SHERYL K. CONCEPCION

Block * Lot ** Camella Homes Woodhills Waxwing St. San Pedro, Laguna

092********

Email: acppia@r.postjobfree.com

WORK EXPERIENCE

Genpact Services LLC November 2010 – March 2012

Process Associate

• Assists customer with their queries regarding their debit card accounts

• Provides resolution by clarifying the customer's complaints

• Determining the cause of the problem, selecting and explaining the best solution to solve the problem

• Expediting correction or adjustment; following up to ensure resolution is delivered

February 2009-June 2009

Convergys

Customer Service Associate - (IBM Sprint)

• Provide assistance to customers by answering queries on the features of their phone

• Provide information and explain customers postpaid bills

• Provide technical assistance

• Includes up selling of Sprint mobile phones and plans

KGB Philippines August 2006 - August 2008

UK Customer Experience Monitor

•

• Monitor agent call results and provide coaching to improve individual performance and increase productivity

of the call center

• Take lead in continuous improvement of quality management

• Issue Excellence, Occurrence and Incident Reports when necessary

• Training/developing, motivating, coaching, evaluating and retaining qualified customer service

representatives

• Other duties as assigned by the Customer Experience Team Leader.

UK Customer Service Representative October 2004 – July 2006

• Provide accurate numbers to customers in a timely manner and good quality services

• Provide enhanced services such as train times, cinema times and listings to UK callers

EDUCATION

Tertiary

Bachelor of Science in Physical Therapy 1999-2004

De La Salle University- Health Sciences Campus

Dasmarinas, Cavite

Secondary

Sisters of Mary Immaculate School 1995-1999

San Pedro, Laguna

Primary

Liceo de San Pedro 1989-1995

San Pedro Laguna

STRENGTHS

Possess strong team leadership, coaching, and motivational skills.

Highly efficient at working with different types of people and personalities.

Highly motivated and very much a team player.

Very patient and results-oriented.

Has shown extreme flexibility and high tolerance for stress throughout whole stay with KGB (formerly Infonxx).

COMPUTER SKILLS

MS Word, Excel and PowerPoint

REFERENCES

Oliver Gabuna

Genpact Services LLC

Team Leader

092********

Chrizzy Nullar

Genpact Services LLC

Team Leader

090********

Amable Tolentino

KGB Phils

091********

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