MA. CLAIRE D. ILAGAN

Apartment *, Sierra Madre St, Talimundok, Dau, Mabalacat City, Philippines 2010 Mobile Number: +63-999*-******

Email: adc90r@r.postjobfree.com

LinkedIn URL: www.linkedin.com/in/claire-ilagan-008b7a187 OBJECTIVE:

Be an integral part of a dynamic, reputable and stable organization that could provide opportunities and personal growth while gaining knowledge of new skills and expertise. Also to obtain a position that will enable to use strong organizational capabilities, educational background and enhance abilities in communication and interpersonal skills.

SUMMARY OF QUALIFICATIONS:

● Customer service-oriented call center representative with 8 years of experience in handling both inbound and outbound calls. Highly skilled in providing service and product information to clients, in a bid to retain their business. Delivers exceptional service with a sense of responsibility

● Demonstrated ability to solve quality related issues in the customer service departments

● Outstanding written and oral communication skills include fluency in English

● Computer skills include: - MS Office (Word, PowerPoint, Excel, Outlook), internet and email

● Other skills include: adaptability to changing situations, efficiency, focus and striving to exceed one’s expectation in quality of work

WORK EXPERIENCES:

2019 - Present Community Operations Specialist

Uber Technologies Incorporated

Australia-New Zealand, ANZ Funnel Messaging

January 7, 2019 – Present at Clark, Pampanga, Philippines

● establishing business cases and guide customers to possible solution to specific inquiries

● provide excellent customer service through email support 2016-2018 Customer Service / Online Outbound Sales / Customer Loyalty / Collections Officer

Acquire BPO Incorporated

Flexigroup – Once/Lombard CS Sales & Services, Flexirent July 4, 2016 – September 3, 2018 at Eastwood City Cyberpark, Bagumbayan, Quezon City, Philippines

● Customer Service/Online Outbound Sales/Customer Loyalty

-establishing business cases and helping customers by providing answers to specific question or inquiries

- provide excellent customer service

● Collections Officer

- negotiate payments to ensure prompt settlement

2014-2015 Health Advisor

Optum Global Solutions formerly United Health Group Member Services – Health Exchange

October 24, 2014 – September 9, 2015 at UP Ayala Land Technohub, Central Avenue Gate, Diliman, Quezon City, Philippines

● handle resolution and inquiries from members and/or providers that may include benefit and eligibility information

● guide customers on the best option to maximize the benefits of their health care plan thru efficiency, call quality, customer satisfaction and first call resolution.

2012-2013 Customer Service Associate/Call Center Admin Stellar Philippines Incorporated

Jetstar Airways Pty Ltd-Parent Company: Qantas Airways Limited Sales Department

September 17, 2012 – September 12, 2013 at Eastwood City Cyberpark, Bagumbayan, Quezon City, Philippines

● responsible for assisting customers with inquiries relating to: online bookings and payment, site navigation and walk-through, ancillary services, post booking, general inquiries/changes, partner airlines’ inquiries

2006-2009 Customer Service Associate / Quality Assurance Associate Etelecare Global Solutions

Sprint Corporation - Telecommunication Company /

Vonage -VOIP Telecommunication Company Customer Care Department November 2006 – June 2009 at 121 Valero Street, Salcedo Village, Makati City, Philippines

● Quality Assurance Associate (April 2008 – June 2009)

- responsible for call quality monitoring and quality assurance

● Customer Service Associate (Nov 2006 – March 2008)

- responsible for assisting customers with inquiries relating to: online bookings and payment, site navigation and

walk-through, ancillary services, post booking, general inquiries/changes, partner airlines’ inquiries

EDUCATIONAL ATTAINMENT:

College: Bachelor of Science in Chemistry

- Bicol University, Legazpi City, Albay Philippines

- Year Graduated: 2006

Reference/s: Available upon request

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