Customer Service Representative
Resume:
LIWANAG RIVERA SUNGAHID
Plaridel St. Looc, Mandaue City, Cebu, Philippines 6014
***************@*****.***
Mobile: 091********
PERSONAL DATA:
Birthdate: June 28, 1980
Age: 44
Civil Status: Married
Religion: Roman Catholic
Citizenship: Filipino
WORK EXPERIENCE:
Virtual Scheduling Planner and Logistics Coordinator Tbelle Corporation (Plena Healthcare)
GF MSY Tower 1, Pescadores Road, Ayala Cebu Business Park, Cebu City March 2022 to October 2024
Fulltime (WFH)
Duties and Responsibilities:
• Maintain Podiatry Schedules: Ensure that podiatry schedules in assigned states are effectively managed to meet business outcomes.
• Communicate Schedule Changes: Relay updates and changes to podiatry schedules within assigned states to key stakeholders in a clear and timely manner.
• Minimize Scheduling Issues: Address and resolve scheduling continuity issues to maintain smooth operations within assigned states.
• Handle Rescheduling: Oversee all day-to-day rescheduling, including emergency adjustments, to meet business service level requirements.
• Professional Interaction: Interact with clients, suppliers, and colleagues professionally and courteously at all times.
• Collaborate with the Operations Team: Work closely with the broader Operations team to ensure podiatry schedules, travel arrangements, and customer communications are executed to the required standards.
• Manage Equipment Suppliers: Coordinate with podiatry suppliers and technicians to ensure that equipment and supplies are properly completed and calibrated.
• Perform Administrative Duties: Execute additional administrative tasks to support overall operations.
Customer Service Specialist - Document Reviewer
Fusion BPO Services
7F Robinsons Cybergate Bldg Fuente Osmeña Cebu City PH 6000 June 18, 2020 to March 2022
Fulltime (WFH)
Duties and Responsibilities:
• Document Review: Review and verify submitted documents for completeness and accuracy.
• Request Missing Documents: Contact clients to request any required missing or incomplete documents.
• Identify Fraudulent Accounts: Flag and report any accounts suspected of fraud.
• Submit Applications: Submit loan applications to the SBA once all required documents are completed and verified.
SME - Quality Assurance Analyst
411 BPO
Cebu IT Tower, 8/F, Archbishop Reyes Ave, Cebu City, 6000 Cebu February 2019 to September 2019
Fulltime
Duties and Responsibilities:
• Conduct Weekly Audits: Perform weekly evaluation audits for each QA Specialist to assess performance and ensure quality standards.
• Facilitate Calibration Sessions: Organize and lead calibration sessions to align all key departments on the criteria for a quality call.
• Lead Weekly Discussions: Host weekly meetings with QA Analysts and team leaders to discuss updates on quality, policies, and procedures.
• Coach QA Analysts: Provide coaching and support to QA Analysts to address areas of improvement and enhance performance.
Quality Assurance Analyst
Teletech Philippines Customer Care
Oakridge IT Center, A.S Fortuna St. Banilad, Mandaue City, Cebu April 2017 to August 2018
Fulltime
Duties and Responsibilities:
• Evaluate Calls: Assess calls and gather information to identify areas for improving agent performance.
• Facilitate Calibration Sessions: Lead calibration sessions to ensure consistent understanding across all departments regarding what constitutes a quality call.
• Train on Quality Standards: Provide training to agents and team leaders on quality policies and procedures.
• Coach Agents: Offer coaching to agents to address and improve specific areas of opportunity.
• Provide Feedback: Deliver constructive feedback to call center team leaders and managers to support performance improvements.
• Prepare and Analyze Reports: Compile and analyze both internal and external quality reports to track performance and identify trends.
Customer Service and Sales Associate / Case Specialist Teletech Philippines Customer Care
Oakridge IT Center, A.S Fortuna St. Banilad, Mandaue City, Cebu October 2013 to April 2017
Duties and Responsibilities:
• Handle Inbound Calls: Receive and manage inbound calls from customers.
