Customer Service Manager

LYZA JOY VILLANUEVA TISOY

Address : Dubai Investment Park 1, Jebel Ali, Dubai, UAE

P.O Box 86834

Contact No. +971*********

Email Address: *******.************@*****.***

OBJECTIVE:

To be part of a fast growing company which offers continues opportunity for an excellent career development.

Obtain a position that will effectively utilize my skills and experience and the opportunity to work with a team.

PERSONAL PARTICULARS:

Date of Birth : March 31, 1986

Place of Birth : Quezon City, Philippines

Age : 30 y/o

Sex : Female

Civil Status : Single

Religion : Roman Catholic

Nationality : Filipino

QUALIFICATIONS:

Excellent verbal and written English communication and telephone skills.

Proficient in MS Office with good typing skills (60WPM).

Assist in administrative and back office tasks.

Self motivated, enthusiastic, fast learner and highly organized.

Self directed and able to complete tasks with minimal supervision

Maintain complete and detailed knowledge of all assigned tasks.

Positive and result driven. Able to work independently and within a team environment.

Strike positive and cooperative tone with both customers and coworkers.

Ability to multi task and work under severe time pressure and yet exhibit error-free work and achieve set targets and service standards.

Detail oriented and problem solving, strong organizational and planning skills.

7 years experience as Customer Service Executive in a multinational company.

Strong communication and negotiation skills.

EDUCATIONAL ATTAINMENT:

Tertiary : Polytechnic University of the Philippines

Bachelor in Business Administration Major in Management

Sta. Mesa, Manila

SY: 2003-2007

WORK EXPERIENCE:

HSBC ELECTRONIC DATA PROCESSING INC.

UP Ayala Technohub Commonwealth Avenue Diliman, Quezon City Philippines

SY: August 12, 2007 – March 30, 2014

CUSTOMER SERVICE EXECUTIVE

HBIO US COLLECTIONS (5 YEARS) HBAU AUSTRALIA COLLECTIONS (2 YEARS)

Use effective sales and soft-skill communication techniques to better service customers, present solution, overcome objections and convince clients.

Responds to telephone inquiries regarding company’s products and/or services following standard scripts and procedures.

Investigates customer complaints and resolve problems. Document details and actions taken.

Properly directed inbound and outbound calls in phone queues to improve call flow.

Provide accurate and appropriate information in response to customer inquiries.

Worked with higher management to ensure appropriate changes were made to improve customers’ satisfaction and the department will be calibrated.

Demonstrated mastery of customer service call scripts within specified timeframes.

Consistently meet if not exceed monthly goals/targets.

Consistent monthly and yearly Top Performer awardee.

Prepared periodic performance reports and forwarded it to the manager.

Implemented quality control measures as guided by the manager.

SUTHERLAND GLOBAL SERVICES

Berthaphil 2, Berthaphil Compound Jose Abad Santos Avenue CSEZ, Clark Pampanga

SY: May 25, 2015 – August 8, 2015

TECHNICAL SUPPORT – MICROSOFT WINDOWS (UP AND RUNNING)

Proficient in handling escalated calls and providing level 1 Technical Support to end-users.

Maintenance of computer hardware systems and system assembly.

Basic level of troubleshooting, installation and configuration of operating systems.

Resolved customer complaints and concerns with strong verbal and negotiation skills.

Displayed courtesy and strong interpersonal skills with all customer interactions.

Maintained composure and patience in face of difficult customer.

CHARACTER REFERENCES:

Maria Theresa Cootauco

Manager for Operations

HBAU Collections Low-Risks

Contact Number: +63-927-****-***

Tie Line Number: 716********

Contact this candidate