Customer Service Assistant
Resume:
Open, sort and distribute incoming correspondence including faxes and email.
File and retrieve corporate document and reports.
Perform general office task such as ordering supplies, maintaining records, management systems and perform basic bookkeeping tasks.
Prepare travel arrangements for executives.
Prepare invoices, reports, memos, letters, financial statements and other documents using MS processing, database and presentation software.
Receiving new accounts, deposits and withdrawals verifications.
Updating records, keeping track of accounts payable and prepare financial reports and bank deposits.
Assist and support general bookkeeper in preparing and maintaining account receivable and accounts payable records.
Assist and support internal and external audit teams.
Handle administrative requests and queries from the managers and field supervisors.
Processing Western Union pay in and pay out.
Jan-Dec 2019
Earth Peace Research Center (Sharjah, UAE) – Administrative/HR/Accounts Assistant/Receptionist
Author Solutions Inc – Customer Service Rep/Contract Specialist
2014-2019
Department’s Subject Matter Expert & Mentor.
Act as a front liner of the company after sales. Answer inquiries about products, payment plan terms and explain the publication process via email and call.
Handling outbound and inbound calls.
Assist authors from the US, Canada and other international imprints who are based in New Zealand, Australia, Singapore, India, UAE, Africa and United Kingdom.
QUALFON Philippines (US Telecom) – CSR / Quality Assurance Analyst
Customer Service Representative (Escalation Department) and then got promoted as Quality Assurance Analyst
Daily monitoring and evaluation on representatives taking calls based on the guidelines set by the company.
Handled 2 teams with an average of 20-24 representatives per team
Coordinates with the team leaders and managers, providing feedback on the representative’s performance. Provides coaching and feedback to the agents to ensure quality customer service.
Monitoring calls using remote and side by side methods.
Taking managerial calls for customer’s unresolved issues and deescalating them.
Handling outbound and inbound calls. Upselling
Handle billing inquiries, payments and upgrade options
Assisting customers on their inquiries such as payments, plan terms, plan renewals, phone replacement and phone specifics.
Identify and troubleshoot the issues may it be network or phone problems.
Creating case or ticket for any issues needs to be forwarded to the head office.
2010-2014
Peoples Bank Of Caraga Phils. – Teller/Savings & Loans Bookkeeper/Admin Assistant
2004-2010
University of San Jose - Recoletos – Bachelor of Science in Commerce
EXPERIENCES
1999-2003
EDUCATION
SKILLS
PERSONAL DATA
MICHELLE
Strong analytical and organizational skills
Strong oral and communication skills
Keen attention to details with an ability to spot errors
Experience in “one to one” customer relationship management concepts and techniques
Ability to work effectively in a dynamic multi-tasking environment
Computer literate using MS Applications and proficient knowledge on Salesforce, CRM, Tally and Accounting systems
Married
DESQUITADO
PHONE & WHAT’SAPP
Ras Al khaimah, U.A.E
ADDRESS
Filipino
April 11, 1983
********@*****.***
CIVIL STATUS
NATIONALITY
DATE OF BIRTH
ABOUT ME
To be part of the company where I can contribute, gain knowledge and experience in my chosen field, which is Bachelor of Science in Commerce, Major in Management, as well as to integrate and apply the theories learned in school into actual practice.
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