Customer Service Management

ANNA KATRINA FLANCIA LIM, MMBM

Address: No.** Governor Pascual Avenue, Acacia,

Malabon City, Metro Manila, Philippines

Mobile No.: 093*-*******

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

CAREER HIGHLIGHTS

. Process Analyst and Consumer Welfare Representative offered more than

seven years of diversified experience. Strong rapport with customers,

extensive skills in management, very professional and reliable person.

Expertise in planning, marketing, cost analysis, expense control,

staffing, training and quality management. Powerful leadership skills

and strong ability to manage and motivate peers to achieve great

results. Well-versed in conducting information campaigns,

presentations, lectures and community seminars resulting to high

retention of information among target audience.

. Part-time Faculty teaching Business Communication course to second

year Business Management students which focuses on enhancing their

communication skills from a business perspective. Speaking, listening

and writing effectively in a business context to ensure organizational

success and career advancement.

EDUCATION

UNIVERSITY OF THE PHILIPPINES MANILA (UPM)

Master of Management major in Business Management

Post-Graduate Education, April 2014

Padre Faura Street, Ermita, Manila

ST. PAUL UNIVERSITY MANILA (SPUM)

Bachelor of Arts Major in Communication Arts

Tertiary Education, March 2007

680 Pedro Gil Street, Ermita, Manila

PROFESSIONAL EXPERIENCE

MANILA ELECTRIC COMPANY (MERALCO) - PHILIPPINES APRIL

2007 - PRESENT

Position: CONSUMER WELFARE REPRESENTATIVE

Meralco Malate Business Center

APRIL 2007 - PRESENT

. More than seven years of experience in Electric Distribution Company

as a Consumer Welfare Representative.

. Conducts public speaking, business presentations and written

communications with internal and external business partners

. Handles Account Management for Local Government Units & High Profile

Customers.

. Presents and explains utility related issues and policies to internal

& external customers.

. Excellent knowledge in all customer service areas especially in

handling customer's non-engineering inquiries, requests and complaints

and analyzes different types of service irregularity cases and all its

legal implications.

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. Answers inbound calls in support of customer needs. Conveyed in a

reassuring manner step by step instructions to resolve application

issues. Reviewed and issued audits on account information and

processes. Performed queries in multiple databases.

. Performs data gathering; conducts regular review, evaluation, revision

and formulation of policies, procedures, systems, programs and

strategies; conducts relevant studies to recommend corrective measures

to improve compliance to guidelines, policies and procedures.

. Performs information campaigns and forum in the 5th and 6th districts

of Manila through barangay blitz.

Position: PROCESS ANALYST

Meralco Malate Business Center

APRIL 2007 - JULY 2012

. Reviews, evaluates and monitor the daily activities of a Consumer

Welfare Representative for the proposals and recommendations of

Violations of Contract and other service irregularity cases of

apprehended customers.

. Implements payment schemes for Service Irregularity cases differential

bill amount.

. Monitors and disseminates Violation of Contract Demand and Surcharge

letters.

. Prepares memorandum to coordinate with Metering Securities for details

and handling of Service Irregularity cases.

. Attends coordination meetings and site visits for inspection of

customer's premises with service irregularity apprehensions.

. Conducts information drive at Presidential Security Group (PSG)

DE LA SALLE UNIVERSITY MANILA (DLSU) - PHILIPPINES SEPTEMBER 2013 -

PRESENT

Position: LECTURER 3

SEPTEMBER 2013 - PRESENT

. Handles Business Communication course to second year Business

Management students.

. Acknowledges the importance of speaking, listening and writing

skillfully as a means of career advancement.

. Discuss the pivotal role of effective Business Communication to

organizational success.

. Develops a system perspective of Business Communication by considering

it in the context of the entire business environment and not as an

isolated entity.

. Uses effective Business Communication strategies as a way for

organizations to promote environmental protection, community service

and fair employment practices.

. Generates a consensus in resolving issues and confronting dilemmas

particularly in group projects that involve collaborative efforts of

all members in a group.

CORE COMPETENCIES

- Customer Service - Quality Assurance Standards -

Business Presentations

- Account Management - Regulatory Compliance Issues -

Written communications

- Work/Process Improvement - Public speaking

AWARDS AND ACHIEVEMENTS

Program Chairperson Lister, SY 2003-2004 - 1st and 2nd

Semester

Program Chairperson Lister, SY 2004-2005 - 1st and 2nd

Semester

Program Chairperson Lister, SY 2005-2006 - 1st and 2nd

Semester

Program Chairperson Lister, SY 2006-2007 - 1st and 2nd

Semester

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TRAININGS AND SEMINARS

. Customer Service Project - Service Irregularity CMSv10, August 2013

. Gearing-up Customer Service, June 2011

. Service Irregularity Cases Handling, January 2011

. Customer Assistance Basic Course, September 2010

. Billing Basic Course, May 2010

. Meter Reading Basic Course, May 2010

. Ordinary Service Application Basic Course, March 2010

. Orientation on the Performance Base Rate (PBR), April 2009

. Quality Improvement Solution Formulation, September 2008

. Enhancing Communication at Work I, September 2008

. Quality Improvement Problem Analysis, August 2008

. Quality Improvement Overview & Problem Identification, May 2008

. Journalism Seminar, St. Paul University Manila, 2006

. "1st Student Advertising Congress", Aliw Theater, Manila 2006

TECHNICAL SKILLS

Proficient in MS Office (Word, Excel and Powerpoint)

Proficient in CMS (Customer Management System)

Proficient in DMS (Distribution Management System)

Non-professional Driver's License Holder

REFERENCES

Available upon request

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