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Customer Service Representative

Location:
Pasig, NCR, Philippines
Posted:
April 14, 2016

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Resume:

MARIA JOSEPHIA SAN JOSE TORRES

**B Stella Maris St., Bgy. Kapitolyo, Pasig City

August 13,1980

Mobile: 63-090*-***-**** / 63-097*-***-****

Single

acucvy@r.postjobfree.com

EMPLOYMENT BACKGROUND

BDO Remittance July 2015 to March 2016

Business Development and Support

Branch Operation Head (Macau) – Junior Assistant Manager

Enable on-time project completion by using appropriate resources effectively. Gather and analyse information from diverse source to provide a solution. Ensure quality outcomes and encourage adherence to procedures. Document and maintain accurate records. Listen carefully to others and clarify issues to ensure understanding. Treat people with respect and courtesy, recognizing the needs of others.

BDO Capital & Investment Corporation March 2011 to June 2015

Office of the Head of Mergers & Acquisitions and Advisory Practice

Senior Legal / Corporate Finance Assistant – Junior Assistant Manager

Member of the Mergers and Acquisitions team that handles the due diligence, negotiations, structuring and execution of BDO’s acquisition of banks and bank-related entities. Assisted and supported the Head of M&A (Mergers and Acquisition) during special projects and advisory deals and all other tasks that may be assigned by the Board and the Management. Acted as liaison of the Head of M&A to internal and external clients. Handled logistics of M&A meetings as well as dissemination of key topics and information. Responsible for preparing reports as may be assigned by the Head on matters affecting M&A such as daily monitoring of prevailing market rates from Bloomberg & Philippine Dealing & Exchange Corp. and brief digests of Philippine Stock Exchange disclosures. Kept and filed records of transactions for future reference.

Banco de Oro Universal Bank September 2004 to February 2011

Customer Contact Center (Backroom)

Support Services Officer (October 2008 to April 2011)

Implemented Service Quality, Managed Customer Complaints Reporting and Conducted Training & People Development.

-Ensured Service Quality through: Checking and tracking of errors post-call of Customer Service Officer / Customer Service Representative, Reviewing and auditing of cases according to the Polices & Procedures manual, Reclassifying or retagging of cases according to assessment, Coordinating with the complaints fulfillment unit on the resolution of the cases and Summarizing reports and updates of cases.

-Managed Customer Complaints Reporting through: Tracking of escalated complaints and submitting reports on non-conformity by the concerned unit assigned to resolve the complaint, Maintaining complaints dashboard on daily basis to record progress of complaints and its resolution, Conducting complaints analysis, identifying top complaints and reporting for further action and Auditing customer complaints on daily basis.

-Conducted Training & People Development through: handling and updating the Management Information System Consolidation and the Review and Analysis of Productivity & Action Tracker. These reports included Training Attendance, Policies & Procedures Compliance, Training Needs Analysis based on Quality Assurance Results and Mystery Call Overall Summary Result.

Customer Contact Center (Inbound)

Customer Service Officer (June 2006 to October 2008)

Received calls from BDO clients addressing their queries, requests and complaints regarding the Bank’s products. Was consistently top performer in terms of most number of calls taken at above average customer satisfaction level. Commended several times by client callers for excellent service delivery. Received award as Best Customer Service Representative in 2007. Performed other functions and participated in special projects or assignments given by the Customer Contact Center Head and Transaction Banking Group Head. Promoted every year since being hired attaining Junior Assistant Manager level. Underwent and passed Officers’ Development Program.

Human Resources Department (Training & Development)

Training Officer - Telephone Services (May 2005 to May 2006)

Served as trainer and supervisor to Telephone Service Assistants (TSAs) on work schedule update. Acted as a primary resource person to TSAs for problem resolution, complaints, and emergencies. Monitored service level daily. Reported directly to the Call Center Head. Updated, compiled and distributed the interim BDO directories to all BDO units. Consistently received high performance rating for work delivered.

Junior Training Assistant (September 2004 to May 2005)

Trained to assist in Human Resources’ team building programs and activities for all Branches and Departments of BDO. Maintained Telephone Courtesy / Mystery Caller program. Trained to be knowledgeable in BDO’s products and services and Employee Policies & Procedures.

Crossings Department Store April 2004 to August 2004

Business Development

Account Executive

Marketed Darphin, a “professional botanical Parisian skincare line”, exclusively distributed by Crossings. Initiated and developed customer relationships with the Spa and Salon Managers and Owners. Developed territory plans within Metro Manila

C.N.T. Promo and Ads Inc. November 2003 to March 2004

Marketing

Marketing Assistant

Maintained marketing reports for key accounts (Johnson & Johnson and Sun Cellular). Handled correspondence with clients. Worked on special projects such as drawing maps of provincial territories to conduct a marketing strategy (Johnson & Johnson) as well as supervising and monitoring the needs of the Promo Sales Representatives (Sun Cellular).

Stalder Laboratories June 2003 to October 2003

Sales

Medical Representative

Initiated and developed customer relationship, with dermatologists, which may include pre-arranged appointments and 'cold' calling. Made presentations to doctors, practice staff and nurses. Developed strategies for increasing opportunities to meet and talk to contacts in the medical, healthcare and wellness sector covering several areas (San Juan, Pasig, Pateros, and Taguig). Managed budgets. Kept detailed records of all contacts. Planned work schedules and weekly and monthly timetables. Monitored competitor activity and competitors' products.

Core Prime Communications Incorporated January 2001 to March 2002

Marketing

Marketing Officer

Assisted in Marketing Department in all aspects of support, development and distribution of marketing and sales materials. Handled marketing for magazine named “Barangay Pinoy”, a magazine for Overseas Filipino workers distributed to Singapore and Hong Kong. Organized promotions and marketing campaigns which includes promotional flyers, direct mail campaigns, advertisements, notice board among others. Assisted in the publication of magazine as well as conducted internet-based market research.

EDUCATIONAL BACKGROUND

Bachelor of Science in Management 1999 - 2003

Jose Rizal University

Mandaluyong City

SEMINARS ATTENDED

Anti -Money Laundering Act

by BDO Unibank, Inc.

Officers Development Program (BDO)

by BDO Unibank, Inc.

Stress Management Seminar

by BDO Unibank, Inc

Business Writing on the Job Seminar (BDO)

by BDO Unibank, Inc.

REFERENCE

Available upon request



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