Customer Service Manager
Resume:
FRANCIS JASON INFANTE
Customer Service Specialist
GE Capital
Retail Finance
B 30 L 10 West Magnolia st. Evergreen County
Mamplasan, Binan, Laguna, Philippines 4024
Emai : ***********@*******.***
Mobile number: 091********
Professional Experience:
Customer Service Representative
GE Capital Retail Finance
March 2013 – Present
Job Description:
Trained to handle inbound calls from our cardholders and clients. Duties performed include everything from simple requests such as the balance on an
account or the change of an address to more complex issues such as billing disputes. The position also involves the ability to cross sell or offer value-
added solutions to our customers to increase revenue and build brand loyalty. Each call provides you with a new challenge and the opportunity to
exceed the expectations of our customers and clients
Team Manager (Sales)
Stream Global Services
July 2011 - January 2013
Job Description:
Responsible for the daily one-on-one supervision and management of all Support Professionals on assigned team, typically a minimum of 12 direct
reports. Ensures service delivered to our customers meets contractual Key Performance Indicator ('KPIs') obligations of our clients through the
management of operational activity of the team. Under the direction of the Service Delivery Manager, the Team Manager implements systems and
processes to achieve client-specified metrics while providing development opportunities to our Support Professionals.
Sales Coach
Stream Global Services
November 2010 - July 2011
Job Description:
Manages employees during training to ensure Support Professionals meet competency development goals, attendance requirements, overall
performance standards. Possesses the ability to deliver a diverse set of educational programs including technical, soft skill and systems education.
Responsible for the development, and delivery of client focused training to address the new hire, product update and recursive training requirements of
Stream's Support Professionals. Develop curriculum that will help in understanding different aspects of policies, procedures, systems, or skills requiring
instruction.
Customer Sales Professional Level 2
Stream Global Services
July 2008 - July 2011 (Telecom Provider)
Job Description:
Receives calls with the objective of handling customer inquiries, problem solving and promoting the sale of products and/or services while providing
exceptional customer service. Meeting a sales goal, quota or specific attainment percentage will be required. This position involves ongoing coaching
and on the job training. The primary function of the position is providing customer service and promoting sales on every call.
Customer Sales Professional Level 1
Stream Global Services
November 2007 - July 2008 (Telecom Provider)
Customer Service Professional Level 1
Stream Global Services
January 2007 - November 2007 (Telecom Provider)
Job Description:
This position is responsible for providing problem resolution and world class customer experiences for incoming service inquiries which are basic or
routine. May answer inquiries, solve problems, and perform limited troubleshooting using provided scripting and published materials.
Customer Service Professional (Contractual)
Stream Global Services
October 2006 - January 2007 (Financial Account)
Seminars and Training Attended:
Sprint Coach Certification Stream Global Services
December 2012
Career Development Training Stream Global Services
November 2012
iLead, iCoach, iCare (Leadership Conference) Stream Global Services
September 2012
Fishbone Analysis, 5 Why’s Analysis, Cause-Effect Analysis Stream Global Services
Skill-Will Matrix Analysis, Pareto Analysis Refresher February 2012
Frontline Leadership Refresher Stream Global Services
February 2012
Fishbone Analysis, 5 Why’s Analysis, Cause-Effect Analysis Stream Global Services
Skill-Will Matrix Analysis, Pareto Analysis November 2010
Frontline Leadership Stream Global Services
November 2010
Leading the Etelecare Way (Fundamentals of Coaching) Stream Global Services
November 2009
Educational Attainment:
Primary : Saint Anthony School of Biñan
April 2000
Secondary : Colegio San Agustin
April 2004
College : Mapua Institute of Technology
Bachelor of Science in Electronics.Communication Engineering (undergraduate)
July 2004 - December 2004
Dela Salle University Dasmarinas
Bachelor of Science in Business Administration major in Management (undergraduate)
June 2005 - April 2006
Character Reference:
Jean Carlyn De Guzman : Customer Service Manager
GE Capital Retail Finance
+63 2 792 2608
Francine Melgar : Senior Team Manager
Stream Global Services
John Dexter Javier : Senior Team Manager
Stream Global Services
Joanna Paloma : Senior Service Delivery Manager
Stream Global Services
Contact this candidate