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Customer Service Manager

Location:
Quezon City, Philippines
Salary:
45000
Posted:
January 10, 2020

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Resume:

ALDRIN LOVELY TOLENTINO

**** ***** ******, **** *, Camarin, Caloocan City, PHILIPPINES 1423

Mobile: +63-929***-****

ada9oq@r.postjobfree.com – personal e-mail

Competent with the process of meeting the goals as a part of the Implementation team that handles activation of the product of a client’s purchase. Process and activate said features in line with the client’s needs. Trained and equipped with the activation of the product that Concur offers to clients for their expense and travel needs. From Sales to planning and configuring the site and the add on, I provide assistance until the client is transitioned to service.

Competent with the process of meeting the goals as a part of the Implementation team that handles activation of the additional business product of a client’s payroll needs. Process and activate said features in line with the client’s needs. Trained and equipped with the activation of the client’s additional business time clocks. From Sales to shipping and configuring the time clock, I provide assistance until the client is transitioned to service. Professional with strong in-bound and out-bound call center experience for leading communications companies and expert knowledge of wireless communications products. Skills include a demonstrated competency in Windows applications, keyboarding proficiency and use of automated systems. Articulate with excellent verbal and written communication skills. Diplomatically resolve customer complaints and diffuse tension to ensure customer retention.

ABILITIES

* Project planning about the implementation and activation of the Concur product the client purchases.

* Facilitate meetings as well as training for both Admins and Users in relation to the concur products.

* More than three years and counting of implementing additional business features of a Major Client’s payroll.

* More than a year of processing and implementing additional business Time clocks of Major Clients.

* Interact with a client decision-maker in setting up the additional payroll features and configuration of the time clocks.

* Additional tasks – acts as Team POC and the team’s POC for scorecard and metrics disputes.

* More than five (5) years of customer service experience.

* Very good performance in high stress, high volume, work environment. Consistent Top Performer.

* Excellent written and verbal English communication skills.

* Self-starter with a can do attitude.

* Fast Learner and Hard Worker.

PROFESSIONAL EXPERIENCE

I. SAP CONCUR PHILS

12th Floor Alphaland Tower, Southgate Mall

Chino Roces Ave. Extension, Magallanes Makati City July 23, 2018 to August 15, 2019 Implementation

Consultant

• Implementation of the client’s purchased products

• Schedule and conduct client project’s calls:

- Configuration call: Review timelines and key milestones, provide consultative advice on how to set up the Expense service via the Set-up Wizard, provide access to the deployment toolkit, facilitate processing of appropriate system, set up forms and address client’s questions.

- Workflow call: Review submission, approval and accounting process and Processor and Payment Manager Tools.

- Administrative Call: review Company card Administrator and Concur Reporting tools, provide Reporting and support registration assistance.

- Miscellaneous projects calls as required.

- Successfully manage multiple, simultaneous implementations by continually motivating clients, ensuring project timelines are met and client and/or partner issues are addressed while adhering to concur’s standard operating procedures.

- Proactively provide status updates to client team, including Executive sponsors, to ensure successful and timely implementation.

- Communicate client status to Implementation Services Manager, consistently and regularly.

- Escalate issues to designated team contacts and/or cross-functional teams in a timely manner to ensure implementation issues are addressed early.

• Manage Credit card feed activation /migration process.

• Transition client to support:

- Detail all implementation activities in internal tracking tools in timely manner.

- Accurately track project time allocation on a daily process.

- Quickly ramp-up on new releases and product functionality to ensure successful implementation of these features for clients.

- Meet or exceed expectations for forecasting, days to implement, days to transition, units deployed and net promoter/implementation satisfaction scores.

• Strike a positive and cooperative tone with both customers and co-workers.

• Complete ongoing training to stay abreast of product, service and policy changes.

• Deliver the BEST customer experience.

II. ADP Philippines

6th Floor Glorietta 2, Corporate Center

Palm Drive, Ayala Center, Makati City

February 9, 2015 to July 23, 2018

Implementation Specialists. AB and ABTLM

• Provide support and Process client’s additional Time clocks order of either Kronos 4500 and/or InTouch from after sales assignment to shipping to activation and configuration and test until transiti oned to services.

• Provide troubleshooting assistance for time clocks that are not working fine and once set up completed with successful test punches, process the billing.

• Provide support and process a client’s additional payroll features and reports as per assignment.

• Complete the set up and make sure client knows how to use the feature by providing consistent walkthrough.

• Strike a positive and cooperative tone with both customers and co-workers.

• Complete ongoing training to stay abreast of product, service and policy changes.

• Deliver the BEST customer experience.

