Customer Service Representative

HONNY JILL D. ICATLO

****-* ******** ******, *** Antonio Village, Makati City 1203 · +63-02-833*****, 095*-******* (Globe)

095*-******* (Smart)

*********@*****.*** · **********@*****.***

Acquired a broad experience as a customer service representative and a technical support in the Business Process Outsourcing industry for foreign customers based in the US. Has an extensive background in teaching as a private language or academic tutor for both children (graders & junior high school) and adults.

WORK EXPERIENCE

2013 – 2018

VOICE OF THE CUSTOMER CHAMP, CSR/TSR Alorica Phils. Inc. (former west contact services corp.)

Provided group and individual coaching sessions to support agents in order to ace the Voice of the Customer survey. Worked closely with the operations team on significant areas such as updates and initiatives to enhance overall performance.

2006 – 2012

COMMUNICATIONS COACH, CSR/TSR Convergys Phils. Services Corp.

Handled trainings and formulated modules which will be effective in improving both the communication skills and soft skills of agents.

2000 – PRESENT

FREELANCE PRIVATE TUTOR

Provided academic and language (English) tutorial service to both foreign and local students in the Philippines.

EDUCATION

BACHELOR OF SECONDARY EDUCATION – ENGLISH, Arellano University

SKILLS

exceptional customer service or soft skills

computer knowledge (e.g. Power Point, Microsoft Word, web navigation)

communication, teaching and coaching

proficient in written and verbal Filipino & English