Customer Care Service Representative

Angelito Naval Molina

**** **** * *** ******, Manila 1009

Mobile number: +63-977-***-**** Email: ****.******@*****.*** Value Proposition

• A dynamic professional with 13 years of comprehensive experience and success in customer services

• Supervised a team of 13 executives and responsible to overall aspect of global coordination, process improvement and service delivery

• A hands-on leader with experience in US payroll and Salesforce Job Experience:

Financial Times Publishing Ltd (Aug 2013 – Present) Customer Care Team Lead (July 2018 – Present)

• Monthly and quarterly business review with Contact Center Manager, director, and business head

• Conducts regular weekly coaching and team huddles focusing on personal improvements, site and process updates

• Handles newspaper delivery inquiries and Customer Success process o Handling of escalated delivery issues on problematic markets

• Process improvement and documentation across departments. Senior Customer Care Executive (December 2017 – July 2018)

• Addresses escalated issues from the customer.

• Weekly and monthly summarized reporting of key metrics

• Weekly and monthly audits of key metrics (QA, Sales Vlidation, CSAT analysis)

• Real Time Queue monitoring and scheduling

• Conducts 1:1 coaching and team huddles

• Process improvement and documentation

Customer Care Executive (August 2013 – December 2017)

• Answers customer’s queries from multiple channels (phone, chat, email) o Billing inquiry

o Website or app walk through and familiarization

o Reports missing content/broken link to escalations team o Retention effort provided for cancelling subscribers ADP Philippines (August 2011 – Aug 2013)

Teledata Representative/Client Services

• Primarily in charge of taking in payroll and payroll inquiries over the phone.

• In charge of arranging escalations to secondary support within the company.

• (March 2012) Was part of the SEAL program, where in associates are educated and exposed to other parts of the business.

• (September 2012) Was part of the first S.M.E. program, where in we assist new employees during their transition from training to Operations

Aegis People Support (August 2010 – August 2011)

Hotel Reservations Specialist (Campaign: Wyndham Hotels)

• Primarily tasked in taking in hotel reservations over the phone for clients within Continental USA. Overcoming any objections or inquiries to secure the reservation

247 Customer Philippines (February 2008 – June 2010) Customer Service Representative: Optus / Singtel

• Responsible for answering billing inquiries such as billing disputes and payment arrangements.

• Handles customer retention process.

Sutherland Global Services (September 2007 – February 2008) Customer Service Representative: United Online.

• Responsible for customer retention.

West Contacts Services (March 2007 – September 2007) Customer Service Representative: Citibank and JP Morgan Chase.

• Responsible for Credit card application and information verification of prospective clients Trainings and Seminar attended

• Guthrie Jensen Sales Training 2013 (Oct 23, 2013)

• Lego Serious Play Leadership Training (Jan 23, 2019) Education:

Adamson University San Marcelino, Manila

B.S. Computer Science (2003-2006)

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