Subject Matter Expert
Resume:
CRISTINA M. CARRITERO
Blk * Lot ** Angelina Ville Brgy San Isidro Antipolo City 1870
SSS# 339-***-****
Tin# 302108700
Email Add: *************@*****.***
QUALIFICATIONS & SKILLS
- Learns fast, requires minimal supervision and can absorb knowledge even with limited training
- Advance knowledge in PC Applications such as MS Office, MS Excel, MS Word, PowerPoint and Etc...
- Effectively analyze and interpret information to give positive resolution
- Interacts well with people and can work well even under pressure
- People Oriented; with very good negotiation skills and a problem solver
EXPERIENCE
Jan 15 2016 – October 20 2016 - Subject Matter Expert (Supports Voice and Email Reps)
LizardBear Tasking Inc.
7th Flr. Super Metro Mall Anonas, 974 Aurora Blvd Project 3 Quezon City, Metro Manila 1102
-Answers tickets (Email Support) / Logged in (Voice Support) in full production for 4 hours a day as an individual contributor.
-Provides floor support and real time intervention to all teammates for the remaining 4 hours.
-Answers line escalations / Sup Calls
-Cascades product updates through quick huddles and email blast.
-Conducts learning session and up training when needed
-Performs coaching and feedback to teammates under my cluster once a week
-Assist Team Manager in driving KPI’s of the team
-Ensuring prompt escalations (Outages, Uncommon Issue Types, Tools error and Access issues, etc.)
-Supervise the team in the absence of the Team Manager
-Monitor teammate’s tickets through Audits/SBS
Aug 06 2015 - Jan 15 2016 - Email Support Representative
TaskUs Inc.
7th Flr. Super Metro Mall Anonas, 974 Aurora Blvd Project 3
Quezon City, Metro Manila 1102
-Responds to email queries in a timely manner
Dec 21 2014 – March 9 2015 – Senior Process Executive
Cognizant Technical Solutions
11th Flr. Hanston Square One San Miguel Avenue Ortigas Pasig City
-Case Manager who deals hand in hand to agent and agencies in completing specific documents for each states
-Responsible in determining qualified applicant
-Communicates with the Underwriters for faster completion of the medical reviews
-Deals with the payments and activation of the clients policies
-Do follow ups if there are questions raised regarding the re-application of withdrawn and closed policies.
-Handles escalation and refunding of premiums
-Ensuring the quality and accuracy of the insurance application process
August 22 2012 – Dec 20 2014 - Process Executive
Cognizant Technical Solutions
11th Flr. Hanston Square One San Miguel Avenue Ortigas Pasig City
- Responsible in reviewing submitted insurance applications
- Interacts with assigned agents, informing them of the missing and incomplete forms needed for the application
- Ensures that output is quality-compliant
September 2011 – August 2012 – Consultant
Sutherland Global Services
10th Flr. Philplans Corporate Center Kalayaan Avenue Bonifacio Global City, Taguig
- Handles Customer Care and Knowledge transfer for EBAY
- Resolves billing disputes, maximize strategic products and provide excellent customer service that is efficient, effective and least costly to the company.
- Provides needed assistance with product information and policies
- Walkthrough clients in navigating the website
- Ensuring confidentiality of clients account information
- Handles disputes and error in payment.
- Locating lost items and helping members on how to communicate with sellers or buyers.
December 2009 – September 2011 – Technical Support Specialist
SITEL Philippines Incorporated
31st Flr, Cyber one Eastwood City Libis, Bagumbayan Quezon City
- Handles customer queries
- Assist members in troubleshooting connection
- Help clients with installing anti virus and modem connection
- Ensures quality and stability of the network
- Handles disputes and credit requirement
May 2007 – June 5, 2009 –- Technical Support Representative
Teletech Customer Management Center
2nd Flr. Robinsons Place Cainta, Rizal
- Resolves and troubleshoots connection specific issues
- Knowledgeable in hardware and software issues
- Can use basic applications like Excel, Word and PowerPoint
- Also understands how to use basic internet programs like web and client email as well as basic internet related terminology
November 2006 – April 2007 – Outbound Sales Support
One World Connections Incorporated
31th flr. Wynsum Corp. Pasig City Ortigas, Pasig City
- Outbound Assistance for Yellow Pages
- Provide product information (Quality, Charges and Efficiency of the company we sell.)
May 2006 – November 2006 – Outbound Support Representative
Contact Point Outsource Services Inc.
31th flr. Wynsum Corp. Pasig City Ortigas, Pasig City
- Outbound Assistance for Lead Generation
- Setting up Appointments free with Chiropractors
- Deals with queries and locations nearest for the patients.
January 2006 – May 2006 – Customer Support Specialist
PNI-KMPG Inc.
22nd Flr, Raffles Building Emerald Avenue Ortigas Pasig City
- Provides product information
- Handles customer queries regarding their loans
- Resolves billing disputes, maximize strategic products and provide excellent customer service that is efficient, effective and least costly to the company.
June 2005 – August 2005 – Training Assistant (OJT)
Marikina Rehabilitation Center
- Assist and observe Psychologist while dealing with patient
- Ensure on time medication and regular routine of the patients.
- Handles filing of members confidential analysis and Psychological reports.
January 2005 – May 2005 – Human Resource Assistant (OJT)
Rizal Employment Agency and Manpower Services Antipolo City
- Handles student file.
- Assisting guidance officer in handling student Psychological analysis.
- Keeping Confidential reports and forms.
EDUCATIONAL BACKGROUND
TERTIARY
UNIVERSITY OF RIZAL SYTEM 2001- 2005
A.B. Psychology
Antipolo City
SECONDARY
ANTIPOLO FAITH CHRISTIAN SCHOOL 1996-1999
OUR LADY OF PEACE SCHOOL 1995-1996
Antipolo City
ELEMENTARY
OUR LADY OF PEACE SCHOOL 1988-1995
Antipolo City
PERSONAL DATA
Age: 34 years old
Birthdate: February 17, 1982
Birthplace: Antipolo City
Civil Status: Single
Nationality: Filipino
Mother’s Name: Mindaliza Marquez Carritero
Occupation: English Secondary School Teacher
Father’s Name: Irineo Silverio Carritero
Occupation: Deceased
Work References available upon request
I hereby certify that the information contained above is accurate
CRISTINA M. CARRITERO
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