Customer Service Manager
Resume:
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Attaining nine (*) years of various
experience as a Executive Customer
Specialist, Technical Support Specialist,
Secretary, Administrative Support Staff in
general office management and human
resources development.
• Good command in English
Communication (Written and Oral)
• IT Professional
• Team Player
• Escalation Officer
• Supervisory Skill
• Ability to handle pressure
• Excellent mail handler
• Manage high profile customer
Bachelor of Science in Information
Technology
2007-2011
Southern Leyte State University
CHERRY MAE Q. ESCOBIDO
PERSONAL PROFILE
CONTACTS
cherrymaeescobido
@gmail.com
Al Falah St. Abu Dhabi
City
AREAS OF EXPERTISE
EDUCATIONAL BACKGROUND
• Creative
• Flexible
• Having an eye for
detail
• Active listening
• Approachable
5'2 feet
49 kg
Secretary– January 2020 to present
Golden Art Décor Interior Design & Decoration (Abu Dhabi City) EUCALYPTUS Construction & Real Estate LLC (Abu Dhabi City) RESPONSIBILITIES:
Performs Secretarial duties, general office tasks and administrative support to the company, Receptionist, assistant Sales Coordinator and Receptionist Directly reporting to the CEO
Reminding the manager/executive of important tasks and deadlines Arrange Meetings
Acting as a first point of contact: dealing with correspondence and phone calls Managing personal matters of boss such as bill payments, Flats, Telephone Cable, Power Supply, Motor Vehicles, service providers of home and any personal complaints arise Handles company email and professionally reply to the correspondence and distribute to other teams Compiles boss personal, company and staff profile expenses Oversee staff
Carrying out administrative tasks such as data input, processing information, completing paperwork and filing documents.
Manage office supplies and maintenance
Maintaining the cleanliness in the office
Implementing rules and regulation for the better management inside the office Managing company registration with the leading developers. Dealing with direct property owners.
Coordinating property owners and buyers.
Monitoring updated leads for leasing and sale units. Effectively communicating with customers and in a professional and friendly manner. Resolving any sales related issues with customers. Answering phone calls
Assigned in front desk area.
Welcoming guests in a warm manner.
Technical Support Specialist – April 2017– November 2019 TPG -Australian Telecommunication Company
Ortigas Pasig City -Philippines
RESPONSIBILITIES:
Performs Technical assistance and Executive Customer Service over emails and phone. Appreciation: Received commendation and recognized one of the best Customer and Technical Specialist.
Promptly response customer’s technical issues and concerns Calling with the customer if urgently needed and will assist troubleshooting over the phone. Provides end to end troubleshooting until it resolved. Navigate system tools (NBN Fibr Portals, Corelinks, CSWeb, ACS, Grafana and related tools)- checking and analyzing the cause of the network issue and provides immediate resolution Accurately Create and escalate fault tickets
Coordinate to Network Engineer and Technician for physical checking and report the summary of result test
Provide update from time to time progress to the customer Ensures and maintain the good communication and high quality of service to the customer. Assigned Off board task – acting assistant supervisor Retrieve all incoming and outgoing emails
Reviews and distributes email to the appropriate escalation team Audited all tickets from Team and make a report to the Manager Supervised and trained newly promoted member
Suggest and recommendation new policies for the better of the team WORK EXPERIENCE
Network Support Specialist (May 2012 – January 2017) Philippine Long Distance Telecommunication Company - Philippines RESPONSIBILITIES:
Performs High quality of service to a very VIP Telco Customers in direct communications. And provides end to end assistance.
Product and Service – speak to the customer personally thru any means of communications, asking their preferred (Fiber and DSL ) product.
Issue service order for appropriate type of application; new application or after sales. Billing Concern – checking balance, breakdown explanation, inquiries, disputes/rebate and card7 issuance.
Technical Concern – thorough trouble shooting and create fault ticket with direct coordination to Zone head and supervisors.
Network Support Associate (Inbound and Outbound Customer Service) CURO TEKNIKA (PLDT Titanium)
November 2014 – October 2015
Provide 24/7 support to PLDT Residential-VIP’s accounts and SME Customers via phone Resolve or escalate problems and service request according to established PLDT business processes on Restoration and Provisioning.
Ensure high level of customer satisfaction through consistent timely responses/feedback Handling First line troubleshooting on DSL Connection, Fiber Internet Connection, PLDTemail, watcher (cctv), Telpad, and Postpaid and Prepaid Sim Network Support Associate (Technical Representative) CURO TEKNIKA (PLDT Home DSL)
May 2012 – October 2014
Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, IPTV, VOIP and more
Issue Repair ticket for Technician's onsite visit
Issue Service Order for DSL and Telephone features Caters Billing concern
Provides assistance for Product and Service inquiry Human Resource Admin Assistant- August 2011 – April 2012 Phil Pinoy Job Contracting & Allied Services Inc. - Philippines Processing in Government Benefits such as (SSS, Phil-Health, & Pag-Ibig). Filing of R1A, ER2, Mat1, Mat2, Sickness Notification and Reimbursement, &Loans. Making Program and Computation of SSS, Phil-Health, & Pag-ibig. Filing and maintenance of all personnel files or 201 files. Accountability of Office forms.
Monitoring employee status (regularization, separation promotion & demotion) Prepares contract and making I.D. of newly hired/re-hired. Manage the daily/weekly/monthly agenda and arrange new meetings and appointments Prepare and disseminate correspondence, memos and form. Handles initial interview to applicants.
Issues memo and disseminate to correspondence.
I hereby certify that the above information given are true and correct as to the best of my knowledge.
CHERRY MAE Q.ESCOBIDO
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