Senior Customer Service Professional / Administrative Executive
Resume:
MA. NIEVES H. GREFIEL
Curriculum Vitae
SENIOR CUSTOMER SERVICE
PROFESSIONAL / ADMINISTRATIVE
EXECUTIVE
Contact Number:
Email:
***********@*****.***
Address:
No.504 Salam Tower Bldg., Al Salam St., Abu Dhabi, UAE Availability:
Immediately
Professional Profile
Enthusiastic customer service professional with 13 years of experience working as a liaison between consumers and corporations, a skilled communicator and listener with a knack for remedying conflicts, with keen organizational skills which allow for effective delivery of outstanding service. Maintains the highest level of integrity; dedicated to provide reliable and friendly service without ever compromising the reputation or competencies of the organization. Highly motivated; an outgoing individual and competent team player who can successfully inspire fellow colleagues. I am looking forward onto what I can offer and to the career growth I can gain from your good company. Skills
Good Collaborator Self-Driven Passionate Goal Achiever Well Disciplined Critical thinking Good Observant Accuracy Good Written and Communication Skills Computer literate (MS Word, MS Excel and MS Outlook Time management Well Organized Good Team Leader and a key player Multi-Tasking Can handle pressure and work under limited time Adaptability
Professional Experience
SECURIGUARD MIDDLE EAST LLC.
Customer Service Representative / Security (December 2019 - July 2020) Department : Operations
Location : Sheikh Zayed Grand Mosque Center Mosque in Abu Dhabi, United Arab Emirates
OPTUM GLOBAL SOLUTIONS
Customer Service Sr. Rep (February 2019 - September 2019)
- Patient Care Coordinator (Hybrid Agent)
Account : United Health Group, BriovaRx Specialty Pharmacy Description : Inbound/ Outbound Calls/ Internal Calls and Back Office Jobs Location : Cebu City, Cebu, Philippines
JVET GENERAL MERCHANDISE
Receptionist / Human Resource Administrative (August 2015 - December 2018) Department : Office of the Human Resource Director Description : Greeting and welcoming guests / Supports the development of HR initiatives and systems.
Location : Tacloban City, Leyte, Philippines
VISION JANITORIAL AND ALLIED SERVICES INC.
Secretary / Document Controller (March 2014 - August 2015) Department : Human Resource Management
Description : Communication and Correspondence / Enforce controlled process 0f documents.
Location : Tacloban City, Leyte, Philippines
WIPRO BPO PHILIPPINES LTD. INC.
Customer Service Associate (November 2008 - March 2014) Department : United Airlines / ATCO Gas & Electric Description : Inbound Calls/ Sales and Reservations / Credit and Collections Location : Cebu City, Cebu, Philippines
UNIVERSAL STOREFRONT SERVICES CORPORATION
Receptionist / Customer Service Rep/ Branch Head (April 2007 – May 2008) Department : Branch Office
Description : Welcoming Guests/ Cashier / Travel Agent Location : Cebu City, Cebu, Philippines
QUALFON PHILIPPINES INC.
Technical Support Representative (August 2006 – February 2007) Account : Tracfone
Description : Inbound calls / Diagnose and Resolve mobile phones issues Location : Cebu City, Cebu, Philippines
Duties & Responsibilities
Welcome and greet visitors warmly by receiving guests in a friendly and approachable manner. Maintains the order among people to ensure the safety of lives and property and also to prevent stampedes and breakdown of law and order.
Responds and resolves service inquires and issue the caller needs such as benefits, eligibility and claims, financial spending accounts and correspondence. Set up refill of specialty drugs and set up appointment with care providers. Own problem through to resolution on behalf of the customer in real time or through comprehensive and timely follow-up with the member.
Offers frontline services, answering calls and fielding them accordingly, addressing client’s questions and needs, and providing an overall welcoming environment. Manage and ensures various HR documents and databases are up to date, accurate and complies with legislation. Handles office schedules, coordinates meetings, and visits, organize files, answer phone calls and supports administrative tasks. Coordinate staff travel arrangements including transportation and accommodations. Organize and maintain documents and databases in a confidential manner. Checking/ reviewing the accuracy of files and updating technical documents.
Conducts booking and reservation of airline tickets. Up-sell and promote by informing customers of additional services or special packages, such as hotel bookings, car rentals, or upgraded seats/accommodations. Performs as a credit and collection officer, tasked in payment arrangement of delinquent consumers. Tasked as a Quality Assurance Support in monitoring calls, evaluating real time calls of agents under my supervision. Serve cash or non-cash transaction and ensure compliance with all internal controls and established policies and procedures as determined standard quality. Process, issue, and receive payments of Western Union Remittance
(Domestic/International), Ferry bookings, Airline Tickets (Domestic/International), Bills Payment, Cellphone Loading, and future products that adheres to the company’s standard operating policies and procedures. Develop and execute branch sales strategies to maximize revenues. Monitor expenses of the branch and ensures profitable results in administrating branch office. Diagnose and resolve mobile phones technical issues and walk customers through to fix various problems. Academic Credentials
College: SAINT PAUL SCHOOL OF PROFESSIONAL STUDIES Palo, Leyte, Philippines
Bachelor of science in Commerce Major in Economics (4 Year Course) Graduated June 2006
SAINT PAUL SCHOOL OF PROFESSIONAL STUDIES
Palo, Leyte, Philippines
Bachelor of science in Commerce Major in Management (4 Year Course) Graduated April 2006
Professional Skills
Proficient in MS Word, Excel, Power Point & Outlook. Knowledge in CRM
Customer Service Plans
Business Strategy
Personal Background
Date of Birth : February 17, 1984
Nationality : Filipino
Visa : Visit Visa
Spoken Written : Good command in English, Filipino
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