Customer Service Microsoft Office
Resume:
Riobuya, Ginny O.
**-* ****** **. ******* Village
Cainta, Rizal
**********@*****.***
WORK EXPERIENCE:
Arvato Bertelsmann – Spanish Team Lead (April 2014 – June 2015)
Monitors and improves the team’s performance in areas of quality, process compliance, product knowledge test and schedule adherence.
Submits escalations to L3 and AdSupport Teams to seek assistance regarding unconventional cases or tool/system issues.
Submits escalations to the List Management Team to request approval of term bypasses.
Provides individual and group coaching sessions on a regular basis to ensure that the direct reports are aligned to account metrics, as well as to perform skills and personality development.
Communicates performance-related indicators into the team and back to the management.
Performs payroll tasks by verifying the direct reports’ schedule, attendance, KPIs and disputes and later on coordinates with the Payroll Team to make the necessary adjustments.
Provides administrative support like proofreading the agents’ responses to the frontline agents and by providing the needed support regarding our Editorial policies.
Issues disciplinary action (DA) accordingly to erring agents.
Spanish Editorial Agent (September 2013 – March 2014)
Reviews different websites and advertisements and ensures that the ads and keywords submitted by Bing Ads customers are compliant with our Editorial policies.
Provides precise and appropriate responses to requestors whether their ads or keywords are approved or rejected.
Does a deep-dive investigation regarding some unconventional tickets.
Submits daily report to our supervisor.
Coordinates with the frontline agents to resolve some cases immediately.
Stream Global Services – Spanish Web Support Professional (September 2012 – September 2013)
Assists both Spanish and English-speaking customers in solving their problems accessing their online accounts. This includes password recovery and other issues with their login credentials.
Helps the customers in enrolling/un-enrolling in paperless billing.
Provides customers billing information and explains their billing history.
Does occasional technical support esp. when customers are having issues with their internet connection.
Assists the customers in configuring or customizing their mobile phones’ features and services.
Accenture – Spanish Bilingual Analyst (May 2012 – August 2012)
Trained for order-to-cash (OTC) process.
KGB Philippines – Bilingual Directory Assistance Operator (July 2011 – May 2012)
Assists mostly Spanish customers in the US who are asking for information such as name, phone number, address, et al. of a person or an establishment.
Global Sky Communication Center, Inc. - Call Center Agent (August 2008 – May 2011)
Sets up appointments with Con Edison customers for free installation of energy-saving lightbulbs
Sends daily reports to our clients.
Inputs data accurately to spreadsheets for the team’s daily productivity.
EDUCATIONAL ATTAINMENT:
Special Course:
University of the Philippines - Diliman
Department of Extramural Languages
European Portuguese – Level 5
Instituto Cervantes de Manila
Kalaw St., Manila
Cursos de Español – Level 16
College:
Polytechnic University of the Philippines
Sta. Mesa, Manila
Bachelor in Journalism (2004-2008)
Secondary:
Pasig Catholic College
Malinao, Pasig City (2000-2004)
Elementary:
Huckleberry Friends’ Learning Center
Brgy. Sta. Lucia, Pasig City (1994-2000)
COMMUNICATION SKILLS: Fluent in English and Spanish and has average proficiency in Portuguese
SPECIAL SKILLS:
Has intermediate knowledge in Windows and Microsoft Office applications
Knows fully well how to utilize the Internet to her advantage
Is able to work under minimal supervision
Has good listening and comprehension skills
Has the ability to type or encode data quickly and accurately
Has basic knowledge in Accounting
Has keen attention to detail
Has good customer service skills
PERSONAL DATA:
Civil Status: Single
Nationality: Filipino
Religion: Born Again Christian
Birthday: May 31, 1987
Age: 28
Gender: Female
Height: 5’0 ft.
Contact numbers: 656-0840 / 092********
E-mail address: **********@*****.***
AWARDS/ACHIEVEMENTS:
Dean’s Lister, 2nd year 1st semester
Dean’s Lister, 2nd year 2nd semester
Dean’s Lister, 3rd year 2nd semester
President’s Lister, 4th year 2nd semester
Member, Top 20 Graduating College Academic Scholars
Member, Most Outstanding Graduating Class 2008
Staff Writer – The JournPost newspaper, 2005
Staff Writer – CoC Forum newspaper, 2005
Staff Writer – En Mente magazine, 2007
Managing Editor – Scribbler magazine, 2007
Editor-in-Chief – The Weeklong Tribute, 2007
SEMINARS/TRAININGS ATTENDED:
Accounting for Non-Accountants – May 28-30, 2012, Accenture
Order-to-Cash Training (OTC) – June 2012, Accenture
Procure-to-Pay Training (PTP) – June 2012, Accenture
Coaching Session Workshop – August 2014, Arvato
Team Leaders’ Development Program – August 2014-September 2014, Arvato
Leading with Emotional Intelligence – October 2014, Arvato
Microsoft CRM Foundation Training – May 14-15, 2015, Arvato
INTERNSHIP:
Manila Bulletin – January-March 2008
Atlas Publishing Co., Inc. – December 2007-January 2008
TRAITS:
Hardworking
Highly reliable
Fast learner
Trustworthy
Dedicated to work
Competitive
Contact this candidate