Customer Service Representative

Leila Tolentino Tamayo

***B Greenville Homes Subdivision Bayanihan St.

Baesa, Caloocan City

Mobile: (632)917-***-****

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

PERSONAL SUMMARY

Experienced working at Business Process Outsourcing Industry for the past 10yrs and 9mnths.

Establish learning environments which meet physical, emotional, intellectual, social and creative

need in a call center industry. Proficient in both oral and written in English.

Computer Literate. Able to cope with heavy workload and willing to work longer hours.

EDUCATION

1997 – 2001 Bachelor of Science in Tourism

Lyceum of the Philippines

Intramuros, Manila

WORK EXPERIENCE

Technical Support Representative (Telecom, New Zealand)

Teletech (February, 2012 – June, 2014)

Levels 1 and 2, Robinsons Nova Market

Quirino Highway, Quezon City, Philippines

• Maintains and administers customer account database through system tool.

• Provides answers to clients by identifying problems; researching answers; guiding client through

corrective steps.

• Explains and assists customers in basic troubleshooting for phone lines and mobile phones.

• Participates in development of client training programs by identifying learning issues;

recommending instructional language.

• Accommodates client disabilities by recommending devices and techniques.

• Follow up and make scheduled call backs to customers where necessary

• Schedules appointments between customers and New Zealand based technicians for phone line

repairs.

• Stay current with system information, changes and updates.

• Assist customer on their issue pertaining to network or device issues .

Customer Service Representative (‘Yes Optus) 24/7

Customer (October, 2009 – April, 2011)

7th flr. Insular Life Bldg. Ayala

Avenue, Makati City, Philippines

• Responsible for educating Australian based customer on the detailed product information.

• Attracts potential customers by answering product and service questions; suggesting information

about other products and services.

• Opens customer accounts by recording account information .

• Maintains customer records by updating account information.

• Resolves product or service problems by clarifying the customer's complaint; determining the

cause of the problem; selecting and explaining the best solution to solve the problem; expediting

correction or adjustment; following up to ensure resolution.

• Recommends potential products or services to management by collecting customer information

and analyzing customer needs.

Technical Support Representative (MCI)

Sykes Asia Inc. (September, 2003 – August, 2009)

25th flr. Robinson Summit Bldg.

Ayala Avenue, Makati City, Philippines

• Maintains and administers customer account database through system tool.

• Gather customer’s information and determine the issue by evaluating and analyzing the

symptoms.

• Explains and assists customers in basic troubleshooting of phone lines (features and unit issues).

• Schedules appointments between customers and US based technicians for phone line repair.

• Identify and escalate priority issues per Client specifications;

• Interact with customers to provide and process information in response to inquiries, concerns,

and requests about products and services.

• Follow standard processes and procedures.

• Utilizes knowledge and system resources to walkthrough customers and verify symptoms and

issues.

• Deliver service and support to end-users using and operating automated call distribution phone

software, via remote connection or over the Internet.

• Accurately process and record call transactions using a computer and designated tracking

software.

• Follow up and make scheduled call backs to customers where necessary.

Contact this candidate