Customer Service Representative

JOANNA MARQUEZ GERNADE

#** ** ***** ********, *** 31 5th Floor,

Bin Mahmoud, Doha, State of Qatar

Mobile No. +974-***-*****

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

CAREER OBJECTIVE:

Intend to build a career at a leading corporate of high-tech environment with committed and dedicated people, which will help me to explore myself and realize my potential. Able to work as a key player in a challenging and creative environment. PROFESSIONAL EXPERIENCES:

June 12, 2014 – Document Controller / Front Desk cum Site Secretary October 2, 2018 FCC (Fomento de Construccion Y Contratas) FYAP JV Site Office (Laydown), Opp. Barwa Village, Al Wakra, Doha, Qatar

Project: (Metro Rail) Red Line South Elevated & At-Grade Designation: Document Controller

Responsible for maintaining hard copy information.

Scanning and ensuring all documents are as up to date as possible within electronic filing systems.

Mark any obsolete documents and archive them separately.

Ensure the efficient and effective control of all project documentation from any source,

Establish and maintain controlled internal and external distribution systems,

Establish and utilize a Document Control Database suitable for identification, recording and tracking of documents,

Establish and maintain a safe and secure storage and archive,

Maintain the status of all incoming/outgoing and technical documentation,

Establish main Engineer / Subcontractor document register.

Input documentation requirements to Contracts Department.

Establish and maintain a Database to control the development of all incoming and outgoing communications, such as letters, faxes and memos.

Establish and maintain communication registers.

Establish and maintain the efficient circulation and distribution of the internal documents,

Ensuring that all incoming correspondence is distributed to the designated Managers for their information and action.

Develop a safe and efficient project communications filing system.

Expedite timely return from internal departments of commented and/or approved supplier documents

Preparing letters and getting signatures to be send in Aconex.

Submission of RFI’s (Request for Information) for processing to and from Client.

Submission of Daily Progress Report.

Receiving and submitting ERS (Engineer’s Review Sheet) to the Client.

Receiving and sending of letters to the Client / Subcontractors.

Sending email correspondences to the Contractor and designated Managers through Outlook/Aconex

Established a workflow for the Managers to review the drawings coming from the Subcontractors.

Submitting transmittal for Daily, workflow for the Weekly and Monthly Report to the Client.

Submitting drawings to the client as per Engineers advice in a workflow.

Do clerical works (scanning and photocopying of documents).

Communicating with sub-contractors to maintain the codification manual provided by the client’s to be followed.

Manage submission of the documents if Subcontractors are following the assigned codes from the Manual to ensure proper decoding in Aconex. Designation: Front Desk cum Site Secretary

Greet and welcome guests in person and on phone; answer and direct inquiries to designated department.

Manage front office reception area by cleaning and organizing desk and visitor lobby.

Maintain log books, including sign-in/out logs, for visitors and attendance of the employees.

Maintain office and kitchen supplies by placing orders and evaluating new products.

Releasing of cheques for the payment for our Sub-contractors /suppliers as per advice of our Accounts Department.

Served as a central point of contact for all outside visitors needing to meet our Managers and Procurement Department.

Schedule visitors and clients as instructed.

Sending internal communication as per advice by the Admin (memos, reminders and other sort of communications).

August 2012 – Technical Support Representative / Callback Team Support February 2014 / Assistant Team Leader

Sutherland Global Services

Building B, Luisa Complex, Jacinto Ext.,

Davao City, Philippines

Project: AT&T Uverse (Internet, Home Phone & TV Services) Designation: Technical Support Representative / Assistant Team Leader

Receives incoming calls from foreign state. (United States).

Provides technical instructions and first call resolution.

Provides fast and reliable service

Up sells and upgrade their services that suit their needs.

Help customers in setting up an appointment for irresolvable internet line issues.

Provides instructions on how to fix their AT&T email through web mail or client mail. (outlook express, Microsoft outlook and Mac Mail)

Help our customers in reading out their bill and providing credits to the customer’s account if it is necessary.

Place orders for defective equipment (routers, wireless receiver box for TV and cables)

Do call backs/follow up call to the unsatisfied customers about their service.

Assisting the supervisor to listen and monitor the performance of the agents.

Make a report about their weekly performance if there are any improvements or not.

Conduct a weekly meeting to our agents to talk about their weekly performance.

Keeping the records of the weekly reports of the performance of the agents and track back the previous files after a month to check if there is any improvement to the employees competency.

Recommending the employee after probationary period laps if they will be regularize or not base on the records that I made when they started their first month to the company.

Receiving supervisor’s call for escalation if the Head Supervisor is not around

Deal with any o there complaints, take action where appropriate and communicate this to our Head Supervisor.

Assist the Head Supervisor on their correspondences and documentation of the new hire agents.

Develop and maintain open communications and positive working relationships with all newly hired agents’ advice and support when required.

Take actions for unsatisfied customers.

Establish a one call resolution to every customer.

Assisting each agent to build a rapport to our clients.

