Customer Service Representative
Resume:
Elmor Nolla Mores
Certified Lean Six Sigma Yellow Belt • Certified
Essential Excel Skills for Data Preparation and Analysis ************@*****.***
** ****** *** ***** **, Del Monte, Quezon City
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WORK EXPERIENCE
04/2020 – 06/2020
Senior Team Leader • Collections
Katadigital Philippines Inc. • Retail
Ortigas Center, Pasig City
Manage and support a group of collectors for continuous improvement towards a set goal.
02/2020 – 03/2020
Credit Processing Supervisor
Katadigital Philippines Inc. • Retail
Supervise a team of junior credit officers to ensure that credit applications are evaluated within service level agreement prior to approval.
08/2013 – 01/2020
Team Leader • Customer Service
Katadigital Philippines Inc. • Telecom • Retail
Voice Responsible for daily functional supervision, coaching and training while maintaining phone skills. • Prepare cheque refund request and process credit and charge back. Non-voice Handle non-voice customer service support via email, SNS and e-commerce platforms.
05/2011 – 07/2013
Team Leader • Escalation Team
Katadigital Philippines Inc. • Telecom
Asst TL Oct. 2009 - Apr. 2011 • Sr CS Officer May 2009 - Sep. 2009 • CS Officer Nov. 2008 - Apr. 2009
Handle complaints and requests from all call center operation.
• Receive supervisor/manager calls. • Conduct investigation, escalate and coordinate with concerned departments and provide solutions. • Prepare accurate and timely records of reports as needed by the management.
09/2008 – 10/2008
Retention Officer
Katadigital Philippines Inc. • Telecom
Responsible for retaining customers by handling inbound and outbound calls.
03/2007 – 08/2008
Customer Service Representative
Katadigital Philippines Inc. • Telecom
Handle inbound customer calls.
SKILLS
Customer Service • Call
Handling CRM System
Freshdesk SNS (Facebook,
Line) E-Commerce (Shopee,
Carousell)
Financial • Refund Credit
back Charge back Money
Remittance (SigueAIS)
Software • MS Office POS
Spreadsheet Data Entry
Soft Skills • Leadership
Management Coaching
Training
WORK EXPERIENCE
10/2005 – 03/2006
Customer Service Representative
Teleperformance Philippines • Telecom
Ortigas Center, Pasig City
Handle inbound customer
calls with up-selling.
12/2004 – 09/2005
Data Encoder
Cybersoft Data Networks Inc. • Yellow Pages •
Financial Statements
West Avenue, Quezon City
Responsible for analyzing
documents and entering
data into a database.
EDUCATION
BS Accountancy • Undergraduate (05/2005 – 08/2005) AMA Computer University Project 8, Quezon City
Computer-Based Accountancy • Graduate
(05/2002 – 04/2004)
2-Year Trimester Course • AMA Computer Learning Center Iriga City, Camarines Sur
CERTIFICATES
Certified Lean Six Sigma Yellow Belt Jun. 2020 • PLSS Academy • View: http://t.ly/cea1
Essential Excel Skills for Data Preparation and Analysis Jun. 2020 • SPARTA (DAP CourseBank) • View: http://t.ly/IgyI Getting Grounded on Analytics Apr. 2020 • SPARTA (DAP CourseBank) • View: http://t.ly/N6Eb
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