Email Customer Service Representative
Resume:
Annie A. Pabalan
**** ******* *****, ****** ******, MD 20906 +240*******
**********@*****.***
Professional Profile
Fluent in both written and oral English with ability to read, analyze, interpret trends and effectively present information.
Have excellent documentation skills and proficient in working with Microsoft Office (Word, Excel, and PowerPoint).
Have gained mastery of call handling skills and have a strong customer service orientation.
Resourceful and can work under pressure.
Analytical, results oriented and have strong leadership qualities.
Can exhibit and encourage enthusiasm even in erratic hours.
Attend relevant product and skill courses
Professional Experience
Sutherland Global Services
PayPal, United Kingdom
European Services
October 2008 – Present (Senior Agent – Escalations Team)
Responsibilities:
Monitors team attendance, weekly performance and daily schedules.
Encodes all escalations and queries through Excel.
Conducts and facilitates Team Meeting regarding Product updates.
Monitors Team CSAT scores through Side by Side Coaching to enhance agents’ performance.
Encodes and Analyze per issue. Team and agents’ escalations and queries contacts.
Handled escalations and queries from agents, servicing UK clients.
Handles email inquiries or concerns.
Assisting customer’s financial transactions.
Educates customer with the company’s policy.
Walk customers through online problems.
Provide second hand support and effectively provide customers to determine their needs thus, creating solutions to client requests.
Understand the PayPal processes and system support, and ensure customer satisfaction is met at all times.
Maintain a database of clients and prospects by ensuring accurate capture of customer information and tracking of all transactions leads.
Work to achieve various metrics including phone and email contacts, phone and email CSAT and phone and email handling time, phone and email quality handling.
Sutherland Global Services
PayPal, United Kingdom
European Services
March 31 – October 2008 (Customer Service Representative)
Achievements:
Commended for being one of the most helpful/efficient agent.
Outstanding Phone and Email Quality Scores.
Responsibilities:
Handled inbound calls, servicing UK clients.
Handles email inquiries or concerns.
Assisting customer’s financial transactions.
Educates customer with the company’s policy.
Walk customers through online problems.
Provide second hand support and effectively provide customers to determine their needs thus, creating solutions to client requests.
Understand the PayPal processes and system support, and ensure customer satisfaction is met at all times.
Maintain a database of clients and prospects by ensuring accurate capture of customer information and tracking of all transactions leads.
Work to achieve various metrics including phone and email contacts, phone and email CSAT and phone and email handling time, phone and email quality handling.
Assigned assistant supervisor
Monitors team attendance, weekly performance and daily schedules.
ePerformax Contact Centers, Makati City
Jul 06 – Nov 07
PayPal, North America
Phone/Email Community Support Agent
Achievements:
Outstanding Customer Satisfaction Scores.
Commended for being one of the most helpful/efficient agent.
Outstanding Phone and Email Quality Scores.
Focus Awarded for Email Handling Time of less than 3 mins.
1st Prize Winner in 2007 Email Template Contest.
Responsibilities:
Handled inbound calls, servicing US & Canadian clients.
Handles email inquiries or concerns.
Assisting customer’s financial transactions.
Educates customer with the company’s policy.
Walk customers through online problems.
Provide second hand support and effectively provide customers to determine their needs thus, creating solutions to client requests.
Understand the PayPal processes and system support, and ensure customer satisfaction is met at all times.
Maintain a database of clients and prospects by ensuring accurate capture of customer information and tracking of all transactions leads.
Work to achieve various metrics including phone and email contacts, phone and email CSAT and phone and email handling time, phone and email quality handling.
Lea De Castro Music Studio, Kawit, Cavite
Oct 05 – To Present (Part Time Job)
Vocal Coach
Achievements:
Commended for being one of the best vocal coach.
Responsibilities:
Trained 8-10 students daily 7 days a week.
Gave lessons on stage performance.
Implemented basic voice training course for new students.
Center for Pop Music, Phil. Las Piñas City
Dec 02 – May 04
Vocal Coach
Achievements:
Silver Medalist for Best Coach for all branches.
Promoted as Branch Headcoach/ Assistant Manager.
Awarded as Best in Grooming.
Responsibilities:
Monitors Coaches and students’ attendance.
Manages the vocal coaches’ performance.
Evaluates students’ progress.
Directs Minor and Recital Concerts.
Handled 30-40 students a day.
Gave lessons on voice and stage performance.
Education
Emilio Aguinaldo College, United Nations, Manila
Bachelor of Science, Major in Biology
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