Bilingual Customer Service Representative

Krisette Suarez Padua

PRESENT ADDRESS:

Unit 415A Ivory Building, Rosewood Point, Acacia Estates, Taguig City.

Contact Number: 097*-***-****

CORE COMPETENCIES

. 6 years of successful experience on client services / customer

service, translation and client communications, able to critically

thind and add valued contributions for process improvement

. Dynamic and efficient decision-maker with acknowledged excellence on

practicing sound judgment with English-Spanish translation, process

improvement and customer escalations

. Efficient multi-tasker who is able to execute deliverables in a timely

manner for business improvement and performs skillfully as individual

contributor to various processes

. Ethical and professional corporate member who manages to segregate

personal versus work challenges and who upholds the company's code of

conduct and morality

PRROFESSIONAL PROFILE

Objective: To attain a trainer position, facilitated by proficient

communication skills will add value to the overall development process of

both company and colleagues

EMPLOYMENT HISTORY

1. Company Name: Convergys Philippines Services Corporation

From/To: Apr 2007 to Apr 2009

Position Title: Senior Customer Service Associate Position

Specialization: Banking/Financial Services

Industry: Call Center / IT-Enabled Services / BPO

Work Description:

.Reviewed credit accounts for the fraud early warning department of an

international bank

.Phone call (Inbound/Outbound)

2. Company Name: Sutherland Global Services

From/To: Jun 2009 to Jan 2011

Position Title: Bilingual Customer Service Representative

Position

Specialization: Translation / Customer Service

Industry: Call Center / IT-Enabled Services / BPO

Work Description:

.Translation of web pages from English to Spanish for an online

shopping site

.Attend to customer product and transaction inquiries by e-mail both

in English and Spanish

.Conducted outbound phone calls in return to customers' request for

assistance.

3. Company Name: Maersk Global Services Centres Philippines LTD.

From/To: January 2012 - Present

Position Title: Spanish Process Expert

Specialization: Customer Service

Industry: BPO / Shipping

Work Description:

.Read and reply to correspondence within SLAs as defined for the

specific communication channel using both the English and Spanish Language

.Deliver customer experience as outlined by CENCS.

. Assist customers with their issues keeping close communication with

our coworkers locally in order to ensure prompt exception handling

. Attend to export specific processes as assigned in the team

. Complete export, complying with SLAs and global process design.

. Facilitate completion of documentation process, closing of open

export tasks.

. Work in close coordination with local country CSAs on needed follow

up ensure smooth delivery of cargo to the Latin American customer as per

agreed contract terms.

4. Company Name: Ingram Micro Philippines

From/To: October 22, 2014 - February 23, 2015

Position Title: Bilingual Customer Relations Specialist (Spanish /

English)

Specialization: IT Customer Service / Retention / Escalations

Industry: BPO / Information Technology

Work Description:

. Sole bilingual (English and Spanish) point of contact in Manila for

a pioneer service desk and IT support account involving MS O365, VPS, Web

Hosting, Domain Registration and other related services. The task involves

client retention and winback by way of reaching out to the clients that had

issued our service desk agents with DSAT scores or clients with intentions

of cancelling their business with the company.

. As part of the Customer Relations Department (CRM), which serves as

the Escalation department, I monitored the service desk agents' deviation

from the standard processes, such cases are to be coordinated with the

Quality Assurance team for coaching and product know-how realignment.

. Worked closely with the Operations team for a more thorough

resolution of the service desk tickets. I have also translated email

templates from English to Spanish for the reference of my future bilingual

colleagues. -Acquired knowledge includes O365, DNS, IMAP, POP3, Web

Hosting, VPS, CRM Dynamics Navigation, Kayako Ticketing Tool Usage and

Navigation

. Acquired knowledge includes O365, DNS, IMAP, POP3, Web Hosting,

VPS, CRM Dynamics Navigation, Kayako Ticketing Tool Usage and Navigation

PERSONAL INFORMATION

Age: 29

Sex: Female

Civil Status: Married

Citizenship: Filipino

Date of Birth: January 25, 1986

Place of Birth: Bulacan

Religion: Roman Catholic

EDUCATION

TERTIARY: BA European Languages

Major in Spanish, Minor in Tourism

University of the Philippines

Diliman, Quezon City

2003 - 2008

College Scholar

Second semester AY 2003-2004

SECONDARY: St. Paul College of San Rafael

Pantubig, San Rafael, Bulacan

1999 - 2003

PRIMARY: St. Paul College of San Rafael

Poblacion, San Rafael, Bulacan

1993 - 1999

TRAININGS

LANGUAGE TEACHING CHALLENGES & STRATEGIES

May 16 to May 19, 2005

Diosdado Macapagal Auditorium

UP School of Economics

Diliman, Quezon City

By: University of the Philippines Center for Excellence in European

Languages

LAKBAY KALUSUGAN

A convention on Health Tourism

February 2006

National Institute for Science and Math Education

By: University of the Philippines Asian Institute for Tourism

TRAININGS/CERTIFICATIONS

Civil Service Eligibility for Professionals

AFFILIATIONS:

Academic Organizations

Circulo Hisp nico

University of the Philippines

Diliman, Quezon City

Member

Le Club Franc is

University of the Philippines

Diliman, Quezon City

Membership Committee Head

2006-2007

REFERENCES:

Ms. Maria Maila Agustin

Contact Number: 091*-***-****

Position: Manager

Company: Maersk Global Services Philippines LTD.

Ms. Michelle Acojido Dela Cruz

Telephone No.: 092*-***-****

Position: Manager

Company: Maersk Global Services Philippines LTD.

Mr. Steven Borromeo Cinco

Telephone No: 091*-***-****

Position: Delivery Lead - Riverplate Cluster

Company: Maersk Global Services Philippines LTD.

PERSONAL INFORMATION

. A 29 year-old married and independent woman

. Stands 5 feet, 3" weighs 100 pounds, with excellent health and fitness

status

. Someone who loves music, books, swimming, outdoors and socialization

Contact this candidate