Customer Service Representative

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MAJORIE AMOR SAJOT- DAGALEA

Psychologist, College Instructor, Call Center, Customer Service Team Leader

091********, ****.*********@*****.***,

Civil Status: Married

Date of Birth: Feb 14, 1970

Number of Dependents: 3

Address: Lot 1, Block 5, Milestone Village, Karuhatan, Valenzuela City

Spouses name: Jobert S. Dagalea

Date of Birth: Aug 25, 1978

Name of dependents:

Name Date of Birth

Age

Divine Faith S. Dagalea March 21, 1998

15 yrs old

Juviean Cris S. Dagalea Sept. 14, 2001

12 yrs old

Feliz Jovanah Alexah S. Dagalea Nov. 24, 2008

05 yr old

SSS: 333-***-****

TIN: 153035014

PHIL HEALTH NUMBER: 140*********

EMPLOYMENT RECORD:

HCL Tech Philippines, INC: Team Leader for a customer service account -

Retail

Duration: From Dec 17, 2012 to present

Status: Regular Employee

Special Skills:

Able to establish and manage a strong client relationship.

Job Description:

. Conducts analysis for maintaining service levels and team performance,

volume forecasting, and takes care of staff calculations and costs.

. Implement plans and policy as determined, and changes as necessary.

. Schedules and leads call monitoring sessions.

. Understands the factors that lead to staff turnover, how to improve

retention, and implement motivational programs on the floor.

. Liaise with other functional/departmental managers to ensure operational

development, meet objectives, and achieve targets.

. Take real time corrective decisions and preventive measures based on

volume, attendance, adherence, etc. to improve delivery.

. Complies with the Company's Policies and Procedures, including

Information Security

HCL Tech Philippines, INC: Customer Service Executive - Retail

Duration: From Dec 5, 2011 to Dec 16, 2012

Status: Regular Employee

Job description:

Customer Service Representative attending to billing inquiries, explaining

soft charges and debits,

Order processing, answering general inquiries regarding services, sales and

up selling and most importantly deciding best resolution for each concern.

Special skills: Communication skills

Call Handling

Explaining the Bill

a. Computation of order total

b. Computation of taxes

c. Computation of adjustments

d. Crediting

e. Debiting

Order Processing

a. Placing regular order

b. Placing wholesale order

c. Placing special order

d. Processing returns

e. Processing Credits

f. Processing re-delivery

g. Order Tracking

Sales : Up sell related and required item.

Up sell Current promotional item

a. Meeting sales quota for the month

b. On every call make opportunities to close a sale

c. Personalizing the services based on client's needs by

Probing

TELUS INTERNATIONAL: Customer inter active representative (Customer care)

Duration: From Feb 17, 2009 to Nov. 16, 2011

Status: Regular employee

Job description:

Customer Service Representative attending to billing inquiries, explaining

proration,

Order processing, answering general inquiries regarding services, sales and

up selling and most importantly deciding best resolution for each concern.

Special skills: Communication skills

Call Handling

Explaining the Bill

f. Computation of Prorata

g. Computation of taxes

h. Computation of adjustments

i. Crediting

j. Debiting

Order Processing

h. Installation of Phone service

i. Installation of High Speed Internet connection

j. Installation of Dial up Internet connection

k. Moving of telephone line from one location to another

l. Moving of High Speed Internet Connection from one location

to another

m. Cancellation of phone service

n. Changing the features on the phone service

o. Upgrading the speed of High speed internet connection

p. Modem replacement

Basic Trouble Shooting to determine if the call

should be transferred to Technical support the following should

be established:

For High Speed Internet

a. Modem lights on (steady, blinking and color of the light)

b. Days of internet problem

For Phone Service:

a. Call the client's number

b. Check connections

Sales : Phone Service and High Speed Internet

Connection

d. Meeting sales quota for the month

e. On every call make opportunities to close a sale

f. Knows variability of the different tier of High Speed;

1. Uploading speed

2. Downloading speed

3. Bandwidth

4. Usage

5. Limitations on the usage

g. Long distance calling rate from Canada to overseas and vice

versa

h. Calling Card calling rate

i. Product knowledge in terms of Calling features and usage

guide

j. Personalizing the services based on client's needs by

Probing

TMJ Integrative Dentistry Academy of the Phil.: Administrator

Duration: Jan 4, 2006 to June 14, 2008

Resigned due to health reason because pregnant

Job Description:

Handles files of each enrollee. For billing, collections and certification

(Registration)

Attends also to administrative functions and lecturer as well.

Special Skills: Management skills and teaching

Western Mindanao State University: College Instructor (Psychology

Department)

Duration: June 15, 2002 to Nov. 22, 2005

Resigned for better opportunities in Metro Manila

Job Description: Teaching Psychology to college students. Rating students

for documentation of their performance.

Special Skills: Teaching, Classroom management

Philippine Mental Health Association: Psychologist 1

Duration: Sept 1994 to Oct 1995

Job Description: Administrating psychological test, scoring and

interpretation, making psychological report doing intake interview.

Special skills: Administration of Psychological test, needs to be highly

observant and must have perfect eye and hand coordination while doing the

said task. Written communication in writing psychological report.

Educational Attainment:

Primary: Andres Bonifacio Elementary School

Year Graduated: 1982

Secondary: Trinity College Of Quezon City

Year Graduated: 1986

Tertiary: Western Mindanao State University

Year Graduated: 1992

Course: Bachelor of Arts majoring in Psychology

Units in Masters degree in Special Education: Total Units earned: 18 units

Western Mindanao University

College of Education

Six Sigma yellow belt certified

Special Skills:

Proficient in English language both written and verbal. Able to impart as

part of teaching skills developed as a college professor.

Psychological test administration, scoring and interpretation. Writing

psychological report.

Conducting interviews

Advance MS Power Point skills

Advance MS Excel skills

Advanced typing and accuracy skills

Conducting team building activities (Group Dynamics)

Contact Information:

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

Mobile number: 091********

www.majorieamor.simplenet.com

www.amordagalea.wordpress.com

Please feel free to get in touch with regarding my application as through

the above mentioned contact info at you most convenient time.

I hereby certify that all the above mentioned information are true and

correct.

Contact this candidate