Stint Highlights – TOP 2 Specialty Services Associate for FY2017 and TOP Specialty Services for FY 2018; Consistent TOP ABTLM associate of the month, Consistent TOP AB Associate of the month. III. Convergys Philippines Services

June 11, 2009 to February 2015

1. AT&T Mobility Postpaid Billing Chat Support

Convergys-U.P. Techno Hub I, Delta Building,

U.P. Techno-Hub, Diliman, Quezon City

Senior Customer Support Specialist – Chat Support (February 2014 – February 2015)

• Deliver excellent customer service and build customer satisfaction and loyalty thru Chat Support.

• Provide effective and timely resolution on a wide range of customer inqui ries using the medium of Chatting.

• Strive for one-call resolution of customer issues as per Quality and Company Guidelines through Chat.

• Complete ongoing training to stay abreast of product, service and policy changes.

• Strike a positive and cooperative tone with both customers and co-workers.

• Demonstrate best judgment in the disbursement of adjustments and credits.

• Increase the customer experience by providing information on new products, rate plans, and services through up-selling opportunities.

• Deliver the BEST customer experience thru Chat. 2. AT&T Mobility I.R.U Support Convergys-U.P. Techno Hub I, Delta Building,

U.P. Techno-Hub, Diliman, Quezon City

Senior Customer Service Specialist (July 2012 –February 2014)

• Deliver excellent customer service and build customer satisfaction and loyalty.

• Provide effective and timely resolution of a range of customer inquiries.

• Strive for one-call resolution of customer issues as per Quality Guidelines.

• Complete ongoing training to stay abreast of product, service and policy changes.

• Strike a positive and cooperative tone with both customers and coworkers.

• Demonstrate best judgment in the disbursement of adjustments and credits.

• Increase the customer experience by providing information on new products, rate plans, and services through up selling opportunities • Deliver the BEST customer experience. 3. AT&T Mobility Prepaid

Glorietta 5 Building, Ayala Avenue

Makati City, Philippines

Senior Customer Support Specialist- Commitment Worker (January 2011 – July 2012)

• Deliver excellent customer service and build customer satisfaction and loyalty by following up on the commitment sets for call back by the representative who first handled the call.

• The team serves as ATT Mobility Prepaid’s back office and support group that handles escalations beyond an agent and team lead’s grasp, working on callbacks, reports directly to the client, and takes minimal inbound phone time.

• Provide effective and timely resolution by seeing to it that the issues are resolved upon callback.

• Strive for one-call resolution of customer issues as per Quality Guidelines, instilling in the customer’s mind that although there was a callback made to complete the resolution, it is still part of the First Call Resolution.

• Complete ongoing training to stay abreast of product, service and policy changes.

• Strike a positive and cooperative tone with both customers and coworkers.

• Demonstrate best judgment in the disbursement of adjustments and credits for High Level Adjustments. • Increase the customer experience by providing information on new products, rate plans, and services through up selling opportunities • Provide feedback for invalid commitment and Cases and understanding the Commitment Policies as well as the High Level Adjustment Cases.

• Sends out Start of Day reports to the hierarchy as far as the number of Commitments and Cases to be handled for the day.

• Provide reports for High Level Adjustment Cases.

• Assists the program by acting as floorwalkers and additional supports for new hires and those who are new with the program • Deliver the BEST customer experience. Additional Tasks:

• Handled Cases set for High Level Adjustment Credits- was the P.O.C of the team for the H.L.A. Case

• Made sure that the side projects for the program are taken care of.

• Handled the task of creating and managing the Team’s Schedule on a Monthly Basis, taking note of the plotted and requested V.Ls, Sick Leaves and absences.

• Worked with the Floor Specialist Team in the reskilling when there are additional projects that we are taking care of.

• Reports and other tasks…

Stint Highlights – Was the TOP 2 Commitment Specialist for year 2011; was a consistent Monthly TOP 3 Commitment Specialist

4. AT&T Mobility Prepaid

Glorietta 5 Building, Ayala Avenue Makati City, Philippines Customer Service Specialist- Escalation Team (October 2010 – January 2011)

• Take in escalated calls and making sure that the escalated issues are resolved.

• Provide effective and timely resolution for escalated calls handled.

• Provide assistance for difficult calls as well as assist other agents who are engaged in long calls a s part of involve-to-resolve policy.

• Complete ongoing training to stay abreast of product, service and policy changes.

• Coaches In-bound agents in how to be able to handle effectively difficult customers and difficult calls. Provide feedback for invalid escalations and understanding why the call was escalated.

• Demonstrate best judgment in the disbursement of adjustments and credits.

• Collates and analyses data as far as escalation is concerned and checking whether it is a knowledge, or a will issue.

• Deliver the BEST customer experience.

