Customer Service Representative

Michael Rona. Fernando

Email: actd1s@r.postjobfree.com/actd1s@r.postjobfree.com

Address: Blk2 Lot5 GFH Anabu IC, Imus City Cavite

Mobile: 091********/091********

Summary

High proficient in handling concern and inquiry mostly escalation in the means of Ticketing/Email. Knowledgeable in troubleshooting steps by using blind access and detailed execution of an error website. Overloaded in a part of marketing strategy due to role as Social Media Executive in my previous role.

Education and Trainings

Guthrie Jensen Training (Personalize Customer Experience Certified)

Associate Degree in Computer Programming/Secretarial (2010-2012)

(Datacom Institute of Computer Technology, Imus City, Philippines)

COMPETENCE:

Can work efficiently in a team as well as individually ( Team Player)

Highly adapted to learn new views and ideas

English Proficient and can do MultiTasking

Good communication skills

Computer Browser Savy (Google Chrome, Mozilla, Internet Explorer)

Email /Ticketing proficient

Work Experience

GrabTaxi Group Manila

January 2015– January 2016: Social Media/Email Support Executive

A supervisory role, established a concrete marketing strategy on how to advertise the company growing service.

We create promo codes and advertising strategy to promote the Grab Taxi verticals like Grab Car, Grab Express and Grab Bike.

Handle numerous escalation specifically crisis management, reports and customer satisfaction.

We do daily reports that submitted to our Operation Manager moreover if its severe.

Handle a bulk of inquiries in a form of Emails and Tickets

Answers all inquiries in the medium of Social Media ( Facebook, Twitter and Instagram).

Stefanini Philippines Manila

November 2013 – June 2014/Projectbase: Website Support Analyst

Fix customers website using multiple browser like Google, Mozilla and Internet Explorer, Assist them how to download MS Office 2010/2013.

Incognito Expert on their OS (Windows 7, 8 and 8.1), fixing specific HTML codes for the virtual website if its still not working.

We also do troubleshooting steps for their software(Clear Cache/Cookies) and Hardware( reboot System, printer, monitor).

Handles numerous inquiries in form of Tickets/Email/Chat services.

The Xerox Company

April 2012 –April 2013: Customer Service Representative

Handle inbound process in ACS Xerox Company in Health Care account.

Take calls from Doctors, Head Nurses or common patient in assisting them what is their statuses (Eligibility)

Answer customers inquiry regarding to their Eligibility, Deficient account and Cancelled account.

We do (Claims and Benefits),(CoPayment), Identifying if they are Inpatient/Outpatient

Communication: English, Filipino

Age: 24 (December 29, 1990)

Skills

Zendesk system expert

Troubleshooting Savy

References:

Criscor Servancia (099********/091********) Team Leader

Karp Ablang (091********/091********) S.M.E China Del Rosario (092********)

Rowena Salasa (092*********/093********) Q.A JVC Legaspi (092********) Q.A

I hereby certify that all information above are true and correct to the best of my knowledge.

Michael R. Fernando

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