, or other financial activities within an organization.

Ccollaboration with the Client Advisor, or Credit Advisor, may act as an additional contact to the client.

Create modules and Portuguese trainings for BPO agents that needs to learn the language.

Assessment of the students (grammar, oral and understanding).

HR – SAP February 2014 to Aug 2014

Recruitment, learning and HR process for Americas Region.

Creates cases for SAP Retirees so that Pension Team will resolve the inquiry and submit it in a timely manner.

Coordinates with Tier 2 to have a further research on Payroll Inquiry such as pay disputes, tax issues and deductions for SAP active employees.

Communicates with the SAP Health Benefits Service Center about health insurance and other benefits for SAP active, former employees and retirees.

Portuguese Multilingual Analyst – Technical support


February 2013 – February 2014 – Gateway, Cubao

• Answers emails and calls regarding Technical queries (VOIP – NOKIA)

• Translations from Portuguese to English vice versa

• Handles escalations and Technical ASV - SAP

HR Administrator - Recruitment and Learning (Spanish - Portuguese)

Henkel Asia Pacific Service Centre

May 2011 – Augusto 2012 Makati City, Philippines

• Serves as the main point person and liaison in facilitating the Recruitment and Learning processes and activities of Henkel sites and facilities within the Brazil and Centro America region – mainland Mexico, Guatemala, Costa Rica and Jamaica. Coordinate with Brazil and Centro America counterparts, HR community, hiring managers, local providers (like trainer, hotels, and other suppliers), and business units in all aspects of the Recruitment and Learning process.

• Ensure that the learning management system holds the latest and accurate information through regular/religious data updating and quality check.

• Work and build positive relations with providers like trainers, hotels, and other suppliers.

• Participate in regular team activities.

• Post job advertisement on internal and external channels and conduct quality check on jobs being posted to enforce compliance in the global corporate branding policy.

• Communicate with internal and external candidates regarding interview schedules, testing, job offer, hiring, rejection and general inquiries.

• Monitor the recruitment and learning flow and identify deviations to ensure compliance in Henkel’s global recruitment policy in the region.

• Maintain high level of accuracy, confidentiality and integrity in Henkel global candidate database, communication tools and tracking system.

• Recommends on creating new innovative strategies and procedures to Global counterparts in conducting recruitment and learning.

Portuguese Professor

Berlitz Language School

March 2012 – March 2013 Makati

• Develop lesson plans according to student’s current level while supervising student's performance

• Review important points from previous lessons, and prepare students for their end of term exams

• Teach and test student’s vocabulary, listening, written and communication skills.

Customer Service Representative (Spanish - Portuguese)


October 2009 – May 2011 – Ortigas, Pasig City

• Interact with customers to provide information in response to inquiries about products and services and resolve complaints.

• Receives customers' requests by telephone, analyzes requests, provides information requested or ascertains who best can provide the information, and routes the request to the proper person.

• Analyzes transactions, corrects records, and adjusts errors.

• Resolves customer questions / inquiry related to their issues.

• Have knowledge of product line, turnaround time, various marketing promotional services, and similar data, as required.

• Performs other allied duties as assigned by supervisor.

Directory Assistant (Spanish and Portuguese)

Johnson’s Control - Makati

August 2008 – December 2009 Makati City

• Take customer calls for directory assistance (yellow page, residential and government search) and enhanced services (call completion, map navigation and directions assistance, weather forecast, movie listings, emergency service, hotel reservations, etc.).

• Listen to customer requests, referring to alphabetical or geographical directories to answer questions and provide telephone information.

• Suggest and check alternate spellings, locations, and/or listing formats to customers lacking details or complete information.

• Offer special assistance to persons such as those who are unable to dial or who are in emergency situations.

• Operate telephone switchboards and systems to advance and complete connections, including

Customer Service Representative (Spanish and Portuguese)

Telextreme Inc.

October 2004 – October 2007 Makati

• Interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints.

• Monitors and assigns work to Customer Service Representatives, while performing all the tasks of a Customer Service Representative.

• Trains, explains tasks, and assists in the solution of problems.

• Receives customers' requests by telephone or mail, analyzes requests, provides information requested or ascertains who best can provide the information, and routes the request to the proper person.

• Analyzes transactions, corrects records, and adjusts errors.

• Traces status of orders through Expediting Department.

• Resolves customer questions related to orders, takes orders as needed.

• Maintains liaison with other departments for order completion.

• Writes up order, mails catalog, samples, price quotations, and similar data to customer, as required.

• Responds to customers' requests via telephone or mail, using personal computer when necessary.

• Have knowledge of product line, prices, delivery time, drop ship items, various marketing promotional services, and similar data, as required.

• Prepares and forwards preliminary paperwork to Returns and Replacements on problem orders and gifts not received.

• Performs other allied duties as assigned by supervisor.


I am an aspiring hyper polyglot pursuing a career working with foreign languages and translation/ interpretation. My objective is to succeed in an environment based on growth and excellence and earn a job which provides me with satisfaction, as well as self development, and help me achieve personal and organization goals.

Obtain a career where I can maximize my multilayer of management skills, quality assurance expertise, business development aptitude, training proficiency, client service and satisfaction competency, and a thriving legacy in the company by utilizing my skills and comprehensions

Summary of Qualification

Result-oriented, high-energy, hands-on professional with successful accomplishments in advertising, multimedia marketing, and in BPO industry


Bachelor of history – UNEB campus IV – Brazil

Portuguese teacher (Native)

Permanent Resident in the Philippines– Filipino Husband

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