Customer Service Representative
Resume:
MARIEL M. ABING
Antipolo City, Philippines
Landline#: 9109743
Mobile: +639*********
Email: ******.*********@*****.***
OBJECTIVE
To be able to find an opportunity which can allow me to showcase my years
of experience in providing services like Data management and analysis.
WORK EXPERIENCE
2013/06 - Present
Freelance Virtual Assistant
. Works on projects virtually on various company such as data analysis
and research tasks
. Works on processing payment and orders via Intuit Quickbooks
. Creating monthly reports
2011/11 - 2013/05
Wine Cellar Innovations (Cincinnati, OH)
Virtual Assistant
. Daily design requests of the customer, this also includes revision of
designs of previous quotes made
. Return Merchandise Authorization and Replacements
. Creating of credits, Purchase Orders
. Approving Credit invoice vs Purchase Orders
. Monitoring of Replacement and Returns tracking status
. Create weekly reports for different departments
. Research on pricing comparison vs the competitors
. Train new Vas on tasks and be the contact person if they need
assistance
. Answers to customer queries on return, replacement and credits through
. Highly functional in MS Office and Adobe Acrobat
. Worked immensely with excel data manipulation/reporting, database
updating
2011/03 - 2011/09
McGraw-Hill Enterprises
Quality Assurance and Vendor Support
. Create/track/disseminate to stakeholders, for all roles, any metrics
reports that are in addition to those available in the current
internal system or are based on them
. Perform data analysis on the performance metrics of all roles, and
either for all calls or at a prescribed sampling rate, to be completed
after peak/during off-peak; assist with supervision of additional data
analysis tasks if required during off peak
. Transfer files to/from independent contractors (ICs) for audit/edit as
required outside of the system; post these to the company platform as
required
. Create/deliver reports with metrics for all independent contractor
work in proofing/auditing for processing of payment
. Perform additional advanced Excel tasks as required
. Assist with list management activities for coverage by various
entities both internal and external parties
. Provide communication support for external vendors and ICs, including
responding to queries and relaying information to scheduling
management for file transfers
. Liaison with team leaders and operations management to handle real
time workflow issues
2009/08- 2010/12
Maersk Global Service Centres
Performance Management Specialist
. Responsible for the generation of standard CENGSCFNA and GSCs internal
and external reportorial requirements
. Responsible for the design and creation of value-adding reports or
dashboards that will be implemented across GCSs and initiating
discussions of results with specific GSC site and F&A Manager,
Relationship Managers, BPI Manager and Process Team Leads
. Responsible for streamlining of the reporting process while maximizing
the use of system based information in producing deliverables
. Enhance visual factories in both Location & GSCs to include tracking
of progress of improvements and allowing comparisons
. Responsible for the maintenance of platform for the new reports
including its access management and the timely updates of all
scheduled reports uploaded into the specific team sites
. Responsible for the creation of a reporting schedule for all mapped
reports and ensuring its 100% compliance
. Responsible for implementation/roll out of new KPIs for both Location
& GSC sites
. Establish SAP BW expertise and provide support to stakeholders in
terms of reporting needs
. Drive innovation through proactive solutions created for Business
Units
. Ensure that business case is positive after 3 months in terms of
headcount required-released in local GSC sites
2008/11 - 2009/07
Sykes Asia Inc. - Emerson Process Management Rosemount Division
Team Leader (Europe / EMEA Support)
. Escalate issues and or provide sound recommendation to clients.
. Adhere to client's processes and procedure and company policies.
. Take pro-active responsibilities in dealing with clients
. Responds timely and accurately to the escalations of the Level 1
support
. Conduct team meetings
. Scheduling of agent day-off's and shift coverage
. Perform Quality Monitoring of agents and feedback findings (strengths,
areas of improvement)
. Monitors agents performance and updating their records on a regular
basis
. Feedback agents performance on a regular basis
. Monitors technical skills of Technical Service Representatives and
recommends additional training when needed
. Conduct training to existing and newly hired Technical Service
Representatives
. Checks email tracking databases regularly for incidents that need to
be mentored
. Plans, assigns and directs work to the team/employees in cooperation
with the supervisor
. Reports to AM/SAM.
. Continuously improve team's processes
. Perform L1 tasks like Order Entry, Order Acknowledgement, etc. when
needed.
2006/10 - 2008/11
Sykes Asia Inc. - Emerson Process Management Rosemount Division
Order Entry Administrator (Europe / EMEA Support)
. Review more complex orders for:
< Technical conformance as in valid model options and calibration
ranges.
< Commercial terms and conditions to ensure compliance to prior
agreements and Emerson Process Management established guidelines.
< Documentation and inspection requirements.
< Pricing and discount are in accordance to established
guidelines/agreements.
< Deliveries and product requirement to determine sourcing location and
need for expedites.
< Commission computation and accuracy.
. Perform accurate and timely (within the goal set by management) order
entry into Oracle 11i system to allow effective performance to
customer requirements.
. Assures all order details are accurate and in conformance with the
customer needs and factory capabilities.
. Assures orders are entered properly to communicate requirements to
other groups.
. Acts as a liaison to assure timely and efficient administration of
orders.
. Provides a highly responsive service oriented interface for the
customer and field sales.
. Resolves matters pertaining to order administration, completion and
post order activities with in-house groups, Reps/sales offices,
factories, suppliers and customers.
