Customer Service Manager

GUTTAN, MITCHELL GRACE STA.JUANA

Contact no: 099*-***-****

Email Address:

********.******@*****.***

********.*****.******@*****.***

I. Personal Data

Date of Birth: November 17, 1990

Place of Birth: Pateros, Metro Manila

Sex: Female

Civil Status: Single

II. Educational Background

Tertiary- Our Lady of Guadalupe Colleges, Mandaluyong City

Bachelor of Science in Nursing

2007-2011

Secondary- Benigno “Ninoy” Aquino High School, Makati City

2003-2007

Primary- East Rembo Elementary School, Makati City

1997-2003

III. Certificates, Trainings and Examination

Lean Training

June 2015

United Health Group, Taguig City

Six Sigma: White Belt Training

May 2013

United Health Group, Taguig City

Nursing Licensure Exam

July 2011

Manila

V. Working Experience

Process Executive

Infosys, BPO Ltd.

3rd Floor, Market Market, Taguig City

August 2011- February 2013

AT&T U-Verse

Job Responsibilities:

• Manage large amounts of inbound and outbound calls in a timely manner.

• Diagnose and resolve technical hardware and software issues involving television, internet and phone connection.

• Address general sales and billing inquiry.

• Research the issue using available resources and information, ensuring that standard procedures and processes are followed.

• Escalate and redirect the issues outside of scope to appropriate team for investigation and resolution.

• Meet personal/team qualitative and quantitative targets.

Senior Customer Service Representative

United Health Group

Science Hub Tower1, Mc Kinley Hills, Taguig City

April 2013- Present

Optum HIE (Health Information Exchange)

Job Responsibilities:

• Deliver service and support to end-users using and operating automated call distribution phone software.

• Gather customer’s information and determine the issue by evaluating and analyzing the symptoms.

• Prepare accurate and timely reports.

• Accurately process and record call transactions using a computer and designated tracking software- HPSM and Salesforce.

• Utilizes complex and diverse tools for troubleshooting. Lotus Notes, Domino Administrator, Domino Designer, mainly used.

• Respond to Severity 1 (Critical Issue) calls and cases.

• Collaborating with the appropriate team for issue investigation and resolution.

• Stay current with system information, changes and updates.

• Meet personal/team qualitative and quantitative targets.

• Works in shifting schedule following a 24/7 support structure.

Optum Care Manager

Job Responsibilities:

• Point of contact for customers seeking technical assistance over the phone or email.

• Determine the best solution based on the issue and details provided by customers.

• Collaborating with the appropriate team for issue investigation and resolution.

• Stay current with system information, changes and updates.

• Sharing ideas on process improvement.

• Meet personal/team qualitative and quantitative targets.

• Works in shifting schedule following a 24/7 support structure.

VI. Character References

Gerard Patrick P. Gamit

Assistant Manager, Optum HIE Support- GHD

Contact Numbers:

Office: +632-***-****

Mobile: +63917- 809- 8455

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

Jocelyn Doon- DelCastillo

Service Delivery Manager, OGS Operation

Contact Numbers:

Office: +632-***-****

Mobile: +639**-***-****

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

Matthew L. Ritter

Senior IT System Management Analyst

Contact Number:

Mobile: 415-867- 3804

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

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