Customer Service Representative

ANTONETTE DELOS SANTOS ANDRADA

#**** **** ****** **., ***** Alfonso, Bambang, Pasig City

+639********* / ****************@*****.***

Educational Background

**** – 2000 The National Teachers College

B.S. Elementary Education

1991 – 1995 Colegio del Buen Consejo

1985 – 1991 Pasig Elementary School

Work Experience

August 2015 – Present Convergys Philippines

Customer Service Representative

Duties and Responsibilities:

Received calls from AT&T prepaid clients from US

Assist them in refilling their account

Assist in changing their rate plan

Activating new line of service

Basic technical troubleshooting of their device

March 2015 – July 2015 Convergys Philippines

Device Unlock Agent

Duties and Responsibilities:

Received request from ATT and non ATT customers who want their device to be unlock

Received case from ATT Customer Service whom they received calls from customer

who wants to unlock device

Checks contract if device is possible for unlock

Unlock devices using the tool and give code if necessary

Send instruction to customers on how to unlock their devices

November 2009 – January 2015 Convergys Philippines

Review Analyst

Duties and Responsibilities:

Audit Customer Service of different sites from US and in Philippines (Postpaid & Prepaid)

Check if the credits given was sufficient, correct and according to policy of AT&T

Give quality feedback to Representative regarding the credit given

Extract reports from Catalyst tool to run Completion Rate for all sites

Do every week Division of Transaction for all Review Analyst Agents

Process the Upgrade reversal of Customer who returned the phone from National retailers

March 2009 – September 2009 Convergys Philippines

Collector

Duties and Responsibilities:

Call Customers of Citibank, American Express, AT&T (Visa / Master / JCB) that have

past due in their account for 1 – 2 months

Help them in bringing their account to current status by asking them reason why

they got behind and ask for the payment

If they cannot pay the whole amount or the minimum due in the account, will enroll them in

payment arrangement which have less interest than usual rate of 3.5% with specific

number of months but lower monthly rate.

July 2002 – April 2006 Pasig Elementary School

Grade School Teacher

Duties and Responsibilities:

Handles 7 to 10 years old children

Discipline of children

Everyday lesson planning & checking of attendance

Checking the reading ability of children through California reading test and Individual Reading Inventory.

Checking & recording all kinds of the tests

Giving grades to the pupils including character building

Cleanliness, decoration and orderliness of the classroom

November 2001 – July 2003 Pasig Elementary School

Kindergarten Teacher

Duties and Responsibilities:

Handles 4 to 7 years old children

Discipline of children

Everyday checking of attendance

Checking & recording all kinds of the tests

Giving grades to the pupils including character building

Trains children for the contest

January – August 2001 Zagu Foods Corporation

Training Head

Duties and Responsibilities:

Teach the trainees how to do the inventory and tallying

Gives schedule of training of company crew and OIC.

Updating all the service crew and franchisee

Gives schedule of company crew in the outlets.

Checks the test papers of the trainees

Achievements

Jan – Dec 2012 Best of the Best Team Convergys Corporation

Jan – Feb 2013 Basic Spanish Language Internationale

2010 – 2014 Top Agent Convergys Corporation / AT&T

August 2001 Passed the Licensure Professional Regulation Comm. Examination for Teachers

1995 – 1996 Student Government Officer The National Teachers College

1995 – 1996 Historical Quiz Bee Finalist The National Teachers College

Personal Data

Age : 37 years old

Sex : Female

Date of Birth : September 4, 1978

Place of Birth : Marikina Metro Manila

Civil Status : Married

Skills : Computer Literate (Internet, Windows, MS Word,

MS Exel, Power Point, Paint, Arc Soft Studio)

Person to Contact in case of Emergency:

Rommel S.Andrada

1379 Lola Binday St., Villa Alfonso, Bambang, Pasig City +639********* / **************@*****.***

References

Felisa M. Verzosa Michael Don M. Rodrigo Rachel D. Cordoba

Teacher Coordinator Team Leader / NSC Training Specialist

Pasig Elementary School Convergys Philippines Baker & McKenzie

Caruncho Ave., Pasig City G5, Makati, City Global, Taguig City

6419966 / 092******** 099********* 8194240 / 091********

I hereby confirmed that the above information is correct and true.

Antonette Delos Santos Andrada

License # 0724925

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