Customer Service Sales
Resume:
Marietta Montecillo-Siy
#** ********** ***********, *. ******** St.
Dalandanan, Valenzuela City 1440
(632) 277-259 / (63-927-*******
Abilities
• Extensive experience of more than 9 years in servicing customers by telephone
• An independent self-starter with a can do attitude
• Very good performance in high stress, high volume environment
• Superior communication skills in dealing with customers, co-workers. Both verbal and written
skills are strong.
• Well-organized and highly efficient worker in a multi-tasking, dynamic environment. Ability to
plan, organize, assist and supervise the work of others when the supervisor is not around.
• Knowledgeable and experienced in telecommunication operations, both mobility and landline
services. Possessed a strong combination of training and experience in the industry.
• Excellent telemarketing ability.
Significant Achievements / Recognitions
• 2010 – attained perfect scorecard for March (Telus International Philippines)
• 2009 – completed Batch 46 training as the TOP AGENT (Telus International Philippines)
• 2008 – “Cream of the Crop”, “The Maximizer – Best in Sales” (Teleperformance Philippines)
• 2007 – “Excellence in Quality” (Teleperformance Philippines)
• 2006 – “Certificate of Excellence”, “C(Telus Philippines)
• 2008 – “Cream of the Crop”, “The Maximizer – Best in Sales” (Teleperformance Philippines)
• 2007 – “Excellence in Quality” (Teleperformance Philippines)
• 2006 – “Certificate of Excellence”, “Certificate of Appreciation” – awarded by Sprint Mobility
• 2005 – “Certificate of Excellence”
Employment History
January 2012 – Present VXI Philippines, Quezon City
Senior Advocate (Elite), Guthy-Renker
Answered inbound calls to make sure that each and every saleable calls will be converted into sales,
converted customers’ inquiries into needs and not only their wants.
January 2011 – 2012 VXI Philippines, Quezon City
Subject Matter Expert, DTV GM
• Responsible for the campaign’s performance and overall profitability and their contribution to the
company’s bottom line.
• Assists agents for them to deliver required results on both performance and quality as set by both
the company and its clients.
• Supports the team in meeting the overall team KPIs by complying with service levels set by the
client.
• Helps maintain an active Production Floor which would foster an environment that is conducive
for teamwork and results.
• Assists in ensuring completion of productivity reports, root cause analysis, hourly and daily stats,
and audits.
• Handles escalation issues affecting the campaign.
• Makes process recommendations, scripting changes and other management procedures to ensure
campaign profitability.
• Ensures that proper processes and documentation are followed and accomplished within
prescribed time frame.
July 2010 – January 2011, VXI Philippines, Quezon City
Inbound Sales Agent, DTV GM
Answered inbound calls to make sure that each and every saleable calls will be converted into sales,
converted customers’ inquiries into needs and not only their wants.
2009 – July 2010, Telus International Philippines, Quezon City
Customer Interaction Agent
Answered inbound calls to support of customer needs. Conveyed in a reassuring manner step by step
instructions on how to resolve customers’ concerns/issues pertaining to their landline and internet
services. Performed provision of orders, booked appointments/schedules of their service connections.
Assist and review customers’ bills and made first hand decisions on customers’ disputes. Upgrading
customers’ value by up-selling and providing personalized solutions to their concerns.
2005-2009, Teleperformance Philippines, Mandaluyong City
Senior Customer Service Representative
Answered phone calls for supporting customer’s needs. Basic troubleshooting in customer’s
issues/concerns with their cellphone equipment. Assist customers in their billing issues, explain and
provide resolutions in a timely manner to save customer’s time and company’s resources. Make sure
customers understood what their current services/products area and offered services and features which
would upgrade customer’s service and value.
2002-2005 Light Beams Enterprises, Valenzuela City
Sales Coordinator
1995-2002 Hellux Lighting Enterprise, Manila
Sales Secretary
1993-1995 PNOC-EDC, HRMD, Taguig
Personnel Assistant
1990-1993 PNOC-EDC, Training and Communication, Taguig
Secretary
1989-1990 PNOC-EDC Personnel Division, Taguig
Clerk / Encoder
Education
College Degree – Incomplete / 3 years
BA in General Management
Philippine Christian University
1991 -1994
Technical Course
Computer Software Technology
Peralta Computer and Technical School
1987 -1989
References
Bryan Luna
Team Development Leader
AT&T Green
VXI Global Solutions
Racquel Basilio
Senior Group Manager
AT&T Uverse
VXI Global Solutions
Contact this candidate