Customer Service Representative
Resume:
Irene Hife (Ms.)
Address: Daruhan Drive, Kimba, San Roque, Talisay City,
Cebu, Philippines
Contact No. +639*********/+639*********
Email Add: ***********@*****.***
Experienced Customer Service Officer for 10 years.
10 years of experience providing customer support in busy call center environments for credit cards banking, telecommunications and retail
An unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty.
Strategic-relationship/partnership-building skills -- listen attentively, solve problems creatively, and use tact and diplomacy to find common ground and achieve win-win outcomes.
WORK EXPERIENCE
Employer: JPMorgan Chase & Co.
Cebu Business Park, Cebu, Philippines
Sept 2015 - Present
Account: Chase Retail Banking
Position: Customer Service Representative
Duties and Responsibilities:
Attend to billing inquires of customers
Providing online support for customers using www.chase.com to check their respective accounts or other banking needs
Key Accomplishments:
Top CSAT Performer in training.
Part of the Top Process Training MicroTeam in Training
Employer: UOB Centre of Excellence
Level 18-24 Vista Tower, The Intermark, Kuala Lumpur, Malaysia
May 2013 – May 2015
Account: UOB Credit Cards & Payments
Position: Customer Service Representative / Product Service Escalation Officer
Duties and Responsibilities:
Attend to billing inquires of customers
Providing excellent customer service in catering their business needs
Update the clients on progress of the Service Escalation Request
Key Accomplishments:
Assist in handling issues forwarded to offline team, liaises with the customer and back end business units.
Employer: United Overseas Bank
396 Alexandra Road, Singapore 119954
July 2011 – May 2013
Account: UOB Credit Cards & Payments
Position: Customer Service Representative
Duties and Responsibilities:
Attend to billing inquires of customers
Providing excellent customer service in catering their business needs
Update the clients on progress of the Service Escalation Request
Key Accomplishments:
Helped company attain the highest customer service ratings (as determined by external auditors) -- earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness.
Hand Picked to do Call Quality Monitoring Evaluations for agents in Malaysia.
Employer: WiPro
Business Park, Cebu Branch, Philippines 6000
January 2009- June 2011
Account: British Telecom Communication
Position: Team Lead
Duties and Responsibilities:
Answer billing question of customers
Do offline Work for complicated OneBill issues
Address customer’s need for escalated issues
Evaluate agents calls to ensure customer’s satisfaction while meeting business standards
Coaching and feedback for agents’ progress on their respective matrix
Collate the sites’ refund request for clients approval
Key Accomplishments:
Able to manage three newly acquired off-line business of the company. Hands on Tem lead in terms of the product knowledge, handling escalations and overseeing productivity on a daily basis.
Employer: Convergys
Banawa, Cebu Branch, Philippines 6000
May 2007 - September 2008
Account: Sprint together with Nextel (Mobile Communication)
Position: Customer Service Representative
Duties and Responsibilities:
Answer billing question of customers
Offer products and services that will suit their normal mobile usage
Provide simple trouble shooting steps for technical issues of products purchased
Educate and Assist Customer on the usage of handset purchased
Key Accomplishments:
Managed a high-volume workload within a deadline-driven environment. Resolved an average of 550 inquiries in any given week and consistently met performance benchmarks in all areas (speed, accuracy, volume).
Employer: Parlance Systems Incorporated
Makati City, Philippines
Molo, Iloilo City, Philippines
December 2005 - May 2007
Account: Dishnetwork (Satellite TV Provider in USA)
Position: Customer Service Representative/Quality Assurance Specialist
Duties and Responsibilities:
Attend to billing inquires of customers
Offer products and services that will tailor-fit their needs
Provide simple trouble shooting steps for technical issues of products purchased
Evaluate calls of assigned agents to ensure quality on each call
Coordinate with the designated Supervisors of the supposed agents to address issues on call handling thus promote Customer Satisfaction on each call
Key Accomplishments:
Recognized as "#1 Customer Service Rep" (out of 20 reps in division) in 2009.
Employer: Yusen Air & Sea Philippines
Mandaue City, Cebu Philippines
September 2004 - September 2005
Account: Sea / Air Import (Logistics)
Position: Customer Service Representative
Duties and Responsibilities:
Prepare documents for Customs Clearing purposes of the items imported to the Philippines
If necessary, secure permits for goods such as chemicals.
Prepare manifest for cargoes that is to be submitted to shipping lines
Contact subcontractors for delivering Container Vans or Loose Cargoes
Update the clients of the progress in releasing their imported goods
Prepare the billing statements of Clients on each transaction
Build trust with clients that might encourage shipments from their other suppliers.
Ensure Customer Satisfaction on each call.
TRAININGS AND CERTIFICATIONS
Seminars Attended
April 30, 2005 Customer Service Training
March 25, 2007 Coaching and Feedback Training
April 30, 2005 Internal Quality Audit (IQA)
Educational Attainment:
Tertiary: University of San Jose – Recoletos
(Bachelor of Secondary Education - Major in Physical Education)
Cebu City, Philippines 6000
Qualifications:
Can Work Under Pressure & Minimal Supervision w/ Positive Outputs.
Fast Learner, Patient and Hardworking. Plans Tasks Ahead of Time. Good in Multi-tasking.
Good oral and written communication skills. Good interpersonal skills.
Team player with maturity and the ability to supervise and co-ordinate.
Able to work in a fast-paced environment.
Skills:
Skill Name
Skill Level
Last Used/Experience
Customer Service
Expert
Currently used/10 years
Call Center Service Operations
Expert
Currently used/9 years
Complaint Handling/Dispute Resolution
Expert
Currently used/4 year
Data Entry/Records Management
Expert
Currently used/1 year
Multiline Phone Use
Expert
Currently used/10 years
MS Word, Excel and Access
Intermediate
Currently used/10 years
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