Customer Care Office Assistant
Resume:
Donatilla Buitizon Cruz
*** ****** **. ******** ***** City, Philippines 1610
Mobile: +639*********
Email: *********@*****.***
Objective:
To work in a company that will further enhance my skills and capabilities as a professional. A company that will make use of my work experiences to contribute to the company’s growth and success.
Education:
School: Pamantasan ng Lungsod ng Pasig
Course: Bachelor of Science in Information and Technology (Graduate)
Address: Alcalde Jose St. Kapasigan, Pasig City Philippines
Year: June 2000 – April 2004
Work Experiences:
Company: Wells Fargo EGS, LLC-Philippines
Address: Wells Fargo Center, 1180 Wells Fargo Drive, McKinley Hill, Taguig City 1634
Department: Credit Bureau Dispute (Back Office)
Position: Research and Remediation Representative II
Date: Nov 1 2016 – Present
Responsibilities
●Researches and remediate customers dispute in line with their credit bureau records/reports.
●Making sure that incorrect reporting to the bureau will be rectified by submitting a request to the bureau to correct it.
●Submitting reports to the Credit Reporting Agencies (Equifax, Experian, Transunion and Innovis)
●Making sure that all direct and indirect disputes being assigned will be completed at the end of the day.
Department: Direct Auto - Central Title Team (Back Office)
Position: Loan Servicing Specialist II
Date: May 25 2015 – Oct 31 2016
Responsibilities
●Reviews car loan documents of customers. Checking each and every detail of all the documents as required by the State where the customer did the vehicle refinancing.
●Making sure that customer comply with whatever requirements needed in order to complete the title work or perfect the title.
●Creating collateral through vehicles by putting Wells Fargo Bank as the lien holder for all customers.
Company: TPG - Orchid Cybertech Services Inc.
Address: 16th Flr. Isquare bldg. Ortigas Pasig City
Position: Customer Service Desk Consultant
Department: AAPT Corp. Account – Customer Care
Date: June 2014 – Nov 30 2014
Responsibilities
●Taking inbound calls and assisting AAPT wholesalers and business owners inquiring about their accounts. Executes any modifications required by the wholesalers/business owners.
●Resolving tickets raised or sent by AAPT wholesalers and business owners.
●Assisting wholesalers or business owners in raising orders through Frontier (AAPT’s System designed for wholesalers).
Company: Vodafone Qatar
Address: PO Box 27727 Doha Qatar
Position: Back Office Support Specialist
Department: Customer Care - Call Centre
Date: Feb 2009 – Feb 2014
Responsibilities
●Helped Marketing Dept doing Language translations for SMS campaigns, Promotions and Product launch for Filipino customers (English to Filipino language)
●Experienced taking inbound calls answering general inquiries from both prepaid and postpaid customers
●Taking inbound payment calls for postpaid customers.
●Supporting inquiry and complaint calls from Vodafone Retail Stores and Franchise Stores
●Provided email support to Customer Care Dept (Doha Call Centre), Retail Stores, Offshore (Egypt and India) & Franchise stores
●Handled and supported MNP (Mobile Number Portability)
●Sept 1-30 2013 – Worked in Villaggio Vodafone Retail Store (Job Swap program) to gain face to face customer service and sales experience
●Handled and provided resolutions for all customer complaints through Trouble Tickets.
●Escalating and following up customers issues to vendor through Remedy Tickets
Company: WEST Contact Service, Inc.
Address: 27th and 29th Flr. Exportbank Plaza corner Chino Roces Ave Makati City Philippines
Position: Financial Service Representative/Customer Service Representative
Date: Feb 2006 – Feb 2009
Responsibilities
Barclays Bank (2nd Account-Outbound)
●Reminder and Collection Calls
Citibank (1st Account-Inbound)
●Receiving calls for credit card application
●Disclosing credit card’s legal terms and condition
●Assisting callers in balance transferring
Company: Advance Contact Solutions, Inc.
Address: 9th Flr. Citibank Center, Paseo de Roxas Makati City Philippines
Position: Customer Service Representative
Date: May 2004 - Mar 2006
Responsibilities
Globe Telecom Account (Inbound account)
●Assigned as an Assistant Team Leader
●Handled Share-a-load and autoloadmax accounts
●Passed and transferred to the BP4 Team (Handling platinum/elite accounts for Globe subscribers)
●Receiving calls for postpaid subscribers
●Assisting subscribers calling about their account
●Assigned to Globe Telecom (in-house) for 1 and half year. Informing subscribers about their account’s rewards and retention program
On-the Job Training:
Aug 5-Oct 17 2003 E-library Unit, Technology and Livelihood Resource Center
10th Flr. Citystate Bldg. Shaw Blvd. Orambo Pasig City, Phil.
Office Assistant and IT trainee
Jun-July 31 2003 Manila Water Company
Amang Rodriguez Ave. Rosario Pasig City, Philippines
Office Assistant and IT trainee
Summer Jobs: Department of Local Civil Registrar
Apr to May SPES (Special Program for the Employment of Students)
Year: 2000, Pasig City Municipal Hall, Malinao Pasig City Philippines
2001 and 2002
Seminars
Attended: Guidelines, Standard and Format in Research (Mar 2004)
Secrets of Job-hunting Success in Todays Wireless Job Market (Mar 2004)
Personality Development (March-April 2003)
Explore IT (Feb 1, 8 and 15 2003)
Job Description and Systems Designing (September 2002)
Computer Application, Software and Languages taken:
Microsoft Office Applications, HTML, Corel 10.0 and 11.0, Visual Basic,
C++ language, Visual Fox Pro, CAD R14,
Personal
Information: Date of Birth: July 23 1981
Citizenship: Filipino
Status: Single
Religion: Roman Catholic
Father’s Name: Edgardo Andres Cruz
Mother’s Name: Marivic Buitizon Cruz
No of Siblings: 2 Brothers
Interest: Architecture and Designs, Baking, Cooking, Dogs, Music, Movies and Television series
Other
Information: Have taken B.S Architecture at Far Eastern University
1997 – 1999 (Undergraduate)
References: Paolo Ariz
Former Team Lead at Vodafone Qatar
Atty. Linda Mae Aguirre
Office of the Solicitor General
Lolita Da Silva
Retired Chief Officer – Local Civil Registry Dept.
Pasig City Municipal Hall
Maria Cristina Da Silva Mariano MD
Doctor of Medicine
St. Lukes Medical Centre
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