Manager Customer Care

FEMINA ARIANNE R. VELASQUEZ

**** ***. ***** ******, *********, Kawit, Cavite, Philippines

Mobile: +63-921*******

Email address: ****************@*****.***

OBJECTIVES:

Perform as a competent entry level professional, be able to utilize my knowledge, skills and talent needed in the field of Information Technology (IT) by securing a position that would best fit my qualifications and develop further my personal qualities.

SUMMARY OF QUALIFICATION

Outstanding communication and interpersonal skills.

Capable of working independently or as part of a team effort

Known for a never give up attitude.

Fast Learner and attention to detail.

Works with integrity.

KEY SKILLS:

Working knowledge on JAVA, VISUAL BASIC, C# and C++ language

Working knowledge on Android Applets

Proficient Knowledge on:

HTML

Networking

PHP

MYSQL

Java Script / CSS / JQuery

System Administration

Fixing Basic PC issues

Network Trace

Technical and Software Troubleshooting (MAC & WINDOWS)

Web and System Development

Database Management / Analysis

Knowledge in Applications: Creation and Deployment

Installing and Uninstalling Software

Proficient in speaking English.

Be able to work in a Timely and Pressured manner.

Great Team Player

EDUCATION:

Tertiary Education:

Lyceum of the Philippines – Cavite Campus

Gen. Trias, Cavite

2010 - 2014

Bachelor of Science in Information Technology

Secondary Education:

Therisian School of Cavite

Bacoor Cavite

2006 – 2010

Primary Education:

Therisian School of Cavite

Bacoor Cavite

2000 – 2006

WORK EXPERIENCES:

TeleTech

Customer Care Consultant

Building F, SM Corporate Offices

1000 Bay Boulevard, SM Central Business Park

Bay City, Pasay City 1300

Duties and Responsibilities:

Provide quality in Work Support to customers in accordance with the prescribed quality process.

Respond promptly to all customer and employers inquiries, concern and issues.

Record details of all correspondence from customers including questions, comment or complaints and have details of actions taken and advice provided through the advice line.

Follow up on and keep accurate records of all customer in interactions and transactions in addition to ensuring any direct requests or unresolved issues are forwarded to the designated Manager for immediate action.

Create and maintain effective working relationships with line manager, colleagues and customers, internal and external.

Carry out other duties as requested by the Line Manager or Team Leader

MACSLINK PSV SERVICES:

Deployed: Smart Communications Inc.

Accounts Relations Assistant

27th Floor Robinsons Summit Center Ayala Avenue, Makati

Duties and Responsibilities:

Assist subscribers with their inquiries thru phone calls.

Making outgoing calls for collections.

Receiving incoming calls for activating and reconnecting of their mobile plans.

Help customers in Billing Clarifications and Interpretations.

Making daily, weekly, monthly and yearly reports for tallying the amounts collected per objectives.

Handling VIP accounts.

Attending subscribers’ complaints with regards to their accounts.

Deployed: Sun Cellular Corporate

Corporate Collections Analyst

27th Floor Robinsons Summit Center Ayala Avenue, Makati

Duties and Responsibilities:

Making outgoing calls for collections.

Making daily, weekly, monthly and yearly reports for tallying the amounts collected per objectives.

Handling corporate accounts.

Attending subscribers’ complaints with regards to their accounts.

Providing clients their Accounts Receivable Summary per request.

Diversified Technology Solutions International Inc.

Collection Representative

12F Zuellig Bldg. Makati Ave. cor. Paseo De Roxas, Makati City.

Duties and Responsibilities:

Assist subscribers with their inquiries thru phone calls.

Making outgoing calls for collections.

Receiving incoming calls for payment confirmations.

Help customers in Billing Clarifications and Interpretations.

Making daily, weekly, monthly and yearly reports for tallying the amounts collected per objectives.

Handling corporate accounts.

Attending subscribers’ complaints with regards to their accounts.

IDS: Imus Drive Smash

On call IT Administrator

4th Floor, Lotus Mall, Imus Cavite

Duties and Responsibilities:

Creation of Monitoring System

Monitors the system quarterly. (Debugging & Audit)

Trouble shoot the Computer / Network

Maintaining the workflow of their business process.

TSA PHILIPPINES (Present) :

Customer Relations Officer

14th Fl. Telstra Bldg. 5 Ecom Moa Complex Pasay City

Duties and Responsibilities:

Taking calls with regards to order Enquiry;

Bill Enquiry

Basic technical support

SITE RESOLUTION CELL/ SWARMER:

Duties and Responsibilities:

Assisting complaints enquiries

Real time resolution with regards to the customers’ complaints over the phone

Managing complicated issues and concerns

Processing end to end order for products

Gets up to date information for new processes about products

Providing real time support for agents

Assisting team leaders and coaches for managing manager calls

Taking manager call request from customers

QUALITY ASSURANCE SPECIALIST (Current):

Duties and Responsibilities:

Sales Call Audit

Ensuring calls to qualify the standards needed by the company.

Coaching agents to improve their sales calls to end up having a good customer service.

Suggesting and providing business process improvements to be implemented as soon as possible.

Helping leaders to have an inner realization for both agents’ and customers’ point of views

References:

Available upon request

__Femina Arianne Velasquez__

Applicant

All details and information stated above are answered with honesty and integrity.

Contact this candidate