Customer Service Engineer

Fatima Jennel T. Peralta

PERSONAL DETAILS

Full name: Peralta, Fatima Jennel Thein

Nationality:Filipino

Birth Date: July 21, 1987

Marital status: Single

Address: **** ***** ******, ****** ***division, Valenzuela City, Philippines

Mobile: +63-917*******

E-Mail: ******.*******@*******.***

PROFILE

My career has led me to specialize increasingly in the field of Communications and dealing with different types of

people at international level. I have experience in: teaching, coaching/ mentoring and strategic way of resolving

customer concerns mostly about billing, travel and hotel bookings. Furthermore, it has improved my social and people

skills and the application of modern leadership methods (through staff motivation and target-setting, clarity in

communication, and easy personal inter-relations.

Skills Base

• Proven leadership

• Time-efficient

• Rapid adaptability to new problem-solving and new locations

• Languages: English and Filipino

• IT: Word, Excel, Windows

• Phone etiquette and conversational skills

EDUCATION

Abacus Philippines (Short Course)

Basic Airline Reservation

Far Easter University (College)

B.S. Nursing

Undergraduate, 2004-2006 (by part time after work)

Colegio de Sta. Cecilia (High school)

Graduate, 2000-2004

PROFESSIONAL CAREER:

Part Time English Tutor

Pioneer Language Academy

November 03, 2014- January 09, 2015

responsible for:

• Promoting the use of English Language to Asian students

• Collaborating with the head teacher in making sure that the students acquire the basic and necessary English skills

• Assessing the students development in learning English by weekly and monthly assessments

Escalations Engineer - Microsoft

Convergys Philippines Inc.

December 2012- August 2014

responsible for:

• Making sure that Microsoft clients’s needs and concerns are rectified at the soonest time possible

• Answering and helping Tier 1 agents provide the support needed by the customers

• Escalating concerns and issues to a higher Tier level or Microsoft Engineers

• Attending daily meetings with internal Microsoft Engineers

Customer Service Specialist

Convergys Philippines Inc.

February 2008 - Present

Front liner, responsible for:

• Providing excellent customer service experience by meeting and exceeding customer’s expectations

• Answered billing and general inquiries about customers’ accounts

• Providing mentoring or one on one coaching to new hires and team members to achieve team goals

American Accent Trainer/ Call Center Trainer

Informatics Institute

March 2006 - Jun 2007

• Delivered and discussed the importance of the English Language

• Collaborated with the school management in promoting the Course which enabled students to get the job easier

Flight Reservation Officer

Cyberworld Travel and Tours

March- September 2005

responsible for providing the best possible option for client’s air travel:

• Flight reservation and hotel bookings for business travel or vacation tours

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