Sales Customer Service

Calaguas, Chelcean B.

Contact Details

Address : *** **** **., **********,, ******** City, 1408, National

Capital Reg, Philippines

Telephone No. : --

Mobile No. : 091*-***-****/094*-***-****

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

Personal Particulars

Age : 29 years

Date of Birth : 3 Jan 1986

Nationality : Philippines

Gender : Female

Marital Status : Single

Social Card No. : 33-9535623-3

Qualification

Qualification : Bachelor's Degree

Field of Study : Computer Science/Information Technology

Major : Programming & Networking

Institute/University : Tech Pacific College, Philippines

Graduation Date : October 2013

Field of Study : Computer Science/Information Technology

Major : Programming

Institute/University : Asian College of Science and Technology,

Philippines

Qualification : High School Diploma

Institute/University : St. Joseph School, Philippines

Graduation Date : 2002

Experience

Experience Level : Total 10 Year(s) of Experience

Employment History

Company Name : Alta Resources Philippines

Position Title : Healthcare Enrollment Specialist

Position Level : 5 Years & Up Experienced Employee

Specialization : Customer Support Specialist

Industry : Call Center / IT-Enabled Services / BPO

Duration : March 2012 - Present

Responsibilities:

- Answer phones and respond to Licensed Insurance agents' requests.

- Help Agents' customers in completing health insurance application.

- Transfer customer calls to appropriate department if applicable.

- Identify, research, and resolve customer issues using the computer

system and tools.

- Answer queries and questions that has to do with applications and

enrollment process.

- Complete call logs and reports.

- Other duties as assigned.

Company Name : Amberbase Solutions Inc

Position Title : Customer Service Representative

Position Level : 5 Years & Up Experienced Employee

Specialization : Customer Support Specialist

Industry : Call Center / IT-Enabled Services / BPO

Duration : November 2011 - February 2012

Responsibilities:

- Answer phones and respond to customer requests.

- Sell product and place customer orders in computer system.

- Provide customers with product and service information.

- Up sell different products or medications to customers.

- Transfer customer calls to appropriate staff.

- Identify, research, and resolve customer issues using the computer

system.

- Follow-up on customer inquires not immediately resolved.

- Complete call logs and reports.

- Resolve billing issues.

- Escalate refund and reship concerns to the appropriate department.

- Recommend process improvements.

- Provide valuable information on medications and supplement to

customers.

- Make outbound calls to verify customer's order information.

- Resolves Shipping and Special Issues

- Resolves declined sales by calling out customers and gathering new

payment method for the sale to push through.

- Other duties as assigned.

Company Name : LWS Media Inc.

Position Title : Customer Service Representative (Team POC)

Position Level : Supervisor / 5 Years & Up Experienced Employee

Specialization : Customer Support Specialist

Industry : Call Center / IT-Enabled Services / BPO

Duration : October 2010 - October 2011

Responsibilities:

- Answer phones and respond to customer requests.

- Sell product and place customer orders in computer system.

- Provide customers with product and service information.

- Up sell featured products to customers

- Transfer customer calls to appropriate staff.

- Identify, research, and resolve customer issues using the computer

system.

- Follow-up on customer inquires not immediately resolved.

- Complete call logs and reports.

- Resolve billing issues.

- Escalate refund and reship concerns to the appropriate department.

- Recommend process improvements.

- Call veterinarians office to follow up on the approval request that

was sent.

- Call veterinarians to have prescription medication approved over the

phone or fax.

- Provide valuable information on medications and supplement to

customers.

- Keep customers very satisfied.

- Monitors Agent's call queue when team leaders are not around.

- Monitors Agent's break schedule.

- In charge of overall team reports.

- Other duties as assigned.

Company Name : Call Express Hub

Position Title : Human Resources Officer

Position Level : Supervisor / 5 Years & Up Experienced Employee

Specialization : Operations Support

Industry : Call Center / IT-Enabled Services / BPO

Duration : July 2010 - October 2010

Responsibilities:

- In charge of Generating Account Brokers that will provide campaigns

to the company.

- In charge of meeting & presenting to potential investors and

brokers.

- In Charge of Generating consumer leads for Debt Consolidation

Campaign through websites.

- Handle agent's concerns, such as payroll disputes, commission

disputes and changes in schedules.

- In charge of monitoring agents leave status.

- In charge of filing agents leave forms, OT forms and clearance

forms.

- In charge of Time keeping of Sales Managers, Team leaders, outbound

agents and specific support staff.

- In charge of overall operations report

- Training of Outbound Sales Agent regarding product knowledge and

basic selling skills.