. Assures that the impact of change orders are appropriately
communicated and executed both internally and externally.
. Provide timely response to order enquiry such as in those for pricing,
lead-time and order status.
. Demonstrates higher order accuracy and as a result minimize unclean
orders and invoice adjustments.
. Keeps management team informed of areas of conflict that go unresolved
or may pose a threat to Emerson Process Management's relationship with
customers.
2005/03 - 2006/10
Sykes Asia Inc. - Emerson Process Management Rosemount Division
Senior TSR - Global Dispute Team (North America Support)
. Administers after-sales support by assisting counterparts in the US in
processing transactions that were disputed by their respective
customers.
. Processes Credit only, Billing only, and RMA transaction assignments
sent to Manila from the US via system tools (specified by Rosemount
NA) inside the Citrix environment - ESP Metreq, and e-mail.
. Reviews and assesses transactions in order to make sound
recommendations to sales representatives and business administrators
regarding information needed to complete a disputed transaction
. Reviews transactions accomplished by colleagues locally for quality
checking and monitoring
. Researches on history of questioned invoices in order to establish the
related processes applied for that certain invoice and ascertain its
appropriate solution Coordinates directly with clients based in
Chanhassen, MN, USA to clarify their instructions BA or ISR for
instructions, clarifications, and the like
. Accomplishes a weekly log report on the transactions processed for
periods of time
. Studies and analyzes transactions to provide valuable insight that
will help establish the Post-Sales Transactions process along with
Rosemount Customer Central (RCC) counterparts
2004/06 - 03/2005
Freelance Tutor
. Provide a general tutorial service for elementary students which
includes assistance in the student's take home assignments and giving
them review and assessment for an up-coming examinations.
2003/01- 2003/10
Quality Assurance Coordinator
INFOnxx Phils
12/F RCBC Tower II, Ayala Ave., Makati City
. Conducts daily monitoring and scoring of customer calls received by
CSR's and trainees each week in all call centers.
. Provides, on a daily basis, clear and concise feedback of CSR's
monitoring session to Team Managers to improve quality process and
overall customer satisfaction.
. Supports Call Center Operations during critical times.
. Supports the development of new quality assurance programs and quality
initiatives on an ongoing basis.
. Plans and implements methods to improve overall call and quality
standards.
2002/03 - 2003/01
Customer Service Representative
INFOnxx Phils
11/F RCBC Tower II, Ayala Avenue, Makati City
. Handle customer calls in a timely manner.
. Provide consistent, high quality service and accurate information to
customers.
. provide excellent customer service and information to customers
. Attend team and call center meetings
. Perform other related duties as assigned
2000/07-2002/01
Customer Service Representative
SMeVentures Inc.
Ortigas Center, Mandaluyong City
. Develop a functional operation process for an ecommerce business
. Handles inquiries through phone calls and emails.
. Conduct presentation of process flow to mall tenants
2000/03-2000/06
Investment Consultant
Belkin Management Consultancy Inc.
Salcedo Village, Makati City
. Handles client's investments and recruit other clients.
. Monitor the foreign currency fluctuations in order to know where to
position in the market (buying/selling)
1999/07-1999/10
Call Analyst
Nexus Technologies Inc.
Legaspi Village, Makati City
. Handle after sales calls from clients asking for technical support
regarding both hardware and software.
. Create daily schedule of engineers in each respective clients
1998/07-1998/10
Customer Service Representative
Bayantelecommunications Inc.
Roosevelt Ave., Quezon City
. Assist the subscribers with their long distance calls and answer some
inquiries about area codes and call rates.
EDUCATION
1995-1999
Bachelor of Arts Major in Economics
University of Santo Tomas
TRAINING
October 2006 November 2006 November 2008
Emerson Process Management Emerson Process Management Emerson Process Management
Product and Support Training Product and Support Training Product and Support Training
Wessling/Karlstien, Germany Madrid, Spain Rijswijk, Netherlands
April 2005
Emerson Process Management
Postsales Training
OSMA, Ortigas Center Pasig City
March 2005
Sykes Asia Inc.
Coreskills Training
Makati, Philippines
January 2003
INFOnxx Quality Call Standards
January 06 - January 29
Training for Quality Assurance Coordinators of the Company to be able to be
knowledgeable on the basis of making each call a quality one by following
company's set of standards
February 2002
INFOnxx Customer Service Training
February 19 - March 23
Week 1 - Accent Neutralization Training Week 2 - US 101 Week 3 - Customer
Service and Listening Skill Week 4 - Familiarization with the system Week 5
- On the job Training
2000
Call Center Operations Workshop(SmeVentures Inc.)
Training to enhance skills and knowledge of CSR on how to provide customer
service excellence and attain customer loyalty for company's success.
Foreign Currency Trading Training(Belkin Management)
Company's tool in order to equip investment consultants to be able to know
where to position the investments.
Customer Service Training (Qcom Inc.)
Training for the CSR of the company.
1998
Long Distance Operator Training (Bayantel Inc.)
Provide Customer Service Rep (Long Distance Operator) the tools to be able
to handle customer's call effectively.
OTHER INFORMATION
. knowledgeable in computer application (word, excel, powerpoint,
staroffice, visio and internet)
. hardworking, responsible, flexible & open to new learning
. has experience in using both JD Edwards, Oracle, Minitab and SAP
Business Warehouse
CHARACTER REFERENCE
. Available upon request
Contact this candidate