• Assist HP Customers: Support Hewlett-Packard (HP) customers in the USA.
• Order and Product Support: Assist customers with placing orders, providing product information, checking order status, and managing shipping and delivery.
• Resolve Complaints: Address and resolve customer complaints effectively.
• Conduct Outbound Calls: Make outbound calls as necessary to follow up on leads or resolve issues.
• Email Communication: Send emails to clients and customers as needed to address specific case requirements.
Customer Service Representative/Technical Support
Qualfon Philippines, Inc.
Skyrise 3, IT Park Lahug Cebu City
May 2012 to October 2013
Duties and Responsibilities:
• Handle Inbound Calls: Receive and manage inbound calls from customers.
• Account Assistance: Assist customers with paying their accounts and managing their billing inquiries.
• Resolve Complaints: Address and resolve customer complaints effectively.
• Account Provisioning: Use the billing system to provision and manage customer accounts.
• Billing Systems Expertise: Demonstrate knowledge of the billing systems for major US phone carriers, including Sprint, Verizon, AT&T, and T-Mobile.
• Technical Support: Handle technical issues related to these four carriers.
• Conduct Outbound Calls: Make outbound calls as necessary to follow up on customer issues or inquiries.
Store Supervisor
Europa Collections
Orchard Road, Singapore
May 2009 to May 2011
Duties and Responsibilities:
• Report to Manager/Owner: Provide direct reports and updates to the Manager or Owner.
• Handle Customer Inquiries: Address and resolve customer complaints and inquiries promptly.
• Staff Scheduling: Create and manage staff schedules to ensure adequate coverage and operational efficiency.
• Manage Inventory: Oversee stock ordering and maintain accurate inventory records.
• Develop Marketing Strategies: Responsible for planning and implementing marketing strategies to promote business growth.
Manufacturing Technician
Lexmark International Phils., Inc.
Mepz 2 Basak Lapulapu City
February 2005 to August 2008
Duties and Responsibilities:
• Ensure Quality Production: Produce high-quality products on time while minimizing costs.
• Maintain Machine Quality: Ensure that machinery is well-maintained and operating efficiently to maximize uptime.
• Adhere to Cleanroom Protocols: Follow strict cleanroom protocols to maintain a controlled and contamination-free environment.
• Conduct Standard Gauge Checks: Perform accurate standard gauge checks to ensure product quality and compliance with specifications. Sales Staff
Doc's Candles
Ayala and SM Cebu
December 2003 to February 2005
Duties and Responsibilities:
• Maintain Shop Orderliness: Ensure the shop is organized and clean, providing a pleasant environment for customers.
• Address Customer Needs: Attend to customer needs and preferences, offering personalized service.
• Manage Event Bookings: Handle bookings for various events, including birthdays, weddings, and corporate functions.
• Oversee Inventory: Manage stock ordering and maintain accurate inventory records. SHORT COURSES ATTENDED:
Real Estate Virtual Assistant Course
- Administrative Tasks
- Social Media Marketing
- Listing Management
- Transaction Coordination
- CRM's and Apps
- Real Estate Process
Social Media Marketing Course
- Social Media Marketing
- Algorithm
- Content Creation
- Lead Generation
- SEO
- WordPress
- Facebook Ads
TRAINING & SEMINARS ATTENDED:
• Work Attitude and Values Enhancement
• Teamwork
• Basic Emergency Action Procedure
• Poka-yoke
• Lean Six Sigma Training
• Industrial Hygiene
• Information Technology ( IT ) Security Awareness
• Hewlett-Packard Product Knowledge
EDUCATIONAL ATTAINMENT:
Diploma of Primary Education: Tabok Elementary School Graduated – March 1992
Diploma of Higher Education: Mandaue City Comprehensive National High School Graduated – March 1996
Bachelor of Science: Computer Engineering
University of San Jose - Recoletos
5th-year level
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