- In charge of monitoring of outbound agents in probationary period as

well as the list of attrition.

- In charge of issuing performance memos.

- Organize staff training sessions, workshops and activities

- Provide basic counseling to staff who have performance related

obstacles

- Monitor staff performance and attendance activities.

- Monitor daily attendance.

- Recommend solutions to resolve chronic attendance difficulties.

- Provide advice and recommendations on disciplinary actions.

- Coordinate staff recruitment and selection process in order to

ensure a timely organized

and comprehensive procedure is used to hire staff.

- Provide advice and assistance to supervisors on staff recruitment

- Prepare notices and advertisements for vacant staff positions.

- Schedule and organize interviews

- Conduct applicant interviews

- Conduct reference checks on possible candidates

- Prepare, develop and implement procedures and policies on staff

recruitment

- Inform unsuccessful applicants

- Conduct exit interviews

- Develop and implement a human resources plan and personnel

management policies

and procedures

- Provide advice and assistance to staff and management on pay and

benefits systems

- Perform other related duties as required

Company Name : PNI-KMPG Inc.

Position Title : Command & Control Officer

Position Level : Supervisor / 5 Years & Up Experienced Employee

Specialization : Operations Support

Industry : Call Center / IT-Enabled Services / BPO

Duration : Aug 2005 - June 2010

Responsibilities:

- Handle outbound agent's concerns, such as payroll disputes,

commission disputes and changes in schedules.

- In charge of monitoring agents leave status.

- In charge of filing agents leave forms, OT forms and clearance

forms.

- Assisting Program managers, in outbound sales report.

- Assisting shift managers, in hourly outbound sales updates.

- Assisting Team leaders, in need of reports and supplies.

- Handling the overall outbound campaigns' payroll logs report.

- In charge of monitoring of outbound agents in probationary period as

well as the list of attrition.

- Gathering of different report from different departments such as the

ff: sales reports, leads disposition reports and utilization reports.

- Handles Internet Research for I-leads Program.

- Generate Leads for company's campaign through survey.

- Reporting project status to both client and internal departments.

- Perform other valuable task that our management requires.

- In charge of proper, centralized documentation.

- In charge of monitoring agent's weekly and monthly performances.

- In charge of issuing performance memos.

- Coordinates with H.R regarding production floor's new policies and

issues.

- Monitors and tracks the 36 Point attendance metrics of agents, team

leads and sales managers.

- Takes charge of production reports.

- In charge of Time keeping of Sales Managers, Team leaders, outbound

agents and specific support staff.

- Coordinates with Recruitment on Staffing needs.

- Training of Outbound Sales Agent regarding product knowledge and

basic selling skills.

- Handles small teams for special and seasonal accounts.

Company Name : Active Resource Team

Position Title : Marketing Representative

Position Level : Fresh Grad / < 1 Year Experienced Employee

Specialization : Sales - Corporate

Industry : Call Center / IT-Enabled Services / BPO

Duration : Jan 2005 - July 2005

Work Description :

Provide direct marketing and sales support to field/distribution sales

organization. Manage, help generate and qualify as well as process

sales leads. Also responsible for maintaining customer, prospects and

implementing marketing promotions.

Company Name : DLP Professional's Services Inc.

Position Title : Marketing Representative

Position Level : Fresh Grad / < 1 Year Experienced Employee

Specialization : Research & Sales

Industry : Advertising / Marketing / Promotion / PR

Duration : Feb 2004 - December 2004

Work Description :

- Generate Leads or Client Contacts.

- Qualify Leads or prospective customers that will suit Bank's program

using different resources.

- Convert qualified leads to sales.

- Make marketing promotions.

- Follow up on customers who shows interest on the program.

Skills

(Proficiency: Advanced - Highly experienced; Intermediate - Familiar

with all the basic functionalities; Beginner - Just started using or

learning the skill)

Skill Years Proficiency

Internet Research 9 Advanced

MS Excel 8 Advanced

MS PowerPoint 8 Advanced

MS Word 8 Advanced

creating HTML 4 Intermediate

Visual Basic.NET 4 Intermediate

Languages

(Proficiency: 0=Poor - 10=Excellent)

Language Spoken Written

Filipino 10 10

English 9 10

Additional Info

CAREER OBJECTIVE:

To be able to work in a Company that will enhance my skills and

ability in interacting with people specially in handling clients and

employees concerns. Enhance Career growth and to have better

compensation.

Availability : Immediately after notice period of 1 month(s)

Job Preferences

Expected Monthly Salary : PHP

Willing to Travel : Yes

Willing to Relocate : Yes

Possess Own Transport : No

References

Available upon request.

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