Customer Service Representative

KAREN JOY V. ANTONIO

#**-* *** **** **., Purok *, Barangay Landayan,

San Pedro, Laguna 4023, Philippines

639********* 632-***-**** ; ***************@*****.***

CURRICULUM VITAE

PERSONAL INFORMATION

Date of Birth March 24, 1983

Place of Birth Lipa City, Batangas

Citizenship Filipino

Sex Female

EMPLOYMENT HISTORY

Work History

CONVERGYS ALABANG

Customer Service Representative (Phone Support)

(US Satellite Provider; Sales / Billing / Technical)

June 2005 - August 2006

TELETECH LIPA

Product Trainer

(UK Broadband / Technical; US Behavioral Health Company / Medical)

August 2006 - January 2008

Senior Trainer

(UK Broadband: Technical)

January 2008 - July 2008

Operations Supervisor

(US Desktop Computer; Technical)

July 2008 - October 2009

SUTHERLAND GLOBAL SERVICES

TSR (Phone Support)

(US Financial and Accounting Software)

October 2010 - July 2011

Sutherland Global Services

Training Apprentice

(US Financial and Accounting Software)

July 2011 - February 2013

Senior Specialist - CLS (Product Specific Trainer)

(US Financial and Accounting Software)

February 2013 - September 2013

TRIANGL (Home-based job)

Live Chat Support

December 2013

Orders Specialist (E-mail Support)

December - January 2014

Returns Specialist (E-mail Support)

January - April 2014

Returns Senior Agent (E-mail Support)

April - July 2014

Returns Manager (E-mail Support)

July 2014 - present

Research and Training

Cisco Meeting Place Advanced Web

Conferencing

Feedback 101

Goal Setting and Action Planning 101

HP: Home Networking

HP6J: HP Systems Overview

HP6J: Warranties and Support Assessment

HP6J: Windows XP and Vista Assessment

HP6J: Wired and Wireless Networking

Assessment

ILT Course & Class Management

Root Cause Analysis 101

STEP Six Sigma White Belt

Strategy for Global Performance

Management for Team Leads

EDUCATION

Elementary

St. Joseph School

Class Valedictorian 1996

Lipa City, Batangas

1990-1996

High School

Lipa City Science High School

5th Rank

Lipa City, Batangas

1996 - 2000

College

University of the Philippines

B.S. Computer Science (Undergraduate)

Diliman, Quezon City

2000 - 2001

Lipa City Colleges

Bachelor in Secondary Education; Major in English (Undergraduate)

Lipa City, Batangas

2002 -2005

PROFESSIONAL QUALIFICATIONS

Certifications and Accreditations

Trainer Certification: Speaking Behavior and 12/20/2007

Body Language

Trainer Certification: Blended Learning 12/18/2007

Facilitation

Trainer Certification: Facilitation 12/18/2007

Techniques

Trainer Certification: Training Preparation 12/18/2007

Trainer Certification: Adult Learning 12/17/2007

Trainer Certification: Facilitation and 12/17/2007

Learning Philosophies

Trainer Certification: High-Impact Delivery 12/17/2007

Methods

Trainer Certification: Learning Objectives in 12/17/2007

Training

Trainer Certification: SAVI 12/17/2007

Supervisor Adaptive Coaching for Results - 11/15/2006

Part 1

Supervisor Adaptive Coaching for Results - 11/20/2006

Part 2

Supervisor Becoming a Successful Mentor 11/7/2006

Supervisor Customer Management Center 101 11/7/2007

Supervisor Facilitating Team Meetings 11/16/2006

Top of Form Top of

Supervisor: Introduction to Supervision Form

11/15/2006

Supervisor: Managing by the Metrics 11/20/2006

Supervisor II: Positive Reinforcement - Part 11/29/2006

1

Supervisor II: Positive Reinforcement - Part 12/20/2007

2

Sutherland Certified Learning Professional (Trainer Certification) August

2012

Computer Skills

Microsoft Word Application

Microsoft Excel Application

Microsoft PowerPoint Application

Internet Connectivity Troubleshooting

Software and Hardware Installation

AWARDS

Top Team for Week 40 October 9, 2008

Top Team for Week 43 October 30, 2008

Top Team for Week 44 November 4, 2008

Highest Team Sales Participation Rate April 4, 2009

100% RevGen (Sales) Participation Rate May 7, 2009

Top Team Leader for April 2009 May 8, 2009

Top Team Leader for May 2009 June 3, 2009

Highest Revenue for July 2009 August 17, 2009

Top in Net Promoter Score October 2011

Platinum Awardee (People) July and September

2012

CHARACTER REFERENCE

Jodie Mercer

Triangl HR Manager

E-mail Address: *****@*******.***

Contact Number: 1-613-***-****

Contact this candidate