Stint Highlights – Was assigned to provide support to transition teams 5. AT&T Mobility Prepaid

Glorietta 5 Building, Ayala Avenue Makati City, Philippines Customer Service Specialist (September 2009 – October 2010) • Deliver excellent customer service and build customer satisfaction and loyalty.

• Provide effective and timely resolution of a range of customer inquiries.

• Strive for one-call resolution of customer issues as per Quality Guidelines.

• Complete ongoing training to stay abreast of product, service and policy changes.

• Strike a positive and cooperative tone with both customers and coworkers.

• Demonstrate best judgment in the disbursement of adjustments and credits.

• Increase the customer experience by providing information on new products, rate plans, and services through up selling opportunities

• Deliver the BEST customer experience.

Stint Highlights – was awarded twice as MONTHLY TOP 5 AGENTS 6. Core Shared Group

Glorietta 5 Building, Ayala Avenue Makati City, Philippines Customer Service Associate (June 11, 2009 – September 2010)

Assists customers in booking orders seen by customers through Home Shopping T.V. Provide caller’s additional info about the products that customers are calling about; Make upsell for the product that callers are interested in.

Assist in the renewal of magazine, cable and other product subscriptions.

Helps in introducing some of Bayer’s product, specifically that for Blood Monitoring Gadget.

Answers questions about some insurance policies handles as well as sending of the materials that will be read for enrolment. Handles credit card applications for HSBC, among others

IV. Doray’s Paanakan

784 F. Gomez, St., Brgy, Ibaba City of Sta. Rosa Laguna May 01, 2008 – June 15, 2009

Staff Nurse

V. General Miguel Malvar Medical Center Foundation Commonwealth Avenue, Diliman, Quezon City

Aug 2006 to Apr 2007

E.R. Staff Nurse/OR and DR Nurse

VI. Sta. Teresita General Hospital

D. Tuazon st., Sta. Teresita Heights, Quezon City September 2003 to July 2005

Srub Nurse/ Circulation Nurse/ General Nurse:

VII. Philippine Journalists Inc. (PJI)

Port Area, Manila

Jan 2003 to May 2003

Company Nurse (Contractual 3-months)

VIII. ComCare Inc. Medical Clinic

Dona Soledad Ave., Better Living Subdivision

Paranaque, Metro Manila 1709

November 2002 to January 2003

Volunteer Nurse

IX. Mediserv Diagnostic Center Inc.

PSVSIA Bldg., Craig St. corner Espana,

Sampaloc, Manila

October 2001 to February 2002

Administrative Assistant/APE Nurse

X. Dra. Fe Del Mundo Medical Foundation Inc.

11 Banawe Street. Quezon City 1113

June 2001 to September 2001 Staff Nurse

(Adult Wing)

XI. Lovely Jewels Center

Gaisano Mall, Claro M. Recto Avenue,

Cagayan De Oro City 9000

June 2000 to December 2000

Executive Assistant

XII. AVEC Pharmaceuticals Inc.

2nd Floor Valenzuela Bldg., 263 Real Street,

Pamplona, Las Pinas 1740

January 1999 to September 1999

Medical Sales Representative

XIII. Signet Distributor Inc. - Almanza

733 Alabang-Zapote Road, Almanza Uno, Las Pinas

October 1996 to October 1997

Sales Executive

EDUCATION

Bachelor of Science in Nursing, 1990-1996

Olivarez College of Nursing

TECHNICAL Proficiencies

MS Windows, Excel, PowerPoint & Word.

REFERENCES

Pastor Cesar Esteban

Victory Nova

Cinema 8, Robinson’s Mall Nova, Novaliches, Quezon City 091********

ada9oq@r.postjobfree.com

Theodora Lucero, Registered Midwife

DORAY’S PAANAKAN

784 F. Gomez, St., Brgy, Ibaba City of Sta. Rosa Laguna

(049-*******/091********

Pastor Christian Wilson, Pastor

Victory Outreach International (Philippines) – San Pedro

#4 Independence Drive, Elmido Compound, Holiday Hills Subdivision GSIS, San Pedro Laguna 8687505/092******** Ma. Regina Canlapan Santos, Senior Operations Manager Concentrix Services Philippines San

Lazaro, Manila 091********

ada9oq@r.postjobfree.com

Rona May Domondon, Operations Manager

12th Floor Alphaland Tower, Southgate Mall

Chino Roces Ave. Extension, Magallanes, Makati City ada9oq@r.postjobfree.com Di Dela Gracia, Implementation Manager

MAS Implementation Specialty Services

ADP Philippines Inc., 6th Floor Glorietta 2, Corporate Center Palm Drive, Ayala Center, Makati City

866-***-**** ext. 1045822 ada9oq@r.postjobfree.com

Albert Jay Ignacio, Operations Manager

Convergys Services Philippines

092********



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