Listening agent’s live calls to provide feedback after calls. May 2009 – Technical Support Representative / Assistant Team Leader December 2011 Document Controller)

Sykes Asia, Philippines

F.Cabahug Street, Mabolo

Cebu City, Philippines

Project: AT&T Bellsouth

Designation: Technical Support Representative / Assistant Team Leader

Receives calls from outsource foreign countries.(United States)

Provides technical and customer service assistance to the customer.

Up sells and upgrades customers service that suit their needs.

Helps our customer’s to fix their internet issues.

Educates and gives out instructions to our customers on how to fix their, AT&T email through web mail or client mail.(outlook express, Microsoft outlook, mac mail and their AT&T email)

Creates dispatch for service technicians for customer who is having line issue.

Educates customer about their bill and explains the status of their account.

To help new agents providing information if they can’t answer the queries of our Customers.

Assist the supervisor to listen to the call of our new hire agents.

Conduct meeting to new agents and provide them feedbacks regarding with their performance.

Receiving supervisor’s call if customer requested.

Keeping the records of the weekly report of the performance of the agents.

Recommending the employee after probationary period laps if they will be regularize or not. Project: AT&T Bellsouth

Designation: Yahoo Escalation / Tier 2 (Escalation Team)

Receives calls from tier 1 (level 1) agents and escalate it to us if they can’t resolve customer’s email issue.

Create tickets to escalate it to yahoo advance technical support if we can’t resolve it.

Educates the customer on how and why they’re having a problem to their yahoo email.

Provides tier 1 agents information on what to do to fix the customer’s email problem.

Does remote access to customer’s computer if customer doesn’t know how to operate their computer to resolve their email problem.

March 2007 – Customer Service Representative (Escalation / Retention September 2008 Desk Officer)

Cyber City Teleservices

# 16 Sobrecary Street, Fui Loic

Davao City, Philippines

Project: Ironwood Communication

Designation: Customer Service Representative

Receiving complaints and make sure to provide first call resolution to each of our calls to give a best very satisfactory service to our customers.

Receive calls from the contractors in United States who works for a cable company.

We close their jobs for them to get pay.

We get the serial numbers and other information of the customers’ equipment that the technicians installed to make sure that the job was done very well by the technicians.

Take all the technicians report if the customer is not around of the said appointment time and date.

Help customer to reschedule the appointment or calling the customer if they want to reschedule their appointment.

Educating customers about their service with us and explain very well the status of their account.

Deal with any complaints, take action where appropriate and communicate this to the immediate Supervisors.

Creating a report for the performance of the agents and send it to Head Supervisor. October 2005 –

April 2006

Customer Service Representative

Teleperformance, Inc.

4/F Octagon Bldg, San Miguel

Ave. Ortigas, Pasig City, Philippines

Project: Lillian Vernon (U.S. Customers)

Designation: Customer Service Representation

Receives calls from customers in the United States.

Takes customers’ order place over the phone.

Do up sell to the customer that fits to their needs.

Provides the best customer service first call resolution.

Provides information about our products.

Project: Sprint Telecommunication (U.S. Customers) Designation: Customer Service Representative

Receives calls from our client in United States.

Activates their new wireless phone with us.

Offers plans that suit to the customers need.

Makes sure that the wireless phone of the customers will work before we end the call by making a test call to their line.

Accepts customer’s request to port their number to us.

Troubleshoot customer‘s mobile phone and provide instructions activate their phone. TRAINING AND SEMINARS:

Global Call Center Education Program Workshop

CCIS Educational Foundation, Inc. Clark, Pampanga, Philippines March 2007

SOCKSARGEN Federation of Fishing and Allied Industries Inc. Updates on the Philippine Economy and the Regions Frontline Industry Notre Dame of Dadiangas College

General Santos City, Philippines

September 2003

Planning Principles and Limitations

Notre Dame of Dadiangas College General Santos City, Philippines August 2003

Management 1 – The Planning Process

Notre Dame of Dadiangas College General Santos City, Philippines July 2003

Problem Solving / Time Management / Leadership Skills / Conflict Management Notre Dame of Dadiangas College General Santos City, Philippines March 2003 Decision Making / Self- Discovery

Notre Dame of Dadiangas College

General Santos City, Philippines

February 2003

COMPUTER SKILLS:

Microsoft Word

Microsoft Excel

Microsoft Power Point

Microsoft Outlook, Outlook Express, Mac Mail

Software: CRM / SIEBEL / ACONEX

PERSONAL INFORMATION:

Nationality : Filipino

Birth Date : October12,1983

Age : 36 years old

Gender : Female

Marital Status : Married

Religion : Roman Catholic

Birth Place : Philippines

EDUCATION:

Course: Bachelor of Arts Major in Psychology

School: Notre Dame of Dadiangas University (Graduated: 2004) Address: Marist Street, General Santos City, Philippines Course : Secondary

School : Notre Dame of Lagao for Girls (Year Graduated: 2000) Address : Lagao, General Santos City, Philippines

REFERENCES: Reference is available upon request.

Contact this candidate