Customer Service Representative

SEJ GIRARD L. KAIMO

***-* ******* ****** **-way, Marulas Kawit, Cavite

SSS No. 33-5480044-5 / TIN No. 212-327-745

Cell. No. 094******** / 091********

E-mail: ********@*****.***.**

Objective : To apply for a position that would best suit my qualifications and experiences, to render and perform my best in the job or task assigned and to broaden my knowledge for the good of the company and my career.

EMPLOYMENT RECORD

November 2011 to September 2013

Convergys Philippines Inc

Technical Support Representative II / Customer Service Representative II / Sr. Sales Associate

Northgate Cyberzone Alabang

Job Description

Receives inbound calls from broadband customers

Troubleshoots internet connection problems

Guides customers in installation of modems and devices

Processes warranty for modems

Cancel and disconnect services

Resolves customers billing concerns

Process payment over the phone

Does account maintenance

Processes Inbound/Outbound sales orders

December 2009 to July 2011

Genpact Services LLC Philippines

Process Associate (Collections)

5132 Bldg Northgate Cyberzone Alabang Muntinlupa City

Job Description

Does outbound calls to collect and or set up an arrangement with customers with past due accounts

Receives inbound calls for queries account maintenance and process payments over the phone

Does skip tracing by gathering relevant customer’s information to update customer’s profile

January 2009 – June 2009

HSBC Electronic Data Processing Philippines Inc.

Operations Associate

5150 Northgate Bridgeway Filinvest Alabang, Muntinlupa

Job Description

Receives inbound calls from merchants and customers

Reviews credit applications

Reviews credit reports and scores

Approves and Declines credit applications for in store cards and MasterCard applications

October 2007 – November 2008

Teletech Customer Care Management Inc (Bacoor)

Operations Supervisor

Top Level SM Bacoor Aguinaldo Hi-way, Bacoor Cavite

Job Description

Checks and provides solutions to system errors on different processes and or transactions

Does weekly evaluations for team members to check if agent’s are still updated on the fast changing process

Assigns specific number of queues per agent to meet client specifics

Prepares weekly statistics report and monthly statistics report to be discussed with operations manager and senior operations manager to be presented to the clients

Reports start, intra, and end of day volume to client counterparts to cross check received and completed queue to maintain service level

Handles and assists on escalated calls and transactions to assure customer and clients issues are resolved

Monitors time-keeping for agent’s reliability and pay-roll purposes

Processes and receive calls to keep team calibrated to identify knowledge gaps

Performs weekly coaching and huddles per agent to update and make them aware of their performance as an individual and as a team discussing areas for improvement and key performance indicators to keep agents motivated and enthusiastic towards work and to build trust and respect.

Prepares agent’s weekly and monthly scorecards to show metrics and standing and to support 3rd and 5th month evaluations for regularization and for internal applications.

November 2006 to July 2007

APAC Customer Services Inc.

Cross-Trained Customer Service Representative

Plaza C Northgate Cyber zone, Alabang Muntinlupa

Job Description

Receives inbound calls from members, Pharmacist,

Doctors, benefits office and Plan providers to provide quality service to their needs and queries

Does outbound calls for verifications, claim rejection and status, and billing information

January 2006 to September 2006

UNIOIL Gas Station Autoline Motors

Station Supervisor

Bacoor, Cavite

Job Description

Responsible for monitoring daily station operations

(Manpower, sales, promotions, customer-service, cleanliness)

Does interviews and gives examinations for forecourt applicants

Heads inventories of merchandize and petroleum supply as well as receiving of deliveries

Responsible for calibration of pumps and price changes

Does statements for P.O purchases and tallies/balances receipts for book keeping

Does quality inspection of vehicles to be released done at the Service Bay

February 2003 to March 2004

MITSUBISHI MOTORS CORP. (CAVITE)

Jr. Automotive Technician

Dasmariñas Cavite

Job Description

Does Periodic maintenance of vehicles

Does Under-Chassis repairs and installations

Does Auto Air-con repairs

Does Basic auto electrical repairs and installations

(Car audio and video systems, alarms, power windows and accessories)

Does Quality Inspection of New Vehicles to be released

(Mechanical, electrical, paint and body and overall detail)

Orients customers to familiarize the functions and operations of the vehicles they purchased

February 2002 to December 2002

VIDEO CITY COMMERCIAL INC. (IMUS)

Store Supervisor

Imus, Cavite

Job Description

Responsible in supervising the store operations and marketing activities to enable the store to compete and keep up with the wide and stiff competition in the industry

(sales, staff, customer-service, promotions, marketing)

Checking in for the supplies the store needs and handling the petty cash, time cards and store reports like sales, filing of memos, stock inventories as well as cashiering work

Does the staff schedules and payroll

June 1998 to June 2001

D.T.S Trading and General Services

Auto / Air-con Technician

Noveleta, Cavite

JOB DESCRIPTION

Does Engine repairs

Does under chassis repairs

Does Auto Air-con repairs and installations

Does Auto Electrical installations

(Car audio and video, alarm, power windows, accessories)

Does Auto Detailing

SEMINARS ATTENDED

October 10, 2006 to October 25, 2006

Newfield Staff Solutions International

Short course in Contact Center Service

August 2008

Teletech Learning Effectiveness

ILT for Coaching Formula (PESOS)

September 2008

Teletech Learning Effectiveness

Supervisor Job Model

ILT for supervisor certification

October 2008

Teletech Learning Effectiveness

ILT for Call Center Fundamentals

EDUCATIONAL ATTAINMENT

Tertiary: University of the Philippines (OU)

UP Manila Campus

Course: Bachelor of Arts in Multi-Media Studies

University of Perpetual Help DALTA

Las Piñas City

Course: B.S Mechanical Engineering

Secondary: Columbia College (1997)

Cavite City

Elementary: Saint Francis of Assisi College (1992)

Las Piñas City

PERSONAL DATA

Birth Date : November 18, 1979

Birth Place : Cavite City

Marital Status : Married

Religion : Roman Catholic

Height/Weight: 5’4 / 165lbs

Language : English / Filipino

Skills : Proficient in MS Office applications (excel, word,

Powerpoint)

Knowledge in Adobe Photoshop, ACDSee,

FotoSlate

Knowledge in PC Repairs and Installations

( Character reference available upon request )

Contact this candidate