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Customer Service Manager

Manila, Philippines
October 05, 2019

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Account Management Team Lead January 1 2019 – current Canon Business Service Centre Philippines

Department: Harbour IT – IT Operations

Account Management Team Lead April 20 2015 – Dec 31 2018 HARBOUR IT

Department: Shared Services Team

Primarily Manage all Account Managers in the PH

39 Orchids st. Bernabe Subd Covers HR matters aside from work-related issues Phase 2, Brgy San Dionisio Support All Account Managers for Billing functions Parañaque Manila 1700 Secondary support when Manager/staff/Account Managers/Businesss Development Managers is/are away

Handling of all customer escalations, Dispute/issue resolution

Report management relating to Sales, Chasing debtors, Billing & Invoicing Generate/review daily, weekly, fortnightly, monthly & adhoc/custom reports. Sample are as follows, but not limited to:

Invoice reconciliation report, Debtors report, User report, Billing exports E D U C A T I O N Generating Billing variation pricing and quote

End of Month invoicing and adhoc

Use CRM Customer Relationship Management for forecasting and import

Coordinating with internal teams like Cloud Engineers, Infrastructure Engineers, Accounts Team and Sales Manager.

Conducting investigations for dispute/issue resolution PAMANTASAN NG PASAY Chasing debtors for overdue invoices S.Y 2002-2006 Annuity Billing management

Log tickets on ServiceNow for adjustment and apply changes

Verify and apply vendor price increases

A F F I L I A T I O N Implement Consumer Price Index pice increase

Answer incoming call from Melbourne & Sydney office for escalations May 2008 - 2012

Thespians Clique /

Sykes Asia, Inc. (Sykes CHOICES) Convergys April 7 2014 – April 4 2015 Account: Telstra (Australian account)

Manage billing concerns via live chat and over the phone.

Handles bill misalignment and provide credits for inconvenience customer.

Provide a high level of Customer Service to exceed clients expectations.

Process orders for internet, cable, home phone and mobile services.

Process transactions (re-contract, plan change, discounts & new service)

Provide payment extension for customers unable to pay the bill.

Provide root cause analysis & resolution that is align to business rules.

Escalate problems to case manager for Ombudsman complaints. Nezarita Sandoval

I am an Account Management Team Leader with 4 years and 6 months experience in an IT Company. A high performing, self-motivated, client focused and dedicated in exceeding customer expectations. I have people management skills and an effective communicator, verbal and written. Working as one team to achieve successful quality business outcomes. I am interested in working for a stable company that will encourage my growth and development and to be the most efficient and effective employee that I can be.

Bachelor of Arts and Science Major in

Mass Communication

In-house theatre group of SYKES

ASIA (roles include acting, stage

management, costume creation, stage

design, props management and

directing plays)

Live chat support, Customer service and billing consultant Sr. Customer Service Associate (Tier 2)

ACS Xerox company September 19 2011 – April 3 2014 T R A I N I N G Account: Ford US – HRO (Human Resources Officer)

Process enrollment for Health & Welfare benefits and 401k investments

Manage pension concerns for retirees.

February 27 & 28 2019 Process of 401k transactions such as (Fund transfer, fund allocations, Bringing out the best in People: Investment election, Investment direction, sending of check for lump sum The performance Management election and withdrawal). Dialogue Manage Health insurance concerns such as (medical coverage, Trainer: resolving issues for loss of coverage, explanations of benefits, election, Joselito G Nera for medical coverage, adding of dependents & election correction, termination of benefits).

Handle escalations/concerns for Reimbursement FSA/HSA/COBRA. September 8 2018 Marketing Manager August 01 2011 – September 09 2011 Secrets and Habits of RockGold Developers Builders Corporation Successful Achievers (7 Habits)

Trainer: Administer the company brand and product, original with High quality content Conrado Barba Favorito, MBM Create powerpoint presentation for open house events

Make audio video presentation & photoslides during occular visit in Baguio

Market Baguio lands, properties and houses in Manila

Promote other businesses like Land Development

May 10 2018 Monitor and manage sales inquiry and transacation weekly Microsoft Excel 2013 Level 2 Organize open house events to market the business MISNet Education

Trainer: Customer Service Representative February 18 2008 – July 31 2011 Gian Karla Cruz Sykes Asia


Alltel (American Telecom Company)

Pitney bowes (Postage Meter)

October 7 2015 Bell Solo (Canadian Telecom Company) Salesmanship Training Provide high level of Customer Service satisfaction to meet Certified International and exceed clients expectation. Trainor: Managing billing concerns.

Ricardo ‘Ricky’ De Vera, MBA, CSP Process transactions such as Activation, change of mobile, add features, replacement, and renewal of contracts.

Provide root cause analysis and negotiate resolution to customer that is align to business rules.

September 11 – October 30 2010 Transfer calls to the appropriate department Purpose Driven life Photographer

Mentors: Photographer

Imagine Nation Photographers Zari Summer Production 2010 - Current And John Mateos Ong Project based/part-time

Offers photo & video services for Birthday, Weddings and Corporate events

Provide a full wedding and birthday packages from start to finish. September 1 2007

Sales Presentation and Cross

Selling Workshop Blissful Forever Management Events Speaker: Project based/part-time

Caloy Diño Full planning & coordination of diffirent kinds of events and weddings.

Creation of events Itinerary, reception program and events Layout

Creation and implementation of budget/expenses.

Recommendation, coordination and follow-ups with suppliers.

Create and Implement reception layout.

Assistance with RSVP, ushering of guests, Bridal assistant, send reminders, Checklist for bride/groom, suppliers, and wedding participants.

Technical and floor direction during the reception.

Any other tasks which are directly related to the wedding/event planning & coordination process.

Co - founder and Events Manager of Blissful Forever 2019 - Current S K I L L S Customer Service Associate July 2007 – February 2008 LBC

Department eLBC (Flowers Express and Express Regalo) Proficient in English

written and oral. Handle customer inquiry and crosstrain to sell online.

Process orders of flowers and other eLBC products deliverable Knowledgeable in Microsoft nationwide in the Philippines. Office applications such as Word, Manage orders in the Philippines and overseas over the phone, Excel, PowerPoint, and Outlook. live chat, email and thru the website.

Manage complaints, escalation for undelivered / wrong order.

Present sales and escalations reports monthly

Customer Service Representative December 2007 – May 2007 ABENSON

Branch: Abenson quad – Glorietta Makati

Provide high level of Customer Service satisfaction to . meet and exceed clients expectation

Manage real time customer concerns/complaints at the store.

Schedule home service check-up/defective appliances. B A C K G R O U N D Process appliances replacement and order follow up.

Facilitate weekly survey for customer experience at the store. Birthday: March 1 1986 Reports to head office monthly for branch evaluation based on customer experience.

Height: 5'4

Encoder and Executive Dispatcher February 01, 2006 Weight: 73kg PHILIPPINE INFORMATION AGENCY (PIA) (Internship)

Encode data, sort and dispatch files.

Marital Status: Married

Radio Reporter November 2005 – Jan 2006

Citizenship: Filipino AIR FORCE RADIO STATION DZHH 1566 (Practicum)

Weekdays morning Radio News Reporting

R E F E R E N C E S Cashier and Service crew May 12 2004 – September 27 2004 TROPICAL HUT HAMBURGER (Part-time)

Take and assemble customer order.

Anjeleah C. Cabungcal-Arcilla Maintain cleanliness of work station. JPMorgan Chase & Company Daily sales income report Relationship and Development

Manager S T R E N G T H S

092*-***-****/ 092*-***-****

Aiza Nueva


Operations Manager


Monique Asia

Connect OS

General Manager


• Well trained in handling complaints and customer service skills.

• Effective communication skills and good level of interpersonal skills with all levels of internal and external customers to avoid conflicts.

• Proficient in the use of phone systems and IVR systems.

• Proactive

• Motivated by Challenges

• Experienced in meeting up with clients, coordinating events and handling real time concerns/ escalations.

• Excellent over the phone manner.

• Highly motivated, observant, patient, well-traveled and creative.

• Dynamic with excellent interpersonal skills, flexible, detail oriented and can work under pressure.

• Hardworking and can work with minimum supervision & can work extended hours. Knowledgeable in photography Basic

editing and video editing.

Capable to multi-task and has

average typing